Lead Service Designer

Recruitment Hive; Melbourne; Hybrid; AUD 129,000 - 185,000; Full time

Job summary

The Recruitment Hive Pty Ltd is seeking an experienced Lead Service Designer for a Federal Government organisation based in Melbourne. This 6-month contract with potential extension requires baseline security clearance and offers some work-from-home flexibility.

You will lead end-to-end service design across a complex government transformation, conduct user research, develop journey maps and prototypes, facilitate workshops, and present recommendations to senior stakeholders while ensuring

Qualifications

• Strong knowledge of human-centred design and the Australian Government Digital Experience Policy.
• Experience in user research, journey mapping, service blueprinting and prototyping.
• Excellent communication and stakeholder engagement, including presenting to senior executives.

Responsibilities

• Lead end-to-end service design across a complex government transformation program.
• Conduct user research and translate insights into practical design recommendations.
• Develop user journey maps, service blueprints, process flows and prototypes.
• Facilitate co-design workshops and collaborate with business, technical and operational stakeholders.
• Test and refine service concepts to improve usability, accessibility and user experience.
• Translate research findings into prioritised requirements, business rules and acceptance criteria.
• Ensure designs consider privacy, security, accessibility, operational requirements and service delivery.
• Manage design deliverables and communicate recommendations to senior stakeholders.

Skills

Human-centred design

Digital Experience Policy

User research

Journey mapping

Service blueprinting

Prototyping

Workshop facilitation

Stakeholder management

Accessibility standards

Agile delivery

Job description

• 6-month contract with potential extension
• Baseline Security Clearance required
• Melbourne, VIC - Some Work from Home

Our client, a Federal Government organisation responsible for delivering essential national services and supporting the administration of justice are seeking an experienced Lead Service Designer.

Duties of the Lead Service Deisgner

• Lead end-to-end service design across a complex government transformation program;
• Conduct user research and translate insights into practical design recommendations;
• Develop user journey maps, service blueprints, process flows and prototypes;
• Facilitate co-design workshops and collaborate with business, technical and operational stakeholders;
• Test and refine service concepts to improve usability, accessibility and user experience;
• Translate research findings into prioritised requirements, business rules and acceptance criteria;
• Ensure designs consider privacy, security, accessibility, operational requirements and service delivery;
• Manage design deliverables and communicate recommendations to senior stakeholders.

Skills and Experience Required

• Strong knowledge of human-centred design and the Australian Government Digital Experience Policy;
• Demonstrated experience in user research, journey mapping, service blueprinting and prototyping;
• Proven ability to facilitate workshops and build consensus across diverse stakeholder groups;
• Ability to translate research and user insights into actionable requirements and recommendations;
• Excellent communication and stakeholder engagement skills, including presenting to senior executives.
• Experience within the justice, legal or judicial sector;
• Experience designing digital portals, ordering and payment services, or other complex user journeys;
• Familiarity with accessibility standards, Agile delivery and service-mapping tools.

Please note, applications close on Friday, 13 November 2026 - 11:00am, Canberra time

We Value Diversity

The Recruitment Hive is a proud Equal Opportunity Employer. We recognise the value of diverse perspectives and experience and are committed to an inclusive workplace where everyone feels valued and respected for who they are. We encourage people with disability, indigenous, veterans and people of all backgrounds and abilities to express their interest in this role.