LMS Experience Architect

Service Design Jobs; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

UNSW is undertaking a major transformation of its Learning Management System (LMS) and related services. As a Service Designer within the LMS Program, you will help shape how students, educators and professional staff interact with the LMS and services across the University.

Reporting to the HCD/UX Manager, you will map current and future-state service experiences, develop journeys and blueprints, and translate research into practical service requirements that support decision-making and

Qualifications

• 5+ years of experience in Service Design, Business Analysis, or a similar role.
• Experience applying service design in complex digital transformation or enterprise technology programs.
• Strong understanding of Human-Centred Design methods including user research and journey mapping.
• Experience translating user needs and business requirements into practical service improvements.
• Experience working with stakeholders, technical teams, vendors and delivery teams in complex environments.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Conduct user research to understand needs, behaviours and pain points of LMS users.
• Develop service design artefacts including journey maps, service blueprints and personas.
• Co-design end-to-end, technology-enabled LMS service experiences across ecosystems.
• Translate research findings into practical recommendations and service requirements.
• Collaborate with Service Owners, product teams, engineers and vendors to improve user experiences.
• Contribute to discovery activities, pilots and prototypes to test usability and feasibility.
• Align with UNSW aims, policies and health and safety responsibilities.

Job description

UNSW is undertaking a major transformation of its Learning Management System (LMS) and related services. As a Service Designer within the LMS Program, you will help shape how students, educators and professional staff interact with the LMS and services across the University.

Reporting to the HCD/UX Manager, you will map current and future-state service experiences, develop journeys and blueprints, and translate research into practical service requirements that support decision-making and