Lead Service Designer
Location:
ACT Based (Hybrid)
Security Clearance:
Baseline Cleared (Mandatory)
Contract Length:
6-Month contract + 2 × 12-Month extensions (Based on the Department's discretion)
About the position:
Our Federal department client is a currently initiating a large federal program which would involve bringing on a seasoned
'Lead Service Designer'
to drive human-centred design (HCD) outcomes across their major initiatives. This role sits within a high-impact transformation environment and focuses on aligning complex service ecosystems with mandated government policy requirements helping them to modernise their current technology landscape. Our ideal candidate will work at the intersection of service design, digital policy alignment, and multi-agency program delivery contributing to several priority initiatives. This position requires strong stakeholder influence, structured design capability, and the ability to translate research insights into actionable service blueprints across a complex regulatory and service landscape.
Key responsibilities of the position:
Develop service blueprints and service maps for assigned program streams.
Produce user journey maps, design artefacts, and communication tools to support decision-making.
Support product owners in the development of EPICs and upstream refinement activities.
Work closely with multidisciplinary delivery teams to guide feature refinement and detailed design.
Translate research insights, policy constraints, technical considerations, and business objectives into structured design outputs.
Build strong, collaborative relationships with delivery teams and senior business stakeholders.
Influence stakeholders to understand constraints, support design recommendations, and align to policy requirements.
Apply demonstrated experience in service design concepts, frameworks, and implementation methods.
What we are looking for:
Proven experience as a Service Designer within large, complex program environments.
Strong capability in producing service blueprints, journey maps, user flows, and HCD artefacts.
Experience working with multidisciplinary delivery teams in Agile-lean environments.
Demonstrated ability to influence senior stakeholders in policy-driven or regulatory programs.
Ability to interpret research insights and convert them into structured service design outputs.
Sound understanding and background in large Commonwealth human services programs.
Familiarity with high-level policy alignment, digital strategy, and service transformation in government contexts.
Work alongside senior strategists, product owners, and multidisciplinary delivery teams.
Impactful, user-centred design work shaping programs used by millions of Australians.
To showcase your interest for the position, click on 'APPLY' on our website or for any further information, please contact Sanat Anmadwar on We look forward to seeing how your expertise can help us achieve excellence
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