Are you ready to design AI solutions that actually save lives and transform frontline operations? The Opportunity: We are partnering with one of Australia’s largest and most respected mission-driven human services networks to find a Lead BA / Service Designer for a high-profile, 12-month AI Programme. You will be leading the end-to-end service design for an cutting-edge AI pilot across multiple physical care facilities.

Your goal? To seamlessly integrate AI into the physical environment to drastically reduce staff turnover and optimize service delivery.

The Mission: Working directly alongside the National Executive for Data & AI. Your first 6 months will be dedicated to pilot learnings. You will map the "front-stage" human workflows and "back-stage" data processes, co-design solutions with the users on the floor, and manage AI edge-cases to ensure frontline staff successfully adopt the technology. The next 6 months will involve translating these service models into a fully funded, multi-year transformation roadmap.

What you’ll be doing:

- Creating comprehensive service blueprints, user journey maps, and target-state workflows.
- Facilitating co-design workshops with operational, funding,



and technical subject matter experts.
- Shadowing users on the floor to design target-state models that safely integrate AI into existing, high-stress human workflows.
- Owning the requirements traceability matrix, RAID logs, and governance assessments.
- Evaluating pilot outcomes to re-sequence the backlog and build business cases for scaling.

What you’ll bring to the team:

- Solid Business Analysis and Service Design experience, ideally within complex, highly regulated, or human-centric environments.
- True systems thinking—you know how to map the intersection of people, physical spaces, and technology, not just software interfaces.
- Experience with AI operating models (managing edge-cases, continuous feedback loops, human-in-the-loop).
- Exceptional stakeholder management skills with the charisma to co-design with and win over stressed frontline teams.

What else is offered:

- A highly competitive remuneration package.
- The chance to do deeply ethical, purpose-driven work in an organization that champions compassion, equity, and excellence.

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📌 Lead BA/Service Designer (Melbourne)
🏢 Real Time Australia
📍 Melbourne