Service Design Lead

NTT DATA, Inc.; Canberra; Hybrid; AUD 140,000 - 210,000; Full time

Job summary

A leading global technology service provider is seeking an experienced Service Design Lead to provide strategic leadership in a large-scale digital transformation project. This role requires someone with extensive experience in service design, strong leadership skills, and proficiency in tools like Miro and Figma. The successful candidate will collaborate with multidisciplinary teams to shape and deliver user-centered designs that align with government digital standards, while working in a hybrid model requiring some onsite presence in Canberra.

Qualifications

• Several years’ experience in a lead service design role, producing high-quality service design artefacts.
• Proficiency with service design and research tools such as Miro, Figma, Useberry, and Hotjar.
• Strong leadership presence with the ability to influence and uplift design capability.
• Proficiency with service design tools such as Miro, Figma, Useberry and Hotjar.
• Excellent communication, facilitation and stakeholder engagement skills.
• Ability to manage multiple initiatives under tight timeframes.
• Experience with government digital standards and service delivery processes.
• Leadership presence to uplift design capability across teams.

Responsibilities

• Lead service design as a practice and drive maturity across the digital function.
• Ensure design outputs comply with the Australian Government Digital Service Standard.
• Develop and maintain service design artefacts including service blueprints, journey maps, and personas.
• Collaborate with product managers, architects, and delivery teams to shape scope, backlogs, and design artefacts.
• Facilitate workshops and co-creation sessions with stakeholders to ideate, test, and validate solutions.
• Develop and maintain service design artefacts including service blueprints, journey maps, personas, and service backbones.
• Continuously assess and improve design outputs to deliver value and be translated into working solutions.
• Promote innovation and best practice across service design processes and outputs.

Skills

Lead service design role

Scaled Agile Framework (SAFe)

Service design tools (Miro, Figma, Useberry, Hotjar)

Excellent communication

Stakeholder engagement

Large-scale digital transformation

Government standards knowledge

Education

Tertiary qualifications and/or professional certifications in service design

Tools

Miro

Figma

Useberry

Hotjar

Job description

We are seeking an experienced Service Design Lead to provide strategic leadership across a large-scale digital transformation environment. This role sits within an enabling services model and supports multiple delivery teams operating under a Scaled Agile Framework (SAFe).

The successful candidate will lead service design as a practice, uplift organisational capability, and ensure high-quality, user-centred design outcomes that align with government digital standards and organisational objectives.

• Contract start: February 2026
• Extension options: Up to 3 extensions of 12 months each
• Location: Australia-wide (QLD, WA, ACT, VIC, NSW, NT, SA, TAS)
• Work Right: Must Be Australian Citizen with baseline clearance
• Working arrangement: Hybrid
• Canberra-based staff: onsite at least once per week
• Interstate staff: remote, with quarterly onsite attendance for planning events (vendor expense)

Key Responsibilities

• Lead service design as a practice and drive maturity across the digital function
• Provide governance and quality assurance through a Design Reference Group
• Ensure design outputs comply with the Australian Government Digital Service Standard (v2.0) and internal service design frameworks
• Collaborate with product managers, architects, and delivery teams to shape scope, backlogs, and design artefacts
• Facilitate workshops and co-creation sessions with stakeholders to ideate, test, and validate solutions
• Develop and maintain service design artefacts including service blueprints, journey maps, personas, and service backbones
• Continuously assess and improve design outputs to ensure they deliver value and are easily translated into working solutions
• Promote innovation and best practice across service design processes and outputs

Essential Skills and Experience

• Several years’ experience in a lead service design role, producing high-quality service design artefacts in collaboration with multidisciplinary teams
• Strong experience working within a Scaled Agile Framework (SAFe)
• Relevant tertiary qualifications and/or professional certifications in service design
• Proficiency with service design and research tools such as Miro, Figma, Useberry, and Hotjar
• Excellent communication, facilitation, and stakeholder engagement skills
• Proven ability to manage multiple initiatives simultaneously and deliver under tight timeframes
• Experience in large, complex digital environments
• Familiarity with government digital standards and service delivery processes
• Strong leadership presence with the ability to influence and uplift design capability across teams

This role offers the opportunity to make a meaningful impact by shaping high-quality, user-centred digital services at scale