Lead Service Designer

Seers Group Australia; Melbourne; On-site; AUD 100,000 - 150,000; Full time

Job summary

Seers Digital in Melbourne is seeking a Service Designer to lead user-centred service design, researching stakeholder needs and mapping end-to-end journeys. You will develop service blueprints, prototypes and artefacts that improve delivery and user experience, translating insights into clear requirements and priorities aligned with organisational objectives.

You will work with cross-functional teams to define requirements, ensure accessibility and security compliance, and promote best

Qualifications

• Experience with digital service design for portals, workflow, identity and access, notifications, payments, case management, restricted information or provider integration.
• Experience working in Agile or multidisciplinary teams and maintaining design continuity through procurement, supplier mobilisation, build and user acceptance testing.
• Proficiency with contemporary research, collaboration, prototyping and service mapping tools, and familiarity with Business Process Model and Notation.

Responsibilities

• Lead service design activities, ensuring alignment with program objectives and delivery milestones.
• Conduct user research and translate findings into actionable insights and recommendations.
• Design and map end to end services, including customer journeys, service blueprints, and future state models.
• facilitate workshops and stakeholder engagement sessions to support co design and decision making
• Prototype, test, and refine service experiences based on user feedback and evidence
• Embed accessibility, inclusion, and user centred design principles across all activities
• Collaborate with cross functional teams to define requirements, priorities, and service outcomes
• Ensure designs meet business, operational, security, privacy, and compliance requirements.
• Evaluate service options and provide recommendations to support informed decision making
• Maintain design documentation, governance artefacts, and traceability of decisions
• Promote service design best practices and represent the function in project and governance forums.

Skills

Service design

User research

Stakeholder engagement

Agile teams

Prototyping

Tools

Figma

Balsamiq

UX prototyping tools

Job description

Mandatory: Must hold a Baseline clearance

Seers Digital is an Australian IT consulting firm delivering digital, automation and AI solutions for government and enterprise clients. We value ownership, strong delivery, customer service and continued learning.

The opportunity

The Service Designer will lead user-centred service design activities, researching the needs of internal and external stakeholders and mapping end to end service journeys, processes and ecosystems. Working closely with business technology and operational teams, they will develop service blueprints, prototypes and design artefacts that improve service delivery and user experience. The role is responsible for translating research insights into clear requirement, business rules and implementation priorities, ensuring solutions are accessible, feasible and aligned with organisational objectives.

What you’ll do

• Lead service design activities, ensuring alignment with program objectives and delivery milestones.
• Conduct user research and translate findings into actionable insights and recommendations.
• Design and map end to end services, including customer journeys, service blueprints, and future state models.
• facilitate workshops and stakeholder engagement sessions to support co design and decision making
• Prototype, test, and refine service experiences based on user feedback and evidence
• Embed accessibility, inclusion, and user centred design principles across all activities
• Collaborate with cross functional teams to define requirements, priorities, and service outcomes
• Ensure designs meet business, operational, security, privacy, and compliance requirements.
• Evaluate service options and provide recommendations to support informed decision making
• Maintain design documentation, governance artefacts, and traceability of decisions
• Promote service design best practices and represent the function in project and governance forums.

What you’ll bring

• Experience with digital service design for portals, workflow, identity and access, notifications, payments, case management, restricted information or provider integration.
• Experience working in Agile or multidisciplinary teams and maintaining design continuity through procurement, supplier mobilisation, build and user acceptance testing.
• Proficiency with contemporary research, collaboration, prototyping and service mapping tools, and familiarity with Business Process Model and Notation.

Why join Seers Digital?

• Work on meaningful government and enterprise projects.
• Join a collaborative team that values your expertise and ideas.
• Enjoy autonomy and trust, with supportive leadership.
• Grow your career with opportunities to step into leadership roles, supported by mentoring and experienced specialists.
• Be part of a people-first culture with open communication, team activities and social events.

Mandatory eligibility:

You must be an Australian citizen, live in Melbourne and hold a current Australian Government Baseline security clearance or higher.