Lead Strategic Service Designer

Milsons Point, NSW, AU, 2061

Lead the exploration and design of future transport customer experiences across modes, services and systems.

You will apply futures thinking, strategic design and systems-led methods to translate emerging trends, future customer needs and uncertainty into clear strategies, concepts and pathways for action.

Working with senior leaders and a broad range of partners, you will help shape long-term direction, build organisational futures capability, and ensure future transport experiences are inclusive, sustainable and aligned with government priorities.

In this role, you'll:

• Lead the exploration, design and development of medium and long-term, multi modal transport and customer experience strategies 

• Apply strategic foresight, systems thinking and design methodologies to envision and test future transport scenarios 

• Use trend analysis, environmental scanning, scenario planning and future casting to anticipate changing community needs 

• Synthesise complex data across social, economic, technological and behavioural domains into clear strategic insights 

• Translate uncertainty into compelling narratives through visual storytelling, written outputs and immersive facilitation 

• Build strong partnerships across government, industry, research and technology sectors to align future directions 

• Collaborate with policy, strategy, environment and technology stakeholders to design inclusive and sustainable transport experiences 

• Develop and apply scenario planning tools and foresight models to test future concepts against multiple plausible futures 

• Embed futures thinking and strategic design capability across the organisation to support long-term adaptability 

• Create best practice frameworks, roadmaps and transition plans to guide delivery of future transport experience strategies

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

About you:

You are an experienced futures and strategic design practitioner who thrives in complex, evolving environments. You bring critical reasoning, analytical depth and imaginative, customer-centred thinking to long-term challenges and emerging opportunity areas. You are motivated by the opportunity to influence meaningful change for customers and communities and are confident navigating ambiguity, influencing senior stakeholders and building trust through collaboration. You take initiative, own your work, and are accountable for delivering high-quality, credible and impactful outcomes.

To succeed in this role, you will have:

•    Demonstrated experience in strategic foresight, strategic, service or experience design, trend analysis or scenario planning within complex organisations

•    Strong understanding of systems thinking and its application to designing complex, multi modal customer experiences

•    Proven ability to translate research, environmental scanning and data into actionable medium to long-term strategies

•    Experience developing future-state concepts and prototypes, roadmaps and transition pathways that balance aspiration and feasibility

•    Highly developed communication, visualisation and storytelling capability, with confidence engaging senior leaders and diverse stakeholders

•    Proven ability to work collaboratively across government, industry, academia and community partners

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.