Senior Service Designer – IT Transformation

NCS Group Australia; City of Melbourne; On-site; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Paid parental leave

Well-being initiatives

Discounted health insurance

Product discounts

Recognition and rewards

Training and learning opportunities

Job summary

NCS Group Australia is seeking a Senior Service Designer to lead the transformation of service delivery in a large-scale IT environment. You'll leverage your expertise in Figma to create user-focused service journeys that resonate with both customers and employees.

The ideal candidate will thrive in complex, fast-paced situations and demonstrate strong stakeholder engagement skills. This role offers various benefits, including career development programs and parental leave.

Qualifications

• Proven experience in service design within complex enterprise settings.
• Advanced skills in Figma for journey mapping.
• Ability to simplify complex systems into user-centric solutions.

Responsibilities

• Design end-to-end service journeys that improve user experiences.
• Collaborate with stakeholders to drive service alignment.
• Navigate complexity in telecommunications and large-scale transformations.

Skills

Service design outcomes

Figma proficiency

Stakeholder engagement

User-centric experiences

Design thinking practices

Job description

Job Description

We’re looking for a Senior Service Designer to help shape the future of service delivery within a large-scale IT transformation. This is an opportunity to design meaningful, human-centred experiences that simplify complexity and create real impact for customers and employees.

Responsibilities

• Bring a strong user-first mindset to reimagine end-to-end service journeys, translating complex systems, platforms, and processes into intuitive and seamless experiences. With a strong foundation in Figma, create clear, compelling journey maps and service artefacts that bring stakeholders on the journey and drive alignment across teams.
• Operate in a complex, enterprise environment, working closely with stakeholders across technology, digital, and operations to influence outcomes and embed better ways of working. Be comfortable navigating ambiguity, connecting frontstage experiences with backend processes, and designing services that are both scalable and future-ready.
• Draw on experience within telecommunications or similarly complex, high-volume service environments, particularly where worked across large-scale transformation or modernization initiatives.

Qualifications

• Proven experience delivering service design outcomes in complex enterprise or transformation environments.
• Advanced proficiency in Figma, including journey mapping and visual storytelling.
• Demonstrated ability to simplify complex systems into clear, user-centric experiences.
• Strong stakeholder engagement and influencing skills across cross-functional teams.
• Experience designing end-to-end services, covering both customer-facing and backend processes.
• Ability to operate effectively in fast-paced, ambiguous environments.
• Experience in telecommunications or other complex, high-volume service industries highly regarded.
• Solid grounding in human-centred design methodologies and design thinking practices.

Benefits

• Paid parental leave.
• Initiatives focused on well-being.
• Discounted health insurance.
• Discounts on various products and services.
• Regular recognition and rewards for high performance.
• Career development through training programs and learning platforms.

Equal Opportunity

NCS Australia is an equal-opportunity employer, and we take pride in our commitment to valuing and supporting our people and the communities we serve. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Veterans, Aboriginal and/or Torres Strait Islander community. We actively support and encourage people with disability to apply.