Design Lead / Service Design Lead
Contract | Hybrid | Australia-wide
We are seeking an experienced
Service Design Lead
to provide strategic leadership across a large-scale digital transformation environment. This role sits within an enabling services model and supports multiple delivery teams operating under a
Scaled Agile Framework (SAFe)
.
The successful candidate will lead service design as a practice, uplift organisational capability, and ensure high-quality, user-centred design outcomes that align with government digital standards and organisational objectives.
Contract Details
* Contract start:
February 2026
* Initial term:
To 30 June 2026
* Extension options:
Up to 3 extensions of 12 months each
* Location:
Australia-wide (QLD, WA, ACT, VIC, NSW, NT, SA, TAS)
* Work Right:
Must Be Australian Citizen with baseline clearance
* Working arrangement:
Hybrid
* Canberra-based staff: onsite at least once per week
* Interstate staff: remote, with quarterly onsite attendance for planning events (vendor expense)
Key Responsibilities
* Lead service design as a practice and drive maturity across the digital function
* Provide governance and quality assurance through a Design Reference Group
* Ensure design outputs comply with the Australian Government Digital Service Standard (v2.0) and internal service design frameworks
* Collaborate with product managers, architects, and delivery teams to shape scope, backlogs, and design artefacts
* Facilitate workshops and co-creation sessions with stakeholders to ideate, test, and validate solutions
* Develop and maintain service design artefacts including service blueprints, journey maps, personas, and service backbones
* Continuously assess and improve design outputs to ensure they deliver value and are easily translated into working solutions
* Promote innovation and best practice across service design processes and outputs
Essential Skills and Experience
* Several years' experience in a
lead service design role
, producing high-quality service design artefacts in collaboration with multidisciplinary teams
* Strong experience working within a
Scaled Agile Framework (SAFe)
* Relevant
tertiary qualifications and/or professional certifications in service design
* Proficiency with service design and research tools such as
Miro, Figma, Useberry, and Hotjar
* Excellent communication, facilitation, and stakeholder engagement skills
* Proven ability to manage multiple initiatives simultaneously and deliver under tight timeframes
Desirable Attributes
* Experience in large, complex digital environments
* Familiarity with government digital standards and service delivery processes
* Strong leadership presence with the ability to influence and uplift design capability across teams
This role offers the opportunity to make a meaningful impact by shaping high-quality, user-centred digital services at scale