Service & Experience Designer - Licensing Products (Flexible)

the original

New South Wales

Hybrid

AUD 95,000 - 140,000

Full time

6 days ago

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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.