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Recruiting Talent across Change Management, Communications and L&D
Customer Service Design Specialist
Location: Sydney, NSW (Hybrid)
Contract: 6 Months | $950/day + Super
Sector: Higher Education
A leading Sydney university is seeking a Customer Service Design Specialist to support a major transformation initiative focused on improving student and staff experiences. This is a pivotal role where you'll bring human-centred design expertise to shape service models that are seamless, scalable, and student-first.
You'll work across a high-impact portfolio to design future-state service experiences, engage diverse stakeholder groups, and translate insight into tangible, actionable improvements across digital and in-person service channels.
Key Responsibilities
* Lead the design of customer and student service journeys across key university touchpoints
* Facilitate co-design workshops with faculties, students, and central teams
* Develop personas, journey maps, service blueprints, and design recommendations
* Collaborate with business analysts, change leads, and product teams to embed service improvements
* Support continuous improvement by tracking the impact of implemented service design solutions
What You Bring
* Deep experience in service design, customer experience, or human-centred design
* Expertise in journey mapping, service blueprints, and stakeholder engagement
* Tools: Miro, Figma, Adobe XD or equivalent
* Strong facilitation and storytelling skills
* Higher education or complex service environment experience highly regarded
Why Apply?
* Flexible, hybrid work environment (Sydney-based)
* Be part of a university-led transformation that's shaping future student experiences
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Contract
Job function
* Job function
Customer Service and Design
* Industries
Higher Education
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