Service & Experience Designer Licensing

the original; New South Wales; Hybrid; AUD 95,000 - 140,000; Full time

Job summary

Transport for NSW is seeking an experienced Service & Experience Designer to join our Licensing Products team to design and deliver customer-centred digital services that improve how people interact with our services.

You will lead discovery, journey mapping, and service design, collaborating with Product Managers, Engineers, Architects and stakeholders from discovery through delivery to create practical, buildable solutions across complex systems.

Qualifications

• Experience in Service Design, UX Design or Product Design.
• Strong facilitation and stakeholder engagement skills.
• Experience creating customer journey maps, service blueprints and user flows.
• Proficiency using design and prototyping tools such as Figma or similar.
• Experience conducting user research and usability testing.
• Strong understanding of accessibility and inclusive design practices.
• Ability to translate business requirements into practical design solutions.
• Excellent communication and storytelling skills.

Responsibilities

• Lead discovery activities to understand customer needs, business challenges and outcomes.
• Create current and future-state journeys, service maps and user flows.
• Develop service blueprints connecting people, processes, systems and touchpoints.
• Translate insights into wireframes, prototypes and interaction designs.
• Partner with engineering teams to ensure feasibility and delivery readiness.
• Conduct and support customer research, usability testing and validation activities.
• Apply accessibility standards and design systems.
• Collaborate with developers and stakeholders to bring solutions to life.
• Contribute to building mature end-to-end product delivery practices.

Skills

Service Design

UX Design

Product Design

Stakeholder Engagement

Facilitation

Figma

User Research

Accessibility

Tools

Figma

Job description

You're excited by opportunities to explore your potential and try something new.

If finding complex technological solutions is your game, we've got the team for you. You're going to help us create seamless operations that result in efficiency for millions of customers.

In this role, you'll:

We're looking for an experienced Service & Experience Designer to join our Licensing Products team and help design and deliver customer-centred digital services that make a real difference.

This is an exciting opportunity for a designer who thrives on solving complex problems, working across multidisciplinary teams and shaping experiences from the earliest stages of discovery through to implementation.

You'll work closely with Product Managers, Engineers, Architects, business stakeholders and customers to uncover needs, define future-state experiences and create practical, buildable solutions that improve how people interact with our services.

What You’ll Be Doing

• Lead discovery activities to understand customer needs, business challenges and desired outcomes.
• Create current and future-state customer journeys, service maps and user flows.
• Develop service blueprints that connect people, processes, systems and customer touchpoints.
• Translate insights and requirements into wireframes, prototypes and interaction designs.
• Partner with engineering teams to ensure designs are technically feasible and delivery-ready.
• Conduct and support customer research, usability testing and validation activities.
• Apply accessibility standards, design systems and user-centred design principles.
• Remain engaged throughout delivery, collaborating closely with developers and stakeholders to bring solutions to life.
• Contribute to building mature end-to-end product delivery practices across the organisation.

For more information on this position and business unit, view the role description and information pack.

About you

You're a T-shaped designer who combines strategic service design thinking with strong hands-on UX and product design capability.

You can confidently take a problem through the entire design lifecycle:

Discovery → Customer Insight → Journey Mapping → Service Design → UX Design → Prototype → Validation → Delivery

You'll bring

• Demonstrated experience in Service Design, UX Design or Product Design.
• Strong facilitation and stakeholder engagement skills.
• Experience creating customer journey maps, service blueprints and user flows.
• Proficiency using design and prototyping tools such as Figma or similar.
• Experience conducting user research and usability testing.
• Strong understanding of accessibility and inclusive design practices.
• Ability to work effectively with technical teams and translate business requirements into practical design solutions.
• Excellent communication and storytelling skills.
• Highly Regarded

• Experience designing complex transactional digital services.
• Experience within Government, regulated industries or large enterprise environments.
• Exposure to products involving multiple systems, integrations and stakeholder groups.
• Experience working within Agile product delivery teams.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers.

Flexible work optionsmay be available. Learn more via Flexible work options and policy.

Applications close 11:59 PM Thursday 5 November 2026

For more information about this role, please contact [e-mail].

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.