Job Description

We are seeking an experienced Service Design Lead to provide strategic leadership across a large-scale digital transformation environment. This role sits within an enabling services model and supports multiple delivery teams operating under a Scaled Agile Framework (SAFe).

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The successful candidate will lead service design as a practice, uplift organisational capability, and ensure high-quality, user-centred design outcomes that align with government digital standards and organisational objectives.

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- Contract start: February 2026

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- Extension options: Up to 3 extensions of 12 months each

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- Location: Australia-wide (QLD, WA, ACT, VIC, NSW, NT, SA, TAS)

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- Work Right: Must Be Australian Citizen with baseline clearance

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- Working arrangement: Hybrid

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- Canberra-based staff: onsite at least once per week

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- Interstate staff: remote, with quarterly onsite attendance for planning events (vendor expense)

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Key Responsibilities

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- Lead service design as a practice and drive maturity across the digital function

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- Provide governance and quality assurance through a Design Reference Group

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- Ensure design outputs comply with the Australian Government Digital Service Standard (v2.0) and internal service design frameworks

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- Collaborate with product managers, architects, and delivery teams to shape scope, backlogs, and design artefacts

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- Facilitate workshops and co-creation sessions with stakeholders to ideate, test,



and validate solutions

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- Develop and maintain service design artefacts including service blueprints, journey maps, personas, and service backbones

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- Continuously assess and improve design outputs to ensure they deliver value and are easily translated into working solutions

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- Promote innovation and best practice across service design processes and outputs

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Essential Skills and Experience

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- Several years' experience in a lead service design role, producing high-quality service design artefacts in collaboration with multidisciplinary teams

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- Strong experience working within a Scaled Agile Framework (SAFe)

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- Relevant tertiary qualifications and/or qualified certifications in service design

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- Proficiency with service design and research tools such as Miro, Figma, Useberry, and Hotjar

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- Excellent communication, facilitation, and stakeholder engagement skills

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- Proven ability to manage multiple initiatives simultaneously and deliver under tight timeframes

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- Experience in large, complex digital environments

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- Familiarity with government digital standards and service delivery processes

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- Strong leadership presence with the ability to influence and uplift design capability across teams

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This role offers the opportunity to make a meaningful impact by shaping high-quality, user-centred digital services at scale

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📌 Service Design Lead (Canberra)
🏢 Ntt Data
📍 Canberra