Service Designer

We are seeking two  Senior Service Designers to play a critical role in shaping and transforming services across VicRoads’ Product & Experience team.

This is a strategic, hands-on role working with multidisciplinary teams to design seamless, customer-centred service ecosystems. You’ll lead the discovery, definition, co-design, prototyping, validation, and implementation of service solutions – embedding service design as a core organisational capability.

Key responsibilities include:

• Strategic service transformation: Lead enterprise-wide initiatives that improve customer and business outcomes.
• Evidence-led design: Architect end-to-end customer journeys that integrate physical and digital touchpoints.
• Operational impact: Balance customer needs with operational realities to deliver scalable, sustainable services.
• Stakeholder alignment: Facilitate high-stakes workshops and secure buy-in from executives and cross-functional teams.
• Methodological excellence: Advance service design frameworks, embed best practices, and champion continuous service innovation
• Team capability: Mentor and upskill colleagues, building service design maturity across the organisation.

The Right Fit

This role suits a service designer who thrives in complexity, with the influencing skills to align business priorities, operational realities, and customer needs.

To be successful, you will bring:

• 6+ years’ experience delivering service design solutions in multi-disciplinary teams
• A strong portfolio showcasing complex, customer-centred design projects
• Deep expertise in human-centred design, systems thinking and design thinking methods
• Strong stakeholder engagement, facilitation, and communication skills
• Tertiary qualifications in design or related discipline (with formal Service Design training preferred)