Transformation Lead Service Designer

1 week ago


Sydney, New South Wales, Australia Ignite Specialist Recruitment Services Full time

The Company

This government organisation provides a service to the people of NSW to promote, protect, develop, maintain and improve the wellbeing.


The Role

This organisation is looking for an experienced Human-Centered Service Design Lead to join their team and lead the Transformation Program.

This role as Lead Service Designer is responsible for bringing human-centered design skills and thinking to develop and implement strategies focused on achieving the desired customer experience outcome.

You will work with the business to design and define the superior customer experience that is desired and to embed this into business practice.


Key Responsibilities

  • Work with the business to design and define the superior customer experience.
  • Embed CX into business practice.
  • Advise and guide the program in developing the changes required to achieve identified customer outcomes
  • Develop inhouse humancentered design capability and projects including the design of digital experiences.
  • Coordinate the dissemination of humancentered design capability through the program to support enhanced outcomes.
  • Design and implement strategies and solutions to enhance customer experience at key service points
  • Ensure integration into the procedures and systems applied in each customer interaction.
  • Undertake research into the range of customer touchpoints, seeking to uncover the moments that matter
  • Identify actionable insights and areas for improvement of the overall customer experience.
  • Develop and lead, design concepts in the program/BAU initiatives, from concept through to delivery
  • Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders make evidencebased decisions for changed ways of working and technology implementation.
  • Provide commercially sound advice and solutions to the Head of and other program and business leaders on Human-Centered Design.
  • Contribute to the culture of performance, accountability, and service.
  • Anticipate and assess changes that impact the business
  • Work to create a culture that enhances customer experience through innovative design and implementation.

Essential Requirements

  • Must be experienced in leading teams and initiatives in HCD and service design
  • Five years plus experience in Service Design role
  • A broad range of experience in humancentered and service design and leading design initiatives
  • Strong User Experience (UX) and Customer experience (CX)
  • Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
  • Prefer experience in the telecommunications, finance, or insurance industry or with a Top Tier consulting firm.


If you are passionate about designing and implementing strategies that enhance the customer experience, and have extensive experience in human-centered design, we want to hear from you.



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