Head of Service Design

Settlement Services International (SSI Group) is a community-based organisation and social business that supports newcomers and Australians to achieve their full potential. Taking an integrated approach how everyone can thrive within the community in which they live and the wider Australian society, we support children, young people and families; people living with disability; and asylum seekers, refugees and migrants. Our programs include facilitating employment, multicultural foster care, creating community engagement, advocacy, and influencing government and international affairs and provide though leadership within our sector nationally and globally.
About SSI
Everyone deserves equal opportunity to thrive. At SSI, our people work together to deliver life-changing settlement, employment and human services.
SSI is a leading, national not-for-profit organisation providing dedicated human and social services to a diverse Australia. With community at the heart of everything we do, our purpose is to create a world in which everyone has access to equal opportunities.
We work with diverse communities to drive social inclusion, economic empowerment, and lasting wellbeing across Australia. Our every day is about fostering belonging and creating measurable impact. We are committed to advancing equality through strategic leadership, collaboration, and innovative solutions.
About the Role
At SSI, we recruit leaders who turn bold change into lasting equality. We are excited to announce a newly created leadership position Head of Service Design and Innovation responsible for overseeing the development, implementation, and continuous improvement of service design, service establishment, and client experience functions.
This role will focus on developing innovative, evidence-based service models that meet the needs of the diverse clients SSI supports. The role ensures that new and existing services are client-centred, sustainable, and aligned with organisational priorities, while embedding best practices and governance frameworks that drive operational excellence.
**Key responsibilities include**:

- Define and execute the strategic vision for service design and client experience excellence.
- Drive innovation by leveraging research, industry trends, and best practices.
- Lead business intelligence efforts, including competitor and market analysis.
- Ensure divisional initiatives align with broader organizational transformation goals.
- Provide strategic leadership to advance systems-wide change and organizational objectives.
- Oversee the division’s financial management, including budgeting, forecasting, and business case development.
- Ensure compliance with regulatory, legal, funding, and internal policies across all activities.
- Build, mentor, and lead a high-performing, collaborative team, fostering cross-functional partnerships.
- Implement a business partnering model to support service design and implementation throughout the organization.

About You
- Demonstrated leadership in service design, service establishment, or client experience functions within human services, disability, or related sectors.
- Proficient in human-centered design (HCD), design thinking, and established design methodologies.
- Strong strategic leadership with proven success in driving organizational transformation and achieving service excellence.
- In-depth knowledge of client-centric principles, service design frameworks, and relevant regulatory compliance.
- Expertise in project and change management, with a consistent record of delivering successful implementations.
- Exceptional stakeholder engagement and negotiation skills within complex, cross-functional environments.
- Advanced analytical and problem-solving capabilities, adept at leveraging data insights to enhance service design.
- Adaptable and resilient in fast-paced, dynamic settings with shifting priorities and urgent operational demands.

Qualifications & Experience
- Tertiary qualifications in a relevant discipline, such as: Human Services, Social Work, Public Policy, or Community Development, Business Administration, Public Administration, or Management, Service Design, Strategic Design, or Innovation Management
- Formal training or certification in one or more of the following: Human-Centred Design or Co-Design methodologies
- Postgraduate qualification (Highly Regarded) in a relevant field such as: Service Design or Social Innovation and Implementation Science, or Systems Thinking
- Evidence of ongoing professional development in service transformation, innovation, continuous improvement, or social impact.

Why Join Us?
- Be part of an organization committed to equality, social impact.
- Lead SSI’s expansion and establishment that will shape our future in WA.
- Work with passionate, driven colleagues and leaders who value innovation and collaboration.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.

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