Lead Service Designer | Transformation Program | Melbourne

6-Month Contract | Federal Government Environment | Lead Human-Centred Service Design Across a Major Transformation Program

What's in it for you?

- Initial 6-month contract with potential extension.
- Opportunity to shape a large-scale court transformation initiative.
- Lead service design across complex digital, operational and policy environments.

What we need from you

- Proven experience leading end-to-end service design initiatives within large and complex organisations.
- Strong capability in user research, journey mapping, service blueprinting and systems thinking.
- Demonstrated experience facilitating co-design workshops and stakeholder engagement across diverse groups.
- Expertise translating user insights into requirements, business rules, MVP scope and delivery outcomes.
- Experience working within Federal or State Government transformation programs highly regarded.
- Understanding of Human-Centred Design principles and Digital Experience Policy.
- Strong communication and visual storytelling skills.
- Australian Citizenship with current Baseline Security Clearance.

About the Role Akkodis is seeking an experienced Lead Service Designer to support a significant transformation program within the Government environment. Working closely with the Senior Program Manager and multidisciplinary delivery teams, you will lead discovery, research, service design and validation activities across multiple interconnected workstreams.

You will be responsible for understanding user needs, mapping complex service ecosystems, developing future-state service models, facilitating co-design workshops and translating evidence-based insights into practical delivery outcomes. This role requires a highly team-oriented leader who can influence stakeholders and create decision-ready artefacts that support successful transformation initiatives.





Key Responsibilities

- Lead the service design workstream across a complex transformation program.
- Conduct and synthesise user research using a variety of qualitative and quantitative methods.
- Develop journey maps, service blueprints, ecosystem maps and target-state service models.
- Facilitate workshops, co-design sessions and stakeholder engagement activities.
- Prototype, test and iterate service concepts using user feedback and accessibility principles.
- Translate service design outcomes into prioritised business requirements and implementation roadmaps.
- Work closely with business analysts, architects, delivery teams and operational stakeholders.
- Analyse service options and provide evidence-based recommendations to executives and governance forums.
- Maintain design repositories, research artefacts and traceability documentation.
- Champion human-centred design and continuous service improvement practices.
- Ideal Background
- Service Design leadership within large-scale transformation programs.
- Government, justice, legal, regulatory or other high-trust environments.
- Digital services involving portals, workflows, payments, case management or customer-facing platforms.
- Agile and multidisciplinary delivery environments.

Security Requirements

- Australian Citizenship is mandatory.
- Current Baseline Security Clearance required.

Joining Akkodis as a Consultant

- Weekly Pay
- No payroll processing fees
- Upskilling opportunities and training discounts
- Consultant networking events
- Akkodis SME knowledge-sharing sessions
- Employee Assistance Program (EAP)
- Dedicated Account Management Support Team

If you have what it takes to thrive in this role and would like to learn more, please contact Isha Khanna on [email protected]

Akkodis is an Equal Opportunity Employer committed to workforce inclusion and diversity. We welcome applications from candidates of all background

📌 Lead Service Designer (Melbourne)
🏢 Akkodis
📍 Melbourne