Service Designer - IT Innovation Enablement

University of New South Wales; Sydney; Hybrid; AUD 154,000 - 163,000; Full time

Benefits offered by this job

17% Superannuation contributions and 3

leave loading

Additional 3 days of leave over the 2-

Job summary

UNSW is seeking a Service Designer in Innovation Enablement to transform customer insight and complex needs into market-leading technology services. You will work from discovery through co-design to delivery, balancing desirability, usability, feasibility, scalability, cost and value at every stage.

Reporting to the Design Operations Lead, you will collaborate with engineering, UX/UI, architecture, cybersecurity, change management, business teams and vendors to ensure end-to-end service success

Qualifications

• At least five years of experience in Service Design, CX Design or similar role delivering technology-enabled services.
• Strong understanding of service design processes from ideation to operation with cross-functional alignment.
• Solid business acumen translating customer needs into practical service requirements.
• Excellent problem solving and analytical skills with attention to detail.
• Experience applying ITIL and agile practices in service delivery.

Responsibilities

• Conduct discovery with stakeholders to identify opportunities and gaps in technology-enabled services.
• Co-design end-to-end service experiences across digital and physical touchpoints.
• Define detailed service specifications, requirements and performance criteria.
• Collaborate with owners to generate concepts for new or improved services.
• Co-create service journey maps and visualise current and future experiences.
• Mentor teams in user-centred design and promote design thinking practices.
• Develop proof-of-concepts and pilots including cost-benefit considerations.
• Maintain comprehensive service documentation and release notes.

Skills

Service Design

CX Design

Business Analysis

Agile Methodologies

Stakeholder Engagement

Design Thinking

Communication

Journey Mapping

Tools

ITIL

Job description

University of New South Wales – Sydney NSW

13h ago , from University of New South Wales

Job no: 543556
Work type: Full Time
Location: Sydney, NSW
Categories: Information Technology, Strategy, Analyst

• Employment Type: Full-time (35 hours per week)
• Duration: Fixed-term contract (till Dec 2027)
• Remuneration: $153,933 - $163,338 + 17% superannuation and leave loading
• Location: UNSW Kensington Campus – Hybrid work arrangement (2-3 days onsite)

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 IT is building services that make technology simpler, more valuable and more human. As Service Designer in Innovation Enablement, you will turn emerging opportunities, customer insight and complex service needs into market-leading technology services that work in the real world.

You will take ideas from discovery through co-design, service definition, proof-of-concept and pilot into delivery and operational support, balancing desirability, usability, feasibility, scalability, cost and value at every stage.

Working with Service Owners and stakeholders across engineering, UX/UI, architecture, cybersecurity, change management, business teams and vendors, you will connect perspectives and make the end-to-end experience visible through journey maps, process flows, service specifications and performance criteria.

Reporting to the Design Operations Lead and with no direct reports, you will lead through expertise and influence: championing user-centred service design, mentoring teams and helping UNSW IT continuously improve how it creates, launches and supports technology-enabled services.

Responsibilities Summary:

• Conduct research with internal customers and stakeholders to identify technology opportunities, user requirements and gaps in technology-enabled service offerings.
• Co-design end-to-end service experiences with Service Owners across digital and physical touchpoints, ensuring the experience is coherent, useful and achievable.
• Define detailed service specifications, functional requirements and performance criteria for technology-enabled service solutions.
• Partner with business owners and service stakeholders to generate and evaluate innovative concepts for new services, service enhancements and service process improvements.
• Work with Service Owners to co-create service journey maps that make the current and future experience visible, identify pain points and optimise service delivery.
• Role model Service Design principles and practices across UNSW by championing user-centred approaches, promoting design thinking methodologies and mentoring others in service design tools and techniques.
• Develop proof-of-concepts and pilot programs to validate service functionality, usability and scalability, including cost-benefit analysis to assess viability and inform investment decisions.
• Collaborate with engineering, UX/UI design, architecture, cybersecurity, change management, business teams and vendors to support seamless service development and deployment.
• Maintain comprehensive service documentation, including technical specifications, release notes, user guides and other artefacts needed for delivery, transition and ongoing support.
• Apply ITIL and agile practices to move services from concept through delivery and operational support, using service metrics, customer insight and continuous improvement to strengthen outcomes.
• Advance division-wide capability uplift by running human-centred design workshops, coaching non-specialist stakeholders and contributing to our design community of practice.

For more information regarding the responsibilities for this role, please refer to the Position Description at JOBS@UNSW.

Skills and Experience Summary:

• At least five years of experience in Service Design, CX Design, Business Analysis or a similar role, with a record of delivering technology-enabled services or service improvements.
• Strong understanding of service design processes from ideation through delivery to operationalisation, with the ability to connect customer, business and technical perspectives.
• Strong business acumen and the ability to translate customer needs, market insight and service opportunities into clear service requirements and practical solutions.
• Strong problem-solving and analytical skills, including service metrics evaluation, market data interpretation and a high level of attention to detail.
• A creative mindset and genuine passion for innovation, service improvement and designing experiences that are valuable, usable and fit for purpose.
• Excellent communication and collaboration skills, with the ability to work effectively across cross-functional teams and influence stakeholders with different priorities and perspectives.
• Ability to work independently and as part of a team, prioritising tasks, managing time and maintaining focus on the right outcomes in a changing environment.
• Familiarity with design thinking methodologies and user-centred design principles, with practical experience applying service design tools and techniques.
• Experience applying ITIL frameworks to move services from concept through delivery to operational support.
• Recent working knowledge of agile methodologies, such as Agile or Scrum, and the ability to adapt delivery approaches to the needs of the service and its users.
• An understanding of and commitment to UNSW's aims, objectives and values in action, together with relevant policies, guidelines and health and safety responsibilities.
• Experience operating within large, complex enterprise environments, including government, higher education, or similarly structured organisations with established governance and processes.
• Exposure to strategic planning, business improvement, or organisational transformation initiatives.
• Experience working within a consulting environment, delivering projects and advising diverse stakeholders.
• Experience working as a Business Analyst, including requirements gathering, process analysis, and stakeholder engagement.

Benefits and Culture:

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

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

Get in Touch: For queries about the recruitment process, please contact the Talent Acquisition Partner, Ayla Kamal on: **********@unsw.edu.au For queries about the role, please contact the Design Operations Lead, Nataniel Kraizelburd on: *************@unsw.edu.au

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.

Advertised: 19 Oct 2026 AUS Eastern Daylight Time
Applications close: 02 Nov 2026 AUS Eastern Daylight Time