Senior Service Designer

UNSW; Sydney; On-site; AUD 139,000 - 169,000; Full time

Benefits offered by this job

Flexible Working Options (work from -?

Career development opportunities

Up to 50% discount on UNSW courses

Flexible 17% Superannuation

Discounts and entitlements (retail,教育,

Job summary

UNSW is seeking a Senior Service Designer (Design Operations Lead) to optimise design processes within the Business Optimisation Strategy (BOS) program. You will enable human-centered solutions at scale, delivering measurable improvements across faculties and services.

Reporting to the Service Transformation Program Manager, you will drive operational excellence, design systems, and governance across HR, Finance and IT while partnering with stakeholders to realise strategic outcomes at UNSW.

Qualifications

• Proven track record leading design operations and service design initiatives in complex environments.
• Strong leadership and stakeholder engagement skills, with experience managing multidisciplinary teams and advising senior executives.
• High-level communication and facilitation skills in driving change and resource allocation.

Responsibilities

• Align BOS Service design with broader organisational design and experience initiatives.
• Lead BOS Service Design and refine services and workflows to improve efficiency, quality, experience and scalability.
• Define and standardise experience principles adhering to accessibility and service design practices.
• Track delivery progress and report insights to senior stakeholders to guide decision-making.
• Drive Human-Centred Design capability to influence design decisions for cohesive customer experience.
• Foster cross-functional collaboration and continuous improvement.

Skills

End-to-end improvement

Design operations leadership

Stakeholder engagement

Communication and facilitation

Education

Relevant tertiary qualifications

Tools

Design systems

Customer journey mapping

Experience design

Job description

• Employment Type: Full Time, Fixed Term 2-year position
• Remuneration: Level 9: From $153,933 + 17% superannuation and leave loading
• Location: Kensington with transition to newly renovated office at our Randwick campus, anticipated for October 2026

This Job is based in Australia

• Employment Type: Full Time, Fixed Term 2-year position
• Remuneration: Level 9: From $153,933 + 17% superannuation and leave loading
• Location: Kensington with transition to newly renovated office at our Randwick campus, anticipated for October 2026

About UNSW

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work. We aspire to be Australia’s global university, improving and transforming lives through excellence in research, outstanding education and a commitment to advancing a just society.

About The Role

The Business Optimisation Strategy (BOS) is a landmark investment to modernise UNSW’s enterprise platforms and transform service delivery across HR, Finance and IT through the implementation of the ServiceNow and Oracle SaaS platforms.

By simplifying processes, improving data foundations, and enabling intelligent automation, BOS supports UNSW’s Progress for All strategy - returning valuable time to staff for teaching, research, and student impact.

As BOS mobilises, we are seeking an experienced Senior Service Designer (titled internally as Design Operations Lead) to optimise UNSW's design processes, workflows, and systems to deliver high-impact, human-centered solutions at scale.

Reporting to the Service Transformation Program Manager with no direct reports, the role provides strategic leadership to align operations with University and Faculty priorities. Key responsibilities include driving operational excellence, human centred design, building organisational capability, and guiding strategic decision-making across the institution.

Responsibilities

• Align BOS Service design with broader organisational design and experience initiatives.
• Lead BOS Service Design and refine services and workflows to improve design efficiency, quality, experience and scalability.
• Define and standardise experience principles that adhere to good HCD, accessibility and service design practises.
• Track, delivery progress and key performance metrics and report strategic insights to senior stakeholders to guide decision-making.
• Drive Human-Centred Design capability to influence design decisions to deliver a coherent, accessible and good end to end customer experience.
• Foster cross-functional collaboration and consultation to embed best practices and continuous improvement.

About You

• Relevant tertiary qualifications paired with extensive expertise in end-to-end improvement and transformation.
• Proven track record leading design operations and service design initiatives in complex environments.
• Strong leadership and stakeholder engagement skills, with experience managing multidisciplinary teams and advising senior executives.
• Advanced capability in design systems, customer journey mapping, and experience design.
• High-level communication and facilitation skills, with a focus on driving change, allocating resources, and balancing competing priorities.
• Thorough understanding of UNSW values, strategic aims, and institutional health and safety responsibilities.

Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.

UNSW Benefits and Culture:

People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Flexible Working Options (work from home, flexible hours etc)
• Additional 3 days leave during December festive period.
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice.
• Discounts and entitlements (retail, education, fitness passport)

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

Pre-Employment Checks

Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.

• National and International Criminal history checks
• Entitlement to work and ID checks
• Working With Children Checks
• Completion of a Gender-Based Violence Prevention Declaration
• Verification of relevant qualifications
• Verification of relevant professional membership
• Employment history and reference checks
• Financial responsibility assessments/checks.
• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.