Senior Service Designer at myCareer - NSW Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

23 Aug, 26

Salary

142665.0

Posted On

25 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

User Research, Service Blueprinting, Journey Mapping, Design Thinking, Stakeholder Management, Digital Concept Development, Visualisation, Workshop Facilitation, Prototyping, User-Centred Design

Industry

Government Administration

Description

Senior Service Designer Grade: 9/10 Salary range: $129,464 - $142,665 + superannuation and leave loading Duration: Temporary full-time opportunity for 12 months Location: Hybrid with a 50% in‑office requirement in Sydney CBD. This may be subject to change in line with DCS workplace policies. Design meaningful, human‑centred experiences that help keep people and places safe and connected. We are looking for a passionate and experienced Senior Service Designer to lead user‑centred design initiatives, deliver engaging service experiences, and contribute to key projects that support emergency services and the communities of NSW. About the team This role sits within the Customer Experience – Design, Research and Insights team in the Customer and Emergency Management Division of NSW Telco Authority. You’ll join a friendly, collaborative and fast‑paced team of designers and researchers who are dedicated to improving services that keep people and places safe and connected. We are an inclusive employer that values diverse perspectives and supports flexible working. Your responsibilities will include Conducting qualitative and quantitative user research to uncover insights and validate design concepts. Developing service blueprints, journey maps and other design artefacts to understand end‑to‑end customer experiences. Leading digital concept development and visualisation, ensuring solutions are intuitive, structured and user centred. Collaborating with stakeholders to build alignment, manage expectations and navigate competing priorities. Identifying opportunities for service improvement by integrating user needs with business objectives. Facilitating workshops, sharing best practice and contributing to capability uplift across the organisation. For more information on the role and its accountabilities, click here to view the role description. To be successful in this role you will have Relevant Qualifications & Design Foundations: Tertiary qualifications or equivalent professional experience in CX, UI, HCI or digital product design. Research & Insight Capability: Experience conducting qualitative and quantitative research, with the ability to analyse user behaviour and validate design concepts through iterative testing. Design Thinking & Visualisation Skills: Proficiency in design thinking and the ability to create visually compelling models, artefacts and frameworks. Stakeholder Engagement & Consensus Building: Strong skills in managing stakeholder expectations, navigating competing priorities and building alignment across diverse groups. Comfort with Ambiguity & Complexity: The ability to work confidently in complex, evolving or uncertain environments. Strong Self-Management & Prioritisation: The capability to work autonomously with effective prioritisation and organisational skills. Nice to have Experience using workshop facilitation tools (e.g., Miro). Experience using prototyping tools (e.g., Figma) and general technical literacy. About NSW Telco Authority NSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders. We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters. NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services. We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe. NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider part time, job share and other flexible arrangements. We’re proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability. We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We’re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector. For more information, go to NSW Telco Authority Salary Grade 9/10, with the base salary for this role starting at 129464.00 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Fiona Glover via fiona.glover@customerservice.nsw.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: 9:59am Monday 1st June Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact fiona.glover@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process

Responsibilities

Lead user-centred design initiatives to create meaningful experiences for emergency services and NSW communities. Responsibilities include conducting user research, developing service blueprints, and collaborating with stakeholders to improve service delivery.