Lead Service Designer

Service Design Jobs; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

Seers Digital is seeking an experienced Lead Service Designer to support a major federal government transformation from Melbourne. You will lead human-centred discovery, map current services and design future experiences across interconnected digital and operational workstreams.

Collaborate with business, operational and technical teams to ensure services are accessible, viable and technically feasible, while guiding delivery with evidence-led recommendations.

Qualifications

• Experience leading end-to-end service design in a complex organisation.
• Strong skills in user research, evidence synthesis, systems thinking and visual communication.
• Experience developing and validating journey maps, service blueprints and future-state service models.
• Confident facilitating workshops and resolving competing stakeholder priorities.
• Experience prototyping, usability testing and embedding inclusive design and accessibility.
• Ability to translate research into clear, traceable delivery requirements.
• Strong leadership, stakeholder engagement and written communication skills.

Responsibilities

• Lead service-design activities, including research, planning, validation and stakeholder engagement.
• Conduct interviews, workshops, surveys and other research with internal and external users.
• Translate findings into clear user needs, pain points, opportunities and design recommendations.
• Develop current-state and future-state journey maps, service blueprints, ecosystem maps and process models.
• Facilitate co-design workshops and decision sessions with diverse stakeholders.
• Create and test accessible prototypes, using feedback to refine proposed services.
• Work with Business Analysts, product owners and operational leads to define prioritised requirements, business rules, acceptance criteria and minimum viable product scope.
• Collaborate with technical and assurance specialists to address privacy, security, identity, access, records and integration requirements.
• Present service options and trade-offs to support informed decisions.
• Maintain research evidence, design artefacts and decision records to support implementation and transition.

Skills

End-to-end service design

User research

Systems thinking

Journey maps & blueprints

Workshop facilitation

Prototyping & usability testing

Delivering requirements

Leadership & stakeholder engagement

Tools

BPMN

Agile

Design tools

Job description

Lead Service Designer

Seers Digital | Melbourne VIC | Hybrid

Job summary Lead human-centred service design for a major federal government transformation.

Key selling points

• Shape accessible services through research, co-design and systems thinking.
• Lead service design across a complex government transformation program.
• Join a supportive consulting team that values collaboration and your ideas.

About Seers Digital

Seers Digital is an Australian IT consulting company delivering digital transformation across government, transport, justice, financial services and other industries. We bring together talented people, practical thinking and technology to help our clients improve services and achieve meaningful outcomes.

About the role

We are seeking an experienced Lead Service Designer to support a significant transformation program for a federal government client.

Based in Melbourne, you will lead human-centred discovery and service design across interconnected digital and operational workstreams. You will research user needs, map existing services, design future experiences and turn evidence into practical recommendations that guide delivery.

Working with business, operational and technical teams, you will help ensure services are accessible, user-focused, operationally viable and technically feasible.

What you’ll do

• Lead service-design activities, including research, planning, validation and stakeholder engagement.
• Conduct interviews, workshops, surveys and other research with internal and external users.
• Translate findings into clear user needs, pain points, opportunities and design recommendations.
• Develop current-state and future-state journey maps, service blueprints, ecosystem maps and process models.
• Facilitate co-design workshops and decision sessions with diverse stakeholders.
• Create and test accessible prototypes, using feedback to refine proposed services.
• Work with Business Analysts, product owners and operational leads to define prioritised requirements, business rules, acceptance criteria and minimum viable product scope.
• Collaborate with technical and assurance specialists to address privacy, security, identity, access, records and integration requirements.
• Present service options and trade-offs to support informed decisions.
• Maintain research evidence, design artefacts and decision records to support implementation and transition.

What you’ll bring

• Demonstrated experience leading end-to-end service design within a complex organisation.
• Strong skills in user research, evidence synthesis, systems thinking and visual communication.
• Experience developing and validating journey maps, service blueprints and future-state service models.
• Confidence facilitating workshops and resolving competing stakeholder priorities.
• Experience prototyping, usability testing and embedding inclusive design and accessibility.
• The ability to translate research into clear, traceable delivery requirements.
• Strong leadership, stakeholder engagement and written communication skills.

Experience in government, justice, legal, regulatory or other services involving sensitive information will be highly regarded. Familiarity with Australian Government digital standards, Agile delivery, contemporary design tools and BPMN will also be valuable.

Location and eligibility

• Melbourne-based, with onsite attendance required.
• Hybrid working arrangements may be considered on a case-by-case basis.
• Must be able to obtain a Baseline security clearance.
• Availability to work 40 hours per week.

Why work with Seers?

• Meaningful work: Contribute to projects that improve services for people and communities.
• Variety and opportunity: Be part of a consultancy delivering across a diverse range of clients, industries and technologies.
• Supportive team: Work alongside experienced colleagues who share knowledge and support each other.
• A collaborative culture: Join a team that values open communication, teamwork and time together.
• Your contribution matters: Bring your ideas, take ownership and help shape successful outcomes.

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