Lead Service Designer | Human-Centred Design & Enterprise Services
* Location:
ACT (Hybrid)
* Clearance:
Baseline Security Clearance (Mandatory)
* Contract Length:
12 months + 2 × (12-month extensions - Based on the discretion of the Department)
About the position:
This is a senior Service Design role operating at program scale within a Federal Government environment. The focus is on shaping end-to-end services across complex, legislated domains, aligning human-centred design outcomes with policy, technology, and delivery realities. This role suits practitioners who have led service design in environments where constraints are real and decisions carry downstream impact.
What you'll do:
* Develop service blueprints, service maps, and end-to-end service models for complex programs
* Translate research insights, business needs, and technical constraints into actionable design artefacts
* Partner with product owners and delivery teams to inform system builds and feature refinement
* Influence stakeholders and drive alignment with service design recommendations across programs
What we are looking for:
* Strong experience delivering Service Design in complex, technology-enabled environments
* Proven application of Human-Centred Design (HCD) methods beyond discovery
* Confidence operating across multiple business areas with competing priorities
* Ability to guide decisions using evidence, design principles, and user insight
Tools, methods & environment:
* Service Design & HCD methodologies, service blueprints, journey maps, and artefacts
* Digital product delivery environments supporting system builds and enhancements
* Cross-functional collaboration with product, technical, and business teams
* Policy-aligned delivery, including adherence to mandated Digital Experience standards
Important to know:
* This is not a junior or hands-off advisory role
* You will struggle if your experience stops at workshops without delivery follow-through
* The role requires judgment, influence, and comfort operating in legislated environments
Why join our client?
* Deliver service design outcomes at national program scale
* Work within complex, high-impact government service environments
* Opportunity to shape how services are experienced end to end
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