Service Design Officer– NSW Trustee and Guardian
* Ongoing full-time vacancy.
* 35 hours per week.
* Location: This role is based in our Sydney office (Wynward) 3 days per week and 2 days working from home.
* Clerk Grade: Level 7/8. Base salary $113,574 p.a. to $ 125,720 p.a. plus 12% superannuation and annual leave loading.
About us
At NSW Trustee and Guardian, our purpose is to support the rights, welfare, and interests of the people of NSW. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers' lives. Join our dedicated NSW Government agency and make a difference in the lives of over 50,000 people each year
Our commitment to diversity
Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islander peoples, the LGBTI community and people from culturally diverse backgrounds.
About the team
The Customer Experience division provides a wide range of specialist support across NSW Trustee and Guardian (NSWTG) divisions including the customer contact team and service design, marketing, communications, branding, and community education, and Aboriginal advocacy.
About the role
The role will work with the Manager, Service Design to drive customer journey design and service improvement initiatives which align to customer need, NSWTG's Strategic Plan, and the NSW Government Customer Commitments. The role will assist with developing and delivering strategic projects, collaborating broadly across NSWTG to influence change that improves the end-to-end experience for customers.
The role will also lead discovery and co-design workshops, customer research, journey mapping and support the development of organisation-wide design capabilities to enhance a customer-centric focus across all service delivery improvement initiatives.
In this role, you will:
* Work with the Manager, Service Design, to facilitate the delivery of end-to-end service improvement initiatives using human centred design (HCD) to support the development of customer-centric solutions that meet organisational goals.
* Plan and deliver HCD cycles including behavioural and empathy-driven research, and iterative improvement testing.
* Plan and facilitate workshops with customers, employees and stakeholders, ensuring active engagement with stakeholders to obtain meaningful insight to inform service improvement.
* Support projects that enhance customer feedback mechanisms for actionable insights.
* Prepare project and change management documentation to support implementation and evaluation.
* Coach colleagues to build capability in HCD and contribute to the ongoing development of a customer centred culture across NSWTG, supported by effective design project and process frameworks and responsive customer systems to embed best practice customer-centric behaviours.
* Develop and nurture strong stakeholder relationships through effective communication, influencing, negotiation and issues management.
* Apply best practice methodologies, standards to engage diverse and vulnerable communities and ensure products/experiences are accessible and inclusive.
For more information about the position, view the role description.
About you
To be successful in this role, you will have:
* Demonstrated service design experience delivering end-to-end customer experience service improvement projects.
* Knowledge and experience working with Human-Centred Design (HCD) and Inclusive Design, using relevant practices, principles and agile tools to understand, distil and navigate complex information and processes into user friendly, accessible customer centred services, for a diverse range of often vulnerable customer groups.
Sound like you? We would love to hear from you
Essential requirements
* Tertiary qualifications and/or equivalent knowledge, skills and experience in service design, customer experience design or a relevant discipline or industry.
What we offer
NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:
* work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
* various leave options (recreation, parental, and flex leave of up to 24 days per year)
* career development including study leave and acting opportunities
* access to Fitness Passport and employee assistance program, and annual flu vaccinations
Be part of something bigger. For more information about joining us, visit the Careers page on our website.
How to apply
To apply for this role:
* Complete the online application
* Submit a resume (maximum five pages)
* Submit a brief cover letter (maximum two pages) outlining your skills, experience and suitability
* Answer the following targeted question (maximum 500 words):
1. In less than 500 words, please provide a summary of time you applied Human-centred Design to improve a service in a complex environment.
Read: writing your job application for tips on the application process.
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice applications and interview questions based on the focus capabilities listed in the role description.
Closing date
Applications close 11:59pm, Wednesday 18 February 2026.
For enquiries about the role, please contact Fiona McEwan, Manager Service Design, via email:
For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor, via email:
Please do not send your applications directly via email, LinkedIn, or SEEK. Only applications submitted via the online portal will be accepted.
Please note:
* If you need an adjustment in the recruitment process, please contact People and Culture via email at
* Offers of employment will be subject to reference checks and relevant clearances.
* A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.
Thank you for your interest in this role. We look forward to receiving your application.