Lead Service Designer – Government Transformation Program

Work Initiatives; Melbourne; On-site; AUD 111,000 - 221,000; Full time

Benefits offered by this job

Weekly Pay

No payroll processing fees

Upskilling opportunities

Job summary

Akkodis is seeking an experienced Lead Service Designer to drive discovery, research, service design and validation across a major transformation program in the government sector. You will map complex ecosystems, develop future-state service models, and translate insights into actionable delivery outcomes.

Working with senior leadership and multidisciplinary teams, you’ll facilitate co-design workshops, synthesize user needs, and create decision-ready artefacts to guide implementation.

Qualifications

• Proven experience leading end-to-end service design initiatives within large and complex organisations.
• Strong capability in user research, journey mapping, service blueprinting and systems thinking.
• Demonstrated experience facilitating co-design workshops and stakeholder engagement across diverse groups.
• Expertise translating user insights into requirements, business rules, MVP scope and delivery outcomes.
• Experience working within Federal or State Government transformation programs highly regarded.
• Understanding of Human-Centred Design principles and Digital Experience Policy.
• Strong communication and visual storytelling skills.

Responsibilities

• Lead the service design workstream across a complex transformation program.
• Conduct and synthesise user research using qualitative and quantitative methods.
• Develop journey maps, service blueprints, ecosystem maps and target-state service models.
• Facilitate workshops, co-design sessions and stakeholder engagement activities.
• Prototype, test and iterate service concepts using user feedback and accessibility principles.
• Translate service design outcomes into prioritised business requirements and implementation roadmaps.
• Work closely with business analysts, architects, delivery teams and operational stakeholders.
• Analyse service options and provide evidence-based recommendations to executives and governance forums.
• Maintain design repositories, research artefacts and traceability documentation.
• Champion human-centred design and continuous service improvement practices.
• Ideal Background: Service Design leadership within large-scale transformation programs.
• Government, justice, legal, regulatory or other high-trust environments.
• Digital services involving portals, workflows, payments, case management or customer-facing platforms.
• Agile and multidisciplinary delivery environments.

Skills

Lead service design

User research

Journey mapping

Service blueprinting

Systems thinking

Co-design workshops

Stakeholder engagement

Tools

None specified

Job description

Akkodis is seeking an experienced Lead Service Designer to drive discovery, research, service design and validation across a major transformation program in the government sector. You will map complex ecosystems, develop future-state service models, and translate insights into actionable delivery outcomes.

Working with senior leadership and multidisciplinary teams, you’ll facilitate co-design workshops, synthesize user needs, and create decision-ready artefacts to guide implementation.