Job Description

Lead Service Designer

6 or 12 month Fixed-Term Contract
Salary circa $190k package (some flex above and below commensurate on experience)
Location: Sydney (hybrid)

We’re partnering with a large, complex organisation undergoing a meaningful shift in how work gets delivered end to end - particularly across marketing, campaigns, content, and supporting operations.

This role has been created to bring clarity, structure and momentum to service and process design, without slowing delivery.

It’s not a greenfield role, and it’s not a theoretical one. The work is live, visible, and already in motion.

Why this role exists:

The organisation is increasingly focused on process as a lever to better serve the business - but today, service design capability is fragmented and inconsistent.
There are strong product, technology and operational teams in place. What’s missing is a human-centred, end to end service lens that helps teams:

• See how work really flows across people, systems and decisions
• Identify friction points before they become delivery blockers
• Design change that teams can actually adopt and sustain

This role is designed to sit alongside delivery - not pause it - and show value early.

What you’ll be working on

You’ll partner closely with senior stakeholders across Product, Marketing, Technology and Operations to:

• Lead deep, qualitative service design work focused on internal and customer facing processes
• Map staff journeys, service blueprints and end to end workflows across marketing and campaign delivery
• Identify opportunities to simplify, optimise and improve how work gets delivered
• Balance human needs, operational realities and technical constraints
• Support teams through change, with a strong focus on adoption and behaviour
• Bring a pragmatic, commercially grounded approach to service design

There is a significant marketing and campaign moment going live mid-year, so this role will run in parallel with delivery, not in isolation from it.

What “Lead” means here:

This is not a people management role.

You’ll lead through:

• Craft excellence
• Influence and credibility
• Coaching and capability building

A key outcome of this role is leaving the organisation with stronger service design capability, not dependency.

You’ll need to be comfortable facilitating senior conversations, challenging assumptions, and helping stakeholders navigate trade-offs.

What success looks like In the first 90 days, you’ll be expected to:

• Partner with key stakeholders to define success criteria
• Narrow focus to one priority process to optimise
• Demonstrate clear value through improved clarity, efficiency or outcomes
• Avoid “artefact only” work that doesn’t drive change

At 6–12 months, success looks like:

• Service artefacts that are actively used, not archived
• Improved end to end visibility across teams
• Tangible efficiency or delivery improvements
• Teams better equipped to think and work in a service led way

AI, automation and tooling

This role is not about building AI solutions.

It is about:

• Identifying opportunities where automation or AI could improve services
• Designing workflows that keep people at the centre
• Supporting adoption and understanding, rather than just implementation

The environment is evolving, and you’ll be helping shape what “AI-native” actually means in practice.

What we’re looking for

You’ll bring:

• Strong experience in service design within large, complex organisations
• Comfort operating in matrixed, enterprise environments (finance, telco, retail, regulated industries, etc.)
• A pragmatic, outcome focused mindset
• Confidence influencing senior stakeholders
• Depth in service design - not just UX or interaction design

We’re particularly keen to hear from people who can balance human-centred design with commercial and operational realities.

What might not be a fit

• UX designers repositioning themselves as service designers without depth
• Highly theoretical profiles with limited real world impact
• Candidates looking for a long discovery phase before showing value

Contract details

• 6 or 12 month fixed-term contract
• Salary circa $190k package (pro rata) (potentially open to a day rate, this would be dependant on budget constraints)
• Sydney-based, hybrid working
• Two stage interview process and you need to be ready to start a new role in the next 4-6 weeks maximum