Our client is a prominent Federal Government department responsible for enabling access to quality skills, training and employment and supporting Australians, businesses and the broader economy.

As part of its ongoing digital transformation agenda, the department is seeking experienced Lead Service Designers to support emerging business and user needs and help design, improve and deliver complex services across multiple channels, products and platforms.

Role Description
They are looking for experienced Lead Service Designers who can lead end-to-end service design engagements across research, discovery, experience design, service blueprinting, prototyping, testing and delivery.
The successful candidates will work closely with end users, subject matter experts, business stakeholders, project and delivery teams, designers and technology professionals to understand complex problems and translate insights into practical, measurable service improvements.

Responsibilities

- Lead and plan end-to-end service design engagements within multidisciplinary Agile teams.
- Conduct and apply user research, qualitative research and usability testing to understand customer needs, behaviours, pain points and opportunities.
- Design end-to-end service experiences across channels, products and services, considering customer, business, operational and technology requirements.
- Develop current-state and future-state service blueprints and a range of supporting service design artefacts.
- Understand, document and communicate service intent, customer needs and business requirements.
- Translate service design outcomes and service blueprints into practical work packages, requirements and actionable outputs for project and delivery teams.
- Work collaboratively with designers and technology teams to identify opportunities to reuse existing platforms, capabilities and services.
- Identify dependencies between projects, products, platforms, business processes and technology capabilities.




- Support delivery teams in understanding and implementing the service design required to take new or improved services live.
- Plan and facilitate workshops, co-design activities, discovery sessions and stakeholder engagements.
- Adapt service design approaches to project timeframes, budgets, priorities, delivery constraints and available evidence.
- Define key service metrics and measures to evaluate impact and support continuous improvement.
- Present research findings, design recommendations and service outcomes to senior stakeholders and provide transparent advice to support decision-making.
- Work collaboratively across business, design, technology and delivery functions to build shared understanding and achieve agreed outcomes.

Skills and Experience

- Demonstrated experience working as a Service Designer in a medium to large enterprise, delivering service design, research and a range of design artefacts including service blueprints.
- Strong experience leading end-to-end service design engagements, from discovery and research through to design, validation and delivery.
- Proven experience working successfully within Agile multidisciplinary teams to plan, visualise and define new user and service experiences.
- Strong capability across user research, qualitative research, customer journeys, experience design, service design, prototyping and usability testing.
- Demonstrated experience working across different stages of the delivery lifecycle and tailoring design approaches to timeframes, costs, scope and delivery constraints.
- Experience translating service design outputs into practical requirements, work packages and actionable outcomes for delivery teams.




- Demonstrated ability to build productive relationships with a broad range of stakeholders, including senior management, business leaders, subject matter experts and technology teams.
- Exceptional written, verbal and presentation skills, with the ability to communicate complex service design concepts clearly and influence stakeholders across in-person and virtual environments.
- Experience defining service measures, metrics and outcomes to assess the effectiveness and impact of service improvements.
- Previous experience working within an Australian Government/Commonwealth agency will be highly regarded.
- Experience working with or applying the Commonwealth Digital Service Standard will be highly regarded.

Australian Citizenship is mandatory; candidates must be willing and able to successfully obtain a Baseline Security Clearance.

Consultant: Sam Baidya

Keywords Lead Service Designer, Service Blueprint, User Research, User Experience, Experience Design, Customer Journey, Journey Mapping, Prototyping, Usability Testing, Agile, Design Thinking, Co-design, Digital Transformation, Service Transformation, Digital Service Standard, Government Digital, Customer Experience, Service Delivery, Stakeholder Engagement, Human-Centred Design, Research, Discovery, Service Improvement

At AAR Consulting Group we embrace diversity, inclusion, and equal opportunity. We encourage and support applications from people with a disability.
Please reach out to discuss any accommodations or adjustments that may be needed during the recruitment process via ••••@aarconsultinggroup.com.au or 02 •••• •300.

Location: Sydney, Melbourne, Brisbane, Perth, Canberra, or Adelaide (Hybrid)
Contract Term: Initial contract to 31 July 2027 + 2 x 12-month extension options
Work Structure: Full-time, up to 40 hours per week (standard 8-hour days)
Security Clearance: Must be an Australian Citizen eligible to obtain a Baseline Clearance

📌 Lead Service Designer (Canberra)
🏢 AAR Consulting Group Pu002FL
📍 Canberra