- Salary: DCS Clerk Grade 9/10. Package includes base salary ($133,348 - $146,945) plus superannuation and annual leave loading.
- Location: Sydney CBD, with hybrid working conditions and a 50% office presence required.

Closing Date: Monday 10th August @ 9.59am

About the role

We're looking for a skilled Senior Service Designer to join the Strategic Partnership team within ID Support NSW to deliver innovative, customer-focused digital user experiences that align with NSW Government objectives and goals. This role combines user research, interactive design and digital architecture to create innovative experiences that support high value products and services. You'll play a key part in shaping intuitive, impactful solutions for diverse audiences.

Key responsibilities

- Digital concept Development & Design: ability to drive the design process from concept to visualization, ensuring solutions are user-centred, structured, and visually engaging.
- Service blueprinting and journey mapping: understand end-to-end customer journeys and touchpoints to ensure a human centred approach.
- User Research & Testing: apply research-driven methods to understand user behaviour and validate designs, ensuring experiences are intuitive and effective.
- Collaboration & Stakeholder Engagement: Foster strong collaboration and transparent communication, aligning diverse stakeholders to deliver seamless service outcomes.
- Service Design & Improvement: Champion service optimization by integrating user needs with business objectives, driving continuous improvement and capability growth.

Essential requirements

- Qualifications: Tertiary qualifications or equivalent professional experience in CX/UI/HCI, or digital product design.
- Experience with prototyping tools (eg Figma) or coded prototypes, with technical literacy (awareness of digital/web systems and constraints).
- Proficiency in design thinking and creating visually compelling models.
- Experience conducting qualitative and quantitative research and the ability to analyse user behaviour and validate design concepts through iterative methods.




- Skilled in managing stakeholder expectations and needs and building consensus given potential conflicts and competing priorities.
- An Australian Citizen, including the ability to obtain and maintain a baseline or higher National Security Clearance and undergo a Police Check.

About the team

ID Support NSW provides the public with remediation support to help individuals secure their identity following a compromise. ID Support NSW delivers public-facing education and awareness programs that foster privacy and identity resilience across NSW and leads the NSW Government response to data breaches.

Why join us?

- Flexible working: We offer a broad range of flexible working arrangements.
- Career development: Ongoing learning and development opportunities through expert-led sessions, online training and professional development opportunities.
- Work-life balance: Flex time accrual for extra hours worked (for non-Exec roles) based on a 35-hour work week.
- Wellbeing support: Access to employee assistance programs, including EAP, Fitness Passport, and wellbeing initiatives.
- Inclusive culture: Staff led Employee Resource Groups (ERGs) including DCS Pride, Young Professionals Network and more.
- Leave entitlements: Four weeks annual leave and paid sick leave, carer's leave, and long service leave.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available,



please contact Talent Operations on 02 8276 8130 or [email protected].

Information on some of the different types of disabilities. Information on adjustments available for the recruitment process.

About Cyber Security NSW

Cyber Security NSW provides centralised services and all-of-government leadership to drive a cyber-resilient NSW Government that can safeguard the confidentiality, integrity and availability of government systems, services and data for NSW communities.

Cyber Security NSW is an all-of-government function located within Digital NSW in the Department of Customer Service. Learn more about Our Vision and Cyber Security NSW.

ID Support NSW is a nation-leading business unit in Cyber Security NSW that deliver public-facing advisory services dedicated to assisting victims of identity theft and crime and supports the NSW Governments data breach response. With recent data breaches and increasing fraud, identity resilience is key to preventing misuse. Learn more about ID Support NSW and help shape how identities are protected and remediated in NSW.

Desired Skills and Experience

- Service Design
- Customer Experience (CX)
- User Experience (UX) Design
- Human-Centred Design
- Design Thinking
- Service Blueprinting
- Customer Journey Mapping
- Digital Product Design
- User Research
- Qualitative Research
- Quantitative Research
- Usability TestingUser Testing
- Interaction Design
- User Interface (UI) Design
- Information Architecture
- Experience Strategy
- Prototyping
- Figma
- Wireframing
- Design Systems
- Digital Transformation
- Product Development
- Service Improvement
- Continuous Improvement
- Customer Insights
- Behavioural Analysis
- Stakeholder Engagement
- Stakeholder Management
- Workshop Facilitation
- Co-design
- Cross-functional Collaboration
- Agile Delivery
- Digital Strategy
- Business Analysis
- Problem Solving
- Innovation
- Strategic Thinking
- Visual Communication
- Data-Driven Design
- Accessibility
- Government Digital Services
- Change Management
- Requirements Gathering
- Process Mapping
- Customer-Centred Design
- Public Sector Service Delivery

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📌 Senior Service Designer (New South Wales)
🏢 NSW Department of Customer Service
📍 New South Wales