Senior Service Designer: CSR Experience Leader (Hybrid)

Service NSW; Sydney; Hybrid; AUD 167,000 - 201,000; Full time

Job summary

Service NSW is seeking a Principal Service Designer to lead the design of a simpler, more connected experience for frontline staff delivering government services. You will study service centres, map CSR journeys, and translate insights into tangible improvements within the Unify platform.

You will work with product, engineering and policy teams to drive scalable, human-centred designs that reduce handling time and improve multi-channel interactions.

Qualifications

• Extensive service design experience in complex enterprise or multi-channel settings.
• Strong portfolio with discovery, journey maps, service blueprints and operating models.
• Experience leading cross-functional initiatives across agencies or stakeholder groups.
• Ability to influence senior executives and stakeholders using evidence.

Responsibilities

• Lead end-to-end CSR experience design across Unify.
• Research frontline teams and map CSR journeys end-to-end.
• Identify opportunities to reduce handling time and unnecessary steps.
• Design scalable experiences for hundreds of transactions and use cases.
• Collaborate with product, engineering, operations, policy and agencies.

Skills

Service design leadership

Portfolio of service design work

Systems thinking

Stakeholder management

Agile delivery

Executive influence

Education

Tertiary qualifications in design or related discipline

Job description

Service NSW is seeking a Principal Service Designer to lead the design of a simpler, more connected experience for frontline staff delivering government services. You will study service centres, map CSR journeys, and translate insights into tangible improvements within the Unify platform.

You will work with product, engineering and policy teams to drive scalable, human-centred designs that reduce handling time and improve multi-channel interactions.