Senior Service Designer

We’re looking for a skilled Senior Service Designer to join the Strategic Partnership team within ID Support NSW to deliver innovative, customer-focused digital user experiences that align with NSW Government objectives and goals. This role combines user research, interactive design and digital architecture to create innovative experiences that support high value products and services. You’ll play a key part in shaping intuitive, impactful solutions for diverse audiences.

Key responsibilities

•  Digital concept Development & Design: ability to drive the design process from concept to visualization, ensuring solutions are user-centred, structured, and visually engaging.
•  Service blueprinting and journey mapping: understand end-to-end customer journeys and touchpoints to ensure a human centred approach.
•  User Research & Testing: apply research-driven methods to understand user behaviour and validate designs, ensuring experiences are intuitive and effective.
•  Collaboration & Stakeholder Engagement: Foster strong collaboration and clear communication, aligning diverse stakeholders to deliver seamless service outcomes.
•  Service Design & Improvement: Champion service optimization by integrating user needs with business objectives, driving continuous improvement and capability growth.

 Essential requirements

•  Qualifications: Tertiary qualifications or equivalent professional experience in CX/UI/HCI, or digital product design.
•  Experience with prototyping tools (eg Figma) or coded prototypes, with technical literacy (awareness of digital/web systems and constraints).
•  Proficiency in design thinking and creating visually compelling models.
•  Experience conducting qualitative and quantitative research and the ability to analyse user behaviour and validate design concepts through iterative methods.
•  Skilled in managing stakeholder expectations and needs and building consensus given potential conflicts and competing priorities.
•  An Australian Citizen, including the ability to obtain and maintain a baseline or higher National Security Clearance and undergo a Police Check.