Service & Experience Designer Licensing

Transport for NSW; Parramatta; On-site; AUD 158,000 - 177,000; Full time

Job summary

Transport for NSW is seeking an experienced Service & Experience Designer to join the Licensing Products team in Parramatta. You will lead discovery, map customer journeys, and create practical, buildable solutions that enhance how users interact with our digital services.

You will collaborate with Product Managers, Engineers and stakeholders from discovery to implementation, translating complex requirements into wireframes, prototypes and end-to-end service blueprints.

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 with design and prototyping tools such as Figma or similar.
• Experience conducting user research and usability testing.
• Strong understanding of accessibility and inclusive design practices.

Responsibilities

• 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.

Skills

Service Design

UX Design

Product Design

Facilitation

Stakeholder engagement

User research

Usability testing

Accessibility

Design systems

Communication

Tools

Figma

Job description

Job category:Information & Communication Technology

Job location: Parramatta, NSW, AU, 2150

Job reference number:107257

Employment type:Fixed Term Full-Time

Salary range:$158393.0-$177399.0

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:

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 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.

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 viaFlexible work options and policy

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 we..

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