Senior Service Designer

This is an exciting opportunity to work in our State Insurance Regulatory Authority (SIRA), which aims to make sure NSW insurance schemes protect and support the people who need them, now and in the future. SIRA’s schemes provide an essential social safety net for more than 100,000 people injured at work or on the road in NSW each year.

The SIRA2025 Strategy and supporting Customer Plan set out SIRA’s vision to become a truly customer-centric regulator.

This role sits within SIRA’s Delivery and Insights area, which combines expertise in actionable insights and contemporary delivery practices to help us achieve ambitious and meaningful changes for our customers.

Understand more about the Department of Customer Service – here – and SIRA – here.

Your responsibilities will include:

• Adapting and applying human-centred design principles in a regulator context – adding value to anything from service and product design to policy and supervision considerations
• Proactively consulting with stakeholders within the organisation to identify areas of opportunity for service improvement
• Mapping and assessing end-to-end customer experiences, identifying pain points and recommending action
• Facilitating workshops and research to ensure that services, products and policies are designed to meet customer and user needs, based on evidence and insights
• Working alongside others in the team to generate and apply critical insights to solve problems as they arise on priority projects
• Leading projects to action customer experience insights and solutions, including pilots and proof of concepts
• Building design capability within the organisation and leveraging centres of excellence elsewhere in the cluster
• Playing an active part in SIRA’s journey towards becoming truly customer-centric

About you:

• A naturally strong critical thinker and problem solver
• Self-driven, with a nose for sniffing out the biggest opportunities to add value
• Able to draw from a deep toolbox in human centred design
• Great communication, facilitation and presentation skills
• A customer-centricity warrior keen to help us along our journey