Lead Service Designer

Elysium Digital; Melbourne; On-site; AUD 140,000 - 210,000; Full time

Job summary

Elysium Digital seeks an experienced Lead Service Designer to spearhead the design and delivery of complex digital services within a large-scale enterprise context.

You will lead human-centred design activities across discovery, design and delivery, collaborating with stakeholders, delivery teams and executives to identify user needs and deliver actionable, outcome-focused service concepts.

Qualifications

• Demonstrated experience leading service design initiatives within large and complex organisations.
• Strong expertise in Human-Centred Design (HCD), design thinking and service design methodologies.
• Experience creating customer journeys, service blueprints, ecosystem maps and design artefacts.
• Proven stakeholder engagement and workshop facilitation skills.
• Ability to synthesise qualitative and quantitative research into actionable insights.
• Experience working within agile and multidisciplinary delivery teams.
• Strong written and verbal communication skills, including executive-level engagement.
• Experience working on large-scale digital transformation or business transformation programs.
• Experience within government, regulated industries or complex service environments.
• Knowledge of accessibility standards and inclusive design principles.

Responsibilities

• Lead end-to-end service design activities across discovery, design and delivery phases.
• Conduct and synthesise customer and stakeholder research to identify user needs, pain points and opportunities.
• Develop service blueprints, customer journeys, ecosystem maps and future-state service models.
• Facilitate workshops, co-design sessions and stakeholder engagements to build alignment and consensus.
• Translate research insights into actionable recommendations, requirements and delivery artefacts.
• Support the design, testing and validation of prototypes and service concepts.
• Collaborate with product, business and technology teams to ensure customer-centred outcomes are embedded throughout delivery.
• Contribute to service strategy, operating model design and continuous improvement initiatives.
• Present findings, recommendations and service concepts to senior stakeholders and executive audiences.

Skills

Human-centred design

Design thinking

Service design

Stakeholder engagement

Workshop facilitation

Research synthesis

Agile delivery

Executive communication

Large-scale transformation

Governance practices

Accessibility & inclusive design

Job description

We are seeking an experienced Lead Service Designer to drive the design and delivery of complex digital services that improve user experiences and business outcomes within a large-scale enterprise environment.

This role will lead human-centred design activities across complex service ecosystems, working closely with business stakeholders, delivery teams, researchers, architects and technical specialists to design services that are accessible, efficient and aligned to organisational objectives.

Key Responsibilities

• Lead end-to-end service design activities across discovery, design and delivery phases.
• Conduct and synthesise customer and stakeholder research to identify user needs, pain points and opportunities.
• Develop service blueprints, customer journeys, ecosystem maps and future-state service models.
• Facilitate workshops, co-design sessions and stakeholder engagements to build alignment and consensus.
• Translate research insights into actionable recommendations, requirements and delivery artefacts.
• Support the design, testing and validation of prototypes and service concepts.
• Collaborate with product, business and technology teams to ensure customer-centred outcomes are embedded throughout delivery.
• Contribute to service strategy, operating model design and continuous improvement initiatives.
• Present findings, recommendations and service concepts to senior stakeholders and executive audiences.

Required Skills & Experience

• Demonstrated experience leading service design initiatives within large and complex organisations.
• Strong expertise in Human-Centred Design (HCD), design thinking and service design methodologies.
• Experience creating customer journeys, service blueprints, ecosystem maps and design artefacts.
• Proven stakeholder engagement and workshop facilitation skills.
• Ability to synthesise qualitative and quantitative research into actionable insights.
• Experience working within agile and multidisciplinary delivery teams.
• Strong written and verbal communication skills, including executive-level engagement.
• Experience working on large-scale digital transformation or business transformation programs.
• Experience within government, regulated industries or complex service environments.
• Knowledge of accessibility standards and inclusive design principles.
• Experience working with online portals, workflow systems, case management platforms or customer service channels.
• Understanding of digital service delivery frameworks and governance practices.