Service Designer - Support Office

NSW Government

Sydney, New South Wales, Australia

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Job Posted: 12/07/2018

Job Category:

Government / Defence / Government State

Job description:

Service NSW

Service Designer

SNSW Grade  9/10 – The package includes base salary starting at $109,079 plus employer's contribution to/ superannuation and annual leave loading.

Location – Support Office - Haymarket

Employment Status - Ongoing Full Time


About Service NSW

Established in 2013, at Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering a positive customer service experience! The Service NSW team is committed to making a difference. Our work is continually calibrated against core values of passion, teamwork and accountability to ensure focus is always on the customer.


Primary Purpose of the Role 

The Service Designer is a key member of the CX Team and works closely with NSW Government Partner Agencies and Service NSW stakeholders in order to design experiences that deliver value to customers. This role is responsible for driving discovery processes, including discovery workshops and interview facilitation, user research and story mapping to work towards solution design and delivery. This role will contribute significantly towards the identification of Customer Experience (CX) process improvements in order to drive growth for Service NSW and its clients


This role supports the Customer Experience Manager, and is fully accountable for the delivery of work assignments on time and to expectations regarding quality, deliverables and outcomes, and delivery of customer experience projects in the EtdB Program.


Key accountabilities and responsibilities include:


  • Act as a customer advocate to understand and anticipate what Service NSW customers need across Service NSW omni-channel offering in order to enhance the customer experience.
  • Design and deliver new end to end customer experiences across multiple channels collaborating with the product and business support teams including:
  • Partner closely with technology, product, and business teams to identify feasible, practical and cost-effective solutions to identified problems
  • Generate ideas that translate into multiple concepts, sketches, scenarios and prototypes to test, inspire and communicate which consider both the customer and frontline team impact
  • Contribute to the build of business cases and business impact assessments where required with clear emphasis on the impact on Service NSW and agency business operations, systems and technologies.


Essential Requirements:

  • MUST be an Australian Permanent Resident or Australian Citizen to apply for permanent roles within Service NSW.
  • Tertiary qualifications within a relevant business discipline, or at least 5 years demonstrated relevant working experience in the same or related role.
  • Strong service design experience with a digital and/or omni-channel focus and business process transformation
  • Demonstrated experience and strong understanding of CX Design methodology and experience working in an agile environment
  • Experience in leading customer centred design and strategy activities including customer research, problem solving, journey mapping, ideation, protoyping and testing solutions
  • Demonstrated knowledge and application of user journey mapping, gap analysis, business scenarios, and data analysis.
  • Excellent communication, facilitation, interpersonal and team working skills including a high level of influencing ability.
  • Strong experience working in complex customer service delivery organisations with an omni channel service delivery context will be highly regarded
  • Formal design qualifications in relevant fields or methods highly regarded.


How to apply:

To apply for this role please submit an application via the NSW Government Jobs website, When applying you need to provide:

  1. Cover letter (maximum of 1 page)
  2. Resume (maximum of 5 pages) that details your experience and how you meet the capabilities of the role.
  3. Answer all application questions

Please note that your employment at Service NSW is subject to a satisfactory national criminal record check.

Applications close on: Friday 27th July 2018 [11:59 p.m.] 


Want to know more?

Further information about this opportunity can be found in the attached Role Description, alternatively for a confidential discussion about this role please contact Susan Jeffery via email  For more information about the Service NSW recruitment process, please contact Natalie Elliott via email

For any questions related to technical difficulties associated with lodging an expression of interest, please contact the support line on 1800 562 679 or email between 8:30am - 5:00pm, Monday to Friday.