Service Designer (Hybrid)

UNSW; Sydney; On-site; AUD 154,000 - 163,000; Full time

Benefits offered by this job

Career development opportunities

17% Superannuation contributions and 3

Additional 3 days of leave over Xmas

Discounts and entitlements (retail,教育,

Additional leave loading payments

Job summary

UNSW is undertaking a major transformation of its Learning Management System (LMS). As a Service Designer within the LMS Program, you will shape how students, educators and staff interact with the LMS and related services.

Reporting to the HCD/UX Manager, you will map current and future-state service experiences and identify opportunities to improve services and interactions. You will work with Service Owners, product teams and vendors to translate insights into journey maps, service blueprints

Qualifications

• 5+ years of experience in Service Design, Business Analysis, or a similar role.
• Experience applying service design in complex digital transformation, enterprise technology or large-scale change programs.
• Strong understanding of Human-Centred Design methods, including user research, journey mapping, service blueprinting, workshop facilitation and co-design.

Responsibilities

• Conduct user research and discovery activities to understand needs and pain points of students, educators and staff.
• Develop service design artefacts including journey maps, service blueprints, personas and stakeholder maps.
• Co-design end-to-end technology-enabled service experiences across the LMS ecosystem and processes.
• Translate research findings into practical recommendations and service requirements.
• Collaborate with engineers, UX/UI, architecture and delivery teams to reflect service design in solutions.
• Assess service viability including value, operational impacts, scalability and readiness.

Skills

Service design

User research

Journey mapping

Service blueprinting

Agile/Scrum

Stakeholder engagement

Operational design

Job description

• Employment Type: Full-time (35 hours per week)
• Remuneration: $153,933 - $163,338 + 17% super + leave loading
• Location: UNSW Kensington Campus – Hybrid work arrangement

This Job is based in Australia

• Employment Type: Full-time (35 hours per week)
• Duration: Fixed-term contract till 30 June 2029
• Remuneration: $153,933 - $163,338 + 17% super + leave loading
• Location: UNSW Kensington Campus – Hybrid work arrangement

About UNSW

UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Why Your Role Matters

UNSW is undertaking a major transformation of its Learning Management System (LMS) and the services, processes and user experiences that support teaching and learning across the University. As a Service Designer within the LMS Program, you will help shape how students, educators and professional staff interact with the LMS and related services.

Reporting to the HCD/UX Manager, you will work across the Program to understand user needs, map current and future-state service experiences, and identify opportunities to improve the services, processes and interactions that support teaching and learning at UNSW.

Working closely with Service Owners, business stakeholders, product teams, designers, engineers and vendors, you will translate insights into journey maps, service blueprints, service requirements and design artefacts that support program decision-making and delivery. You will help connect user needs with business objectives and technical implementation, translating research and insights into practical service requirements, service models and design recommendations that support effective decision-making and delivery outcomes.

You will contribute to discovery activities, proof-of-concepts, prototypes and pilot initiatives to test usability, functionality, scalability and service viability. Working with engineering, UX/UI, architecture, cybersecurity and delivery teams, you will help ensure solutions meet user needs while considering operational requirements, service support models and long-term sustainability.

This is an exciting opportunity to contribute to one of UNSW's largest digital transformation programs and help improve the LMS-enabled experiences of students, educators and staff across the University.

