Senior Service Designer

We're seeking an experienced Lead Service Designer to join our team and assist with a multidisciplinary digital delivery team supporting the design and transformation of user-centred services.
This is an exciting opportunity for a senior service design professional who enjoys working across complex environments, engaging with stakeholders, and shaping end-to-end service experiences that deliver meaningful outcomes for customers and organisations.
Key ResponsibilitiesAs a Lead Service Designer, you will:Lead and plan end-to-end service design engagements within multidisciplinary teams.Design services informed by user research, stakeholder insights, business needs, and data-driven evidence.Develop service blueprints, journey maps, and other service design artefacts to communicate future-state experiences.Define and articulate service intent, customer needs, and business objectives.Support delivery teams in translating service concepts and blueprints into actionable work packages.Collaborate with product, technology, research, and delivery teams to identify opportunities for reuse and continuous improvement.Plan and facilitate user research, co-design workshops, and usability testing activities.Guide teams in delivering user-centred solutions across multiple channels and touchpoints.Establish measures of success and support evidence-based decision making through performance metrics and insights.Build strong stakeholder relationships and influence outcomes at both operational and executive levels.
Essential ExperienceWe are looking for candidates who can demonstrate:Baseline Security Clearance or the ability to obtainSignificant experience working as a Service Designer within medium to large organisations.Strong capability delivering service design and research activities across complex digital or business transformation programs.Proven experience producing service blueprints and other service design artefacts.Experience working within agile, multidisciplinary teams.Ability to plan, visualise, and define end-to-end customer and service experiences.Experience tailoring design approaches to project constraints, timelines, budgets, and delivery stages.Excellent stakeholder engagement, facilitation, communication, and influencing skills.
Desirable ExperienceHighly regarded:Experience working within government or highly regulated environments.Knowledge of Digital Service Standards, Human-Centred Design methodologies, and contemporary service design practices.Experience supporting large-scale digital transformation initiatives.
About YouYou are a strategic and collaborative design leader who combines customer empathy, service thinking, and delivery focus. You thrive in complex environments, can confidently navigate ambiguity, and are passionate about improving services for users and stakeholders alike.