Senior Service Designer - Digital Transformation Leader

Elysium Digital; Melbourne; On-site; AUD 140,000 - 210,000; Full time

Job summary

Elysium Digital seeks an experienced Lead Service Designer to spearhead the design and delivery of complex digital services within a large-scale enterprise context.

You will lead human-centred design activities across discovery, design and delivery, collaborating with stakeholders, delivery teams and executives to identify user needs and deliver actionable, outcome-focused service concepts.

Qualifications

• Demonstrated experience leading service design initiatives within large and complex organisations.
• Strong expertise in Human-Centred Design (HCD), design thinking and service design methodologies.
• Experience creating customer journeys, service blueprints, ecosystem maps and design artefacts.
• Proven stakeholder engagement and workshop facilitation skills.
• Ability to synthesise qualitative and quantitative research into actionable insights.
• Experience working within agile and multidisciplinary delivery teams.
• Strong written and verbal communication skills, including executive-level engagement.
• Experience working on large-scale digital transformation or business transformation programs.
• Experience within government, regulated industries or complex service environments.
• Knowledge of accessibility standards and inclusive design principles.

Responsibilities

• Lead end-to-end service design activities across discovery, design and delivery phases.
• Conduct and synthesise customer and stakeholder research to identify user needs, pain points and opportunities.
• Develop service blueprints, customer journeys, ecosystem maps and future-state service models.
• Facilitate workshops, co-design sessions and stakeholder engagements to build alignment and consensus.
• Translate research insights into actionable recommendations, requirements and delivery artefacts.
• Support the design, testing and validation of prototypes and service concepts.
• Collaborate with product, business and technology teams to ensure customer-centred outcomes are embedded throughout delivery.
• Contribute to service strategy, operating model design and continuous improvement initiatives.
• Present findings, recommendations and service concepts to senior stakeholders and executive audiences.

Skills

Human-centred design

Design thinking

Service design

Stakeholder engagement

Workshop facilitation

Research synthesis

Agile delivery

Executive communication

Large-scale transformation

Governance practices

Accessibility & inclusive design

Job description

Elysium Digital seeks an experienced Lead Service Designer to spearhead the design and delivery of complex digital services within a large-scale enterprise context.

You will lead human-centred design activities across discovery, design and delivery, collaborating with stakeholders, delivery teams and executives to identify user needs and deliver actionable, outcome-focused service concepts.