Principal Service Designer

Principal Service Designer

• SNSW Grade 11/12
  • Location – Haymarket, Parramatta or Gosford
    • 1 x Ongoing role
    Overview

Lead the design of services that millions rely on. Service NSW is seeking a Principal Service Designer to lead one of the most complex and high-profile service design challenges in government today. This is a rare opportunity to influence how people across NSW experience public services, and to leave a legacy that lasts.

You'll work across all portfolios, navigating diverse stakeholder views, and designing solutions that are inclusive, innovative, and grounded in real human needs. You'll be trusted to lead with confidence, collaborate with purpose, and deliver with clarity.

About Our Team

Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, the Digital Services division has successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

We believe that working for Digital Services is not just a job, but a purpose. Joining Service NSW will provide a way for you to serve the people of NSW and better the community. You'll join Service NSW's Design team, a multidisciplinary group of researchers, designers, content and product experts who are passionate about reimagining how services are delivered to the people of NSW. We work collaboratively across government to solve complex challenges and create seamless, inclusive experiences.

Why this role?

This is your chance to help shape and evolve the future of public service. You'll take on challenges that matter, work on initiatives that improve the lives of millions, and contribute to something lasting. You'll be able to look back and say with pride: "I helped build that."

What you'll do

• Lead end-to-end omnichannel service design initiatives that deliver real impact for the people of NSW.
• Create and lead the rollout of actionable insights and compelling service blueprints.
• Collaborate with cross-functional product teams to guide roadmaps.
• Influence and align diverse stakeholders, balancing customer, policy, and technical needs.
• Drive innovation by embedding inclusive, data-driven, and human-centred practices.
• Present and champion metrics and insights that inform decision-making and continuous improvement.
• Mentor, coach, and grow design capability across teams.

What you'll bring

• Extensive experience in service design, with a portfolio that demonstrates impact across complex, multi-stakeholder environments.
• A proven track record of working with cross-functional teams to take ideas from research and blueprints through to delivery, ensuring solutions land and create measurable impact.
• Confidence navigating ambiguity, shaping clarity and direction where problems, policies, and priorities may be uncertain or evolving.
• The ability to work with (and around) legacy systems and constraints, finding creative ways to design solutions that are both innovative and deliverable.
• Strong stakeholder engagement skills, with the credibility to influence and align people from the frontline to executive level, across agencies and disciplines.
• A growth mindset that embraces ambiguity, tests assumptions, and continually improves solutions in complex environments.
• A commitment to inclusive, human-centred, and customer-focused outcomes that create real public value.
• Leadership that inspires and supports others, builds design capability, and fosters collaboration across teams.

What We Offer

• Competitive salary package
• Flexible working arrangements
• Professional development opportunities
• Collaborative and innovative environment
• Career progression pathways

How to apply

Interested and want to apply? Please submit a single document that includes both your CV and Cover Letter, outlining your experience and how it aligns with the role requirements.

Support office roles will be headquartered across McKell, Parramatta and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required.

Salary Grade 11/12, with the base salary for this role starting at $162,296 base plus superannuation.

Closing Date: Monday 22 September 2025 at 10am.

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 chantelle.madden@customerservice.nsw.gov.au or 02 9494 8351.

For more information, please visit

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Information on adjustments available for the recruitment process

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