Our Client Our client is a large NSW Government organisation responsible for delivering critical infrastructure, services, and community outcomes across the state. With a workforce of several thousand employees and a multi-billion-dollar project portfolio, they operate at scale across metropolitan and regional areas. The organisation is currently undergoing significant enterprise-wide transformation, focusing on improving customer and employee experiences through innovation, digital enablement, and human-centred design practices. Their culture promotes collaboration, inclusivity, and forward-thinking service delivery. Why Contract With Us At Charter Diligence, we go beyond just placement — we support our contractors with practical benefits that reflect real-life needs. All contractors engaged through us have access to early cash advances on approved timesheets, offering flexibility in cases of unforeseen expenses or cash flow challenges. Unlike traditional labour hire providers, we understand that life doesn’t always align with a pay cycle — and we're here to help when it matters most. Well, ask your mates if they’re already a Charter Diligence Contractor — chances are, they’re already benefiting from the support we provide. About the Role This opportunity is suited to an experienced Service Design professional who thrives in complex, enterprise environments. You will play a pivotal role in shaping and improving end-to-end service experiences, ensuring they are aligned with strategic objectives while delivering measurable outcomes for both customers and internal stakeholders. Working across cross-functional teams including operations, digital, policy, and transformation, you will champion human-centred design principles and embed best-practice methodologies across the organisation. This role offers the chance to influence large-scale service transformation initiatives and drive meaningful improvements across critical public services. Position : Service Design Lead – $800–1100/day super Location : Macquarie Park Working Arrangement : Hybrid Role | 2/3 Days in Office Start Date : ASAP Duration : Until 30/06/2026 Application Window : Shortlisting immediately Key Responsibilities Lead the design and optimisation of end-to-end service experiences across multiple business functions Apply human-centred design methodologies to improve customer and employee journeys Develop and manage service blueprints, journey maps, and experience frameworks Establish and track service performance metrics to drive continuous improvement Facilitate workshops, stakeholder interviews, and co-design sessions Collaborate with product, CX, and operational teams to deliver scalable solutions Translate business requirements into practical service design strategies Influence senior stakeholders and drive adoption of service design practices Integrate digital, operational, and policy considerations into service solutions Support enterprise transformation initiatives through design-led thinking Mentor and uplift capability across teams in service design and design thinking Ensure alignment between service outcomes and organisational priorities About You Proven experience in Service Design within large, complex organisations Strong expertise in Human-Centred Design (HCD) and design thinking frameworks Demonstrated ability to influence and engage senior stakeholders Experience developing service blueprints, journey maps, and UX frameworks Strong analytical skills with experience defining and measuring service performance Background in transformation, CX, digital, or operational improvement programs Excellent facilitation skills across workshops, interviews, and co-design sessions Familiarity with Agile, Lean, or similar delivery methodologies Tertiary qualifications in design, business, or related discipline (or equivalent experience) Strong communication skills with the ability to simplify complex concepts Experience working within government or regulated environments is highly regarded Ability to manage competing priorities in a fast-paced environment Sponsorship is not available for this role. As a mandatory requirement for this contract role required by our client, applicants are kindly asked to complete a compliance check and upload their work rights verification at www.charterdiligence.com.au/portal. Incomplete submissions may not be considered. If you have any questions or need assistance with the process, please don’t hesitate to contact our team—we’re here to help. Application Process Important: Due to the high volume of applications and the limited submission timeframe, we may not be able to contact all applicants. This is not a reflection of interest, but a result of operational constraints. As part of mandatory government contract requirements, priority will be given to candidates who have completed all necessary compliance checks. For applicants with privacy concerns regarding work rights verification submission, documents may be presented in person at our local offices for sighting. We encourage candidates who are passionate about making a difference and possess the necessary experience and skills to apply. Please apply to this job post or submit your CV along with a cover letter detailing your qualifications and interest in the role to this job post. For confidential inquiries, contact our recruitment team at recruitment@charterdiligence.com.au and (02) 7208 7776 (Sydney), (03) 9001 7776 (Melbourne), (07) 3866 7776 (Brisbane), or (08) 6118 7776 (Perth). Charter Diligence is an equal-opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of their background. Join us and be part of a team that is shaping the future of the industry.