IT Service Designer for Innovation Enablement - Hybrid

University of New South Wales; Sydney; Hybrid; AUD 154,000 - 163,000; Full time

Benefits offered by this job

17% Superannuation contributions and 3

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Additional 3 days of leave over the 2-

Job summary

UNSW is seeking a Service Designer in Innovation Enablement to transform customer insight and complex needs into market-leading technology services. You will work from discovery through co-design to delivery, balancing desirability, usability, feasibility, scalability, cost and value at every stage.

Reporting to the Design Operations Lead, you will collaborate with engineering, UX/UI, architecture, cybersecurity, change management, business teams and vendors to ensure end-to-end service success

Qualifications

• At least five years of experience in Service Design, CX Design or similar role delivering technology-enabled services.
• Strong understanding of service design processes from ideation to operation with cross-functional alignment.
• Solid business acumen translating customer needs into practical service requirements.
• Excellent problem solving and analytical skills with attention to detail.
• Experience applying ITIL and agile practices in service delivery.

Responsibilities

• Conduct discovery with stakeholders to identify opportunities and gaps in technology-enabled services.
• Co-design end-to-end service experiences across digital and physical touchpoints.
• Define detailed service specifications, requirements and performance criteria.
• Collaborate with owners to generate concepts for new or improved services.
• Co-create service journey maps and visualise current and future experiences.
• Mentor teams in user-centred design and promote design thinking practices.
• Develop proof-of-concepts and pilots including cost-benefit considerations.
• Maintain comprehensive service documentation and release notes.

Skills

Service Design

CX Design

Business Analysis

Agile Methodologies

Stakeholder Engagement

Design Thinking

Communication

Journey Mapping

Tools

ITIL

Job description

UNSW is seeking a Service Designer in Innovation Enablement to transform customer insight and complex needs into market-leading technology services. You will work from discovery through co-design to delivery, balancing desirability, usability, feasibility, scalability, cost and value at every stage.

Reporting to the Design Operations Lead, you will collaborate with engineering, UX/UI, architecture, cybersecurity, change management, business teams and vendors to ensure end-to-end service success