* 12-month initial contract with 2 possible 12-month extension options
* Hybrid working arrangements considered
* Baseline security clearance required
Position Overview
We are seeking experienced Lead Service Designers to join a large-scale government program focused on improving the way services are delivered to the community and internal stakeholders. This is an opportunity to work on meaningful projects that directly impact people’s everyday experiences, helping shape services that are simpler, more accessible, and genuinely user-focused.
Working within collaborative multidisciplinary teams, you will lead end-to-end service design activities, bringing together research, customer insights, business needs, and delivery outcomes. You will play a key role in guiding teams through discovery, design, testing, and implementation, while helping ensure services are practical, effective, and aligned with user expectations.
This role will suit someone who enjoys solving complex problems, working closely with stakeholders, and driving better outcomes through human-centred design.
Key Duties
* Lead end-to-end service design activities across a range of digital and customer-facing services
* Work closely with users, stakeholders, researchers, and delivery teams to design practical service solutions
* Facilitate workshops, discovery sessions, and collaborative design activities
* Develop service blueprints, journey maps, and other design artefacts to support delivery outcomes
* Conduct and support user research and usability testing activities
* Translate customer and business needs into clear service improvements and actionable outcomes
* Collaborate with project and delivery teams to support implementation of service designs
* Identify opportunities to improve existing services and leverage current platforms and capabilities
* Help define measures of success and support continuous service improvement initiatives
* Build strong working relationships with a broad range of stakeholders, including senior leaders
Skills And Experience Required
* Proven experience working as a Service Designer within large and complex environments
* Strong understanding of human-centred design principles and service design methodologies
* Experience working within agile multidisciplinary teams
* Ability to lead service design engagements from discovery through to delivery
* Strong stakeholder engagement and communication skills, with the ability to influence and collaborate effectively
* Experience developing service blueprints, customer journey maps, and related design artefacts
* Demonstrated ability to balance user needs, business requirements, and project constraints
* Experience facilitating workshops, research activities, and collaborative sessions
* Previous government experience will be highly regarded
* Experience working with the Commonwealth Digital Service Standard is desirable
* Ability to obtain a Baseline Security Clearance
Application Process
If you would like to apply, please contact Jaela on 0480 806 *** or email ***email_hidden***
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