Service Designer

2 weeks ago

Melbourne, Victoria, Australia VicRoads Full time $120,000 - $140,000 per year

Senior Service Designer

Work type:
6-month fixed term contract (potential immediate start)

Location:
Melbourne CBD | Hybrid (3 days office, 2 days WFH)

The Organisation

VicRoads is on a pivotal transformation journey, modernising Registration & Licensing Services to put customers at the heart of everything we do. With innovation, inclusivity, and collaboration as our drivers, we're creating seamless customer experiences while enhancing operational efficiency.

The Opportunity

We are seeking two experienced
Senior Service Designers
to shape and transform customer-centred services within our Product & Experience team. This role will operate as a strategic leader, hands-on practitioner, and facilitator—framing complex ecosystems, embedding design practices, and driving evidence-led service improvements across the organisation.

Key Accountabilities

  • Lead enterprise-level service initiatives delivering measurable customer and business outcomes.
  • Design end-to-end customer experiences across digital and physical touchpoints.
  • Influence product, policy, and operational roadmaps through evidence-based recommendations.
  • Facilitate strategic alignment with executives, frontline staff, regulators, and delivery teams.
  • Mentor and upskill mid-level designers, embedding service design maturity across VicRoads.
  • Champion scalable, sustainable, and data-driven service innovation.

About You

  • 6+ years delivering service design in complex, multi-disciplinary environments.
  • Tertiary qualifications in Design or a related field, with formal training in Service Design / Innovation.
  • Strong portfolio of large-scale service design projects.
  • Expertise in human-centred design, systems thinking, and evidence-based approaches.
  • Exceptional facilitation, stakeholder management, and communication skills.

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