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 ****
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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 (Protected)
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Relevant tertiary qualifications and/or professional 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