Lead Service Designer — Government Transformation (Hybrid)

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

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.