Service Design Lead

Working at Transurban is different; it's a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.

About the role

We're seeking a Service Design Lead to help shape the future of customer experiences at Transurban. In this role, you'll lead discovery for new products, services, and strategic initiatives — translating complex challenges into meaningful, end-to-end experiences for our customers.

You'll join an innovative team, who work collaboratively, thrive in ambiguity and drive resourceful solutions to improve Transurban's customer experiences.

As our Service Design lead, you'll contribute to lasting and positive changes that shape the future of our cities and communities. It's work that's purposeful, challenging, and deeply rewarding.

Day-to-day, you will:

- Plan and execute discovery and co-design workshops with stakeholders at all levels across the business and with external SMEs.
- Lead ideation, problem definition, pain point analysis, prioritisation, journey mapping and service design related workshops.
- Lead the design of products and services to better meet customer needs in line with business strategy.
- Lead the design of new value propositions and customer strategies to drive improved customer and business outcomes.
- Lead cross-business coordination and communication of service design principles, processes and rituals to embed service design culture and collaborative ways of working.
- Support the business in developing customer-centred design thinking, collaborative co-design and agile delivery methods, by modelling best practice, facilitating knowledge sharing and driving continuous improvement across the business.
- Establish and lead quarterly Customer innovation sprints.
- Work with Product and Marketing, Customer Service, Technology, Digital Experience and other teams to drive capability uplift and a shared approach to service design.

This role will suit someone with a curious mind and transferable skills and experiences, including:

- Demonstrated experience in the discover, design and development of customer and service strategies and solutions.
- Demonstrated experience and expertise in Service Design, Design Thinking/Human Centred Design or an equivalent discipline.
- Excellent workshop facilitation, storytelling and presentation skills.
- Exceptional written and oral communication skills, with a demonstrated ability to negotiate and influence outcomes with senior stakeholders.
- High level commercial skills and acumen
- Ability to thrive in a complex, fast-paced, and fluid environment, and the ability to adapt quickly to changing priorities/requirements and be flexible in shifting tasks to meet deadlines
- Business savvy, astute decision-maker, exhibiting strong empathy for customers
- A lateral thinker able to effectively challenge business models and processes.
- Ability to work independently and effectively within a multi-disciplinary team environment
- Ability to communicate complex solutions into clear straightforward 'business' language
- Ability to solve complex problems and design effective commercial solutionsWith a career at Transurban, you'll enjoy a range of benefits, including:

- A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
- 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
- Learning and development opportunities to support your career interests
- Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
- Share offers and insurance benefits
- Social activities, community give-back programs and paid volunteer days

We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

Job Type:
Fixed Term (Fixed Term)

Closing Date:
26-Sept-2025 0:00

Please note: The closing date reflects the time zone of the Primary Location for this job posting.

Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC