Lead Service Designer

Seers Group Australia Pty; Melbourne; Remote; AUD 96,000 - 126,000; Full time

Benefits offered by this job

ASAP start

12-month assignment

Nationwide location

Daily rate 602.55 AUD + Super

Job summary

Seers Group Australia Pty is seeking a Senior Service Designer to lead service design initiatives within a large government-backed environment. The role focuses on understanding current processes, mapping customer journeys, and designing practical improvements that enhance service delivery and outcomes.

You will work with stakeholders across policy, operations, and technology to deliver measurable improvements and drive user-centered change.

Qualifications

• Experience in service design, customer experience, or human-centred design.
• Experience conducting time and motion studies.
• Experience within government, health, disability, insurance, banking, or other large service delivery organisations.
• Lean, Six Sigma, Agile, Continuous Improvement, or Business Process Management experience.
• Experience working on transformation or organisational change programs.

Responsibilities

• Analyse and map current business processes and customer journeys.
• Identify inefficiencies, risks, bottlenecks, and opportunities for improvement.
• Facilitate workshops and stakeholder engagement sessions to gather insights and requirements.
• Conduct operational analysis, including time and motion studies and process reviews.
• Collect, interpret, and analyse data from a variety of sources to support decision-making.
• Develop recommendations to improve business processes, customer experiences, and operational performance.
• Collaborate with service designers, business analysts, project teams, and business stakeholders to design and deliver effective solutions.
• Support testing and evaluation activities to measure the effectiveness of process improvements.
• Contribute to continuous improvement initiatives and maintain improvement backlogs.
• Provide guidance and coaching to team members on process improvement methods and best practices.

Skills

Service design

Time and motion studies

Government/large organisations

Lean/Six Sigma/Agile/CI/BPM

Transformation programs

Job description

Senior Service Designer

Posted 4 days ago

About the company:
This Federal Government agency works to deliver programs and services that support people with disability and their families, aiming to improve access, engagement, and outcomes across Australia. The agency collaborates closely with communities, service providers, and government stakeholders to implement initiatives that enhance social inclusion, wellbeing, and equity.
About the Team
The Service Design team works closely with stakeholders to improve services, processes, and experiences for customers. The team focuses on identifying opportunities to simplify and enhance service delivery by understanding user needs, analysing business processes, and designing practical improvements that deliver better outcomes. Working across policy, operations, technology, and business functions, the team drives continuous improvement initiatives that improve efficiency, consistency, and customer experience.

About the Role
The Agency is seeking an experienced Process Improvement Specialist to lead and support complex business improvement initiatives across a large and dynamic operating environment. This role will focus on understanding current processes, identifying opportunities for improvement, analysing operational data, and designing practical solutions that enhance service delivery and customer outcomes. Working closely with business stakeholders, service designers, business analysts, and operational teams, you will play a key role in shaping future processes and supporting the delivery of continuous improvement initiatives. This is an excellent opportunity for someone who enjoys solving complex business problems, engaging with stakeholders, and driving meaningful change.

Key Responsibilities

• Analyse and map current business processes and customer journeys.
• Identify inefficiencies, risks, bottlenecks, and opportunities for improvement.
• Facilitate workshops and stakeholder engagement sessions to gather insights and requirements.
• Conduct operational analysis, including time and motion studies and process reviews.
• Collect, interpret, and analyse data from a variety of sources to support decision-making.
• Develop recommendations to improve business processes, customer experiences, and operational performance.
• Collaborate with service designers, business analysts, project teams, and business stakeholders to design and deliver effective solutions.
• Support testing and evaluation activities to measure the effectiveness of process improvements.
• Contribute to continuous improvement initiatives and maintain improvement backlogs.
• Provide guidance and coaching to team members on process improvement methods and best practices.

You Must Have

• Experience in service design, customer experience, or human-centred design.
• Experience conducting time and motion studies.
• Experience within government, health, disability, insurance, banking, or other large service delivery organisations.
• Lean, Six Sigma, Agile, Continuous Improvement, or Business Process Management experience.
• Experience working on transformation or organisational change programs.

Benefits

• ASAP start (pending Federal Police Clearance)
• 12-month assignment with potential extension
• Location: Nationwide
• $602.55 daily + Super

Application closes on the 15 November 2026