Lead Service Designer

Chandler Macleod; City of Melbourne; Hybrid; AUD 110,000 - 160,000; Full time

Job summary

Chandler Macleod is recruiting on behalf of our client for an experienced Business Designer to support the design and transformation of business services, processes and operating models within a large-scale digital and ICT delivery environment.

This role suits a strategic and collaborative professional who thrives in complex transformation programs, applying human-centred design and business design methodologies to deliver meaningful operational and digital outcomes.

Qualifications

• Extensive experience in business design and operating model design in ICT environments.
• Strong capability applying human-centred and service design methodologies.
• Experience analysing current-state operations and designing future-state processes.
• Proven workshop facilitation and stakeholder engagement across teams.
• Strong analytical and systems-thinking capability.
• Knowledge of Agile delivery and digital transformation practices.

Responsibilities

• Lead business design activities across complex ICT programs.
• Design future-state processes, service models and operating frameworks.
• Apply human-centred and business design methodologies.
• Facilitate workshops and stakeholder engagements.
• Map business processes, customer journeys and capabilities.
• Develop artefacts like capability maps and service blueprints.
• Collaborate with analysts, architects, product teams and designers.
• Support readiness, transition planning and change activities.
• Provide expert advice to senior stakeholders.

Skills

Business design

Service transformation

Operating model design

Workshop facilitation

Stakeholder engagement

Analytical thinking

Communication skills

Agile delivery

Education

Bachelor's degree in a related field

Job description

Chandler Macleod is recruiting on behalf of our client for an experienced Business Designer to support the design and transformation of business services, processes and operating models within a large-scale digital and ICT delivery environment.

This is an exciting opportunity for a strategic and collaborative professional who thrives in complex transformation programs, applying human-centred design and business design methodologies to deliver meaningful operational and digital outcomes.

About the Role

Key responsibilities include:

• Lead business design activities across complex ICT programs
• Design future-state processes, service models and operating frameworks
• Apply human-centred and business design methodologies
• Facilitate workshops and collaborative stakeholder engagements
• Map business processes, customer journeys and organisational capabilities
• Identify business impacts, risks, dependencies and improvement opportunities
• Develop business design artefacts including capability maps, service blueprints and operating models
• Collaborate with business analysts, architects, product teams and service designers
• Support business readiness, transition planning and organisational change activities
• Provide expert advice and recommendations to senior stakeholders

Key Criteria

To be successful in this role, you will demonstrate:

• Extensive experience in business design, service transformation, operating model design or a related discipline within complex ICT environments
• Strong capability applying human-centred design, service design and business design methodologies
• Experience analysing current-state operations and designing future-state business processes, services and operating models
• Proven workshop facilitation and stakeholder engagement skills across business and technical teams
• Strong analytical and systems-thinking capability
• Excellent written and verbal communication skills, with the ability to present complex information clearly
• Experience developing operating models, capability maps, service blueprints and process models
• Knowledge of Agile delivery and contemporary digital transformation practices
• Experience supporting large-scale organisational or technology change initiatives

Details:

• Working Arrangement: Hybrid (minimum 3 days per week in the office)
• Security Requirement: Ability to obtain a Baseline Security Clearance
• Citizenship: Australian Citizenship required

If you are an experienced Business Designer with a passion for delivering transformational outcomes and improving how organisations operate through people-centred design, we would love to hear from you.