Responsibilities Summary

• Conduct user research and discovery activities to understand the needs, behaviours and pain points of students, educators, professional staff and support teams interacting with the LMS ecosystem.
• Support workshops, interviews, co-design sessions and stakeholder engagement activities to gather insights and inform service design outcomes.
• Develop service design artefacts including journey maps, service blueprints, personas, stakeholder maps and future-state service models.
• Co-design end-to-end technology-enabled service experiences across the LMS ecosystem and associated processes, consider user, business, technical and operational requirements.
• Translate research findings and user insights into practical recommendations, service requirements and design outputs that inform program and solution decisions.
• Work closely with Service Owners, business stakeholders, product teams and vendors to identify opportunities for service improvements and enhanced user experiences.
• Collaborate with engineering, UX/UI, architecture, cybersecurity and delivery teams to ensure service design outcomes are understood and reflected in solution design and implementation.
• Contribute to the development and evaluation of proof-of-concepts, prototypes and pilot activities to test usability, functionality, scalability and service viability.
• Assess and communicate service viability considerations, including user value, operational impacts, scalability and implementation readiness, to support information program decisions.
• Support the design of operational processes, service models and supporting practices required for successful implementation of LMS-related services.
• Consider service support, operational processes and transition requirements when designing future-state services and experiences to help ensure successful adoption and ongoing delivery.
• Analyse user feedback, service metrics, operational insights and research insights to identify opportunities for continuous improvement, measure service effectiveness and inform decision-making.
• Apply Human-Centred Design and Service Design methods and practices across the LMS Program to ensure solutions remain aligned to user and stakeholder needs.
• Create and maintain clear documentation and design artefacts that communicate insights, recommendations and service design outcomes to diverse stakeholder groups.
• Align with and actively demonstrate the UNSW Code of Conduct and Values.
• Identify and control psychosocial and physical health and safety risks associated with tasks, projects and activities within the area of responsibility.

Position Description at JOBS@UNSW.

Skills And Experience Summary

• 5+ years of experience in Service Design, Business Analysis, or a similar role.
• Experience applying service design practices within complex digital transformation, enterprise technology or large-scale change programs, ideally involving technology-enabled services or platforms.
• Strong understanding of Human-Centred Design methods, including user research, journey mapping, service blueprinting, workshop facilitation and co-design.
• Experience translating user needs, research findings and business requirements into practical service and experience improvements.
• Experience working collaboratively with business stakeholders, technical teams, vendors and delivery teams in complex environments.
• Strong communication, facilitation and stakeholder engagement skills, including the ability to build relationships across diverse stakeholder groups.
• Experience contributing to discovery activities, pilots, proof-of-concepts or iterative testing approaches that inform service and product decisions.
• Experience creating service design artefacts such as journey maps, service blueprints, personas, ecosystem maps and future-state service models.
• Understanding of operational service considerations, service support requirements and the factors that contribute to sustainable service delivery and continuous improvement.
• Understanding of technology delivery approaches and experience working in Agile, Scrum or iterative delivery environments.
• Familiarity with enterprise platforms, digital products or service ecosystems and the operational considerations required to support them.
• Strong analytical and problem-solving skills, with the ability to use qualitative and quantitative insights to inform decision-making.
• Ability to manage competing priorities and work effectively both independently and as part of a multidisciplinary team.
• An understanding of and commitment to UNSW's aims, objectives, values, relevant policies and health and safety responsibilities.

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:

• Career development opportunities
• 17% Superannuation contributions and additional leave loading payments
• Additional 3 days of leave over Christmas period
• Discounts and entitlements (retail, education, fitness)

Mandatory Application Questions

To be completed while completing and submitting the application form.

• Share a detailed example of how you uncovered the true user needs when people say one thing and do another?
• What Human-Centred Design prototypes, methods, and artefacts have you used most frequently (e.g. user research, journey mapping, service blueprinting, co-design workshops)?
• Describe how you test your designs with people who have differing abilities and backgrounds? How have you translated these user insights into requirements, design decisions or implemented solutions?
• What experience do you have working within large-scale digital transformation, enterprise technology or platform implementation programs?

Get in Touch

For queries about the role reach out the LMS Program Manager, Timothy Hands on: [e-mail]

For queries regarding the recruitment process, reach out to the Talent Acquisition Partner, Ayla Kamal on: [e-mail]

• Applications sent via email will not be accepted, please apply via the application portal.

A copy of the Position Description can be found on JOBS@UNSW.

Pre-Employment Checks

As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.

UNSW is committed to evolving a culture that embraces equity and supports a diverse and inclusive community where everyone can participate fairly, in a safe and respectful environment. We welcome candidates from all backgrounds and encourage applications from people of diverse gender, sexual orientation, cultural and linguistic backgrounds, Aboriginal and Torres Strait Islander background, people with disability and those with caring and family responsibilities. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.