- Full time (35hpw) Temporary to September 2027
- Salary Range $167,165 - $201,105pa + super
- Sydney City, Parramatta or Gosford with hybrid working arrangements (1-2 office days)

- Full-Time (35hpw) Temporary to September 2027
- Salary Range $167,165 - $201,105pa + super
- Sydney City, Parramatta or Gosford with hybrid working arrangements (1-2 office days)

Principal Service Designer

- Full-Time (35hpw) Temporary to September 2027
- Salary Range $167,165 - $201,105pa + super
- Sydney City, Parramatta or Gosford with hybrid working arrangements (1-2 office days)

About the team

Digital Services sits at the heart of the customer experience at Service NSW.
We design, build and operate the digital products, platforms and services that help millions of people access government services quickly, easily and securely.
We are a multidisciplinary team bringing together product, design, engineering, delivery, cyber security, data and business professionals. Our culture is collaborative, inclusive and outcome focused, with a shared commitment to delivering high-quality services that make a genuine difference for customers across NSW.

You will work on Unify, a strategically important platform that supports Customer Service Representatives (CSRs) to deliver government services. As Unify scales to accommodate a growing range of transactions and hundreds of use cases, we have an opportunity to place the CSR experience at the centre of service design for the first time.

About the role

As Principal Service Designer, you will lead the design of a simpler, more connected and scalable experience for the people delivering government services every day.





You will build a deep understanding of how frontline teams work by visiting service centres, observing CSRs and mapping their end-to-end experience across customer interactions, processes, systems and technology. Your work will identify opportunities to reduce the time and effort required to serve customers, minimise switching between systems, and improve how Unify integrates with other technology.

This is a significant design leadership role. You will bring clarity to a complex environment, progressively shape an experience that can support hundreds of use cases, and help shift our design culture from optimising individual transactions to optimising the experience of the people who use and deliver the service.

Key responsibilities

- Lead the end-to-end service design of the CSR experience across Unify.
- Spend time in service centres observing, researching and understanding how frontline teams serve customers.
- Map CSR journeys across customer interactions, systems, processes, channels and technology to identify pain points and opportunities.
- Design a coherent, intuitive and scalable experience that can support hundreds of transaction types and use cases.
- Identify opportunities to reduce handling time, duplication, manual effort and unnecessary switching between systems.




- Explore where Unify can integrate with other technology and platforms to create a more seamless end-user experience.
- Lead complex discovery, research, journey mapping, service blueprinting, co-design and future-state design activities.
- Use systems thinking and evidence to translate complexity into practical, prioritised service improvements.
- Partner with product, engineering, operations, policy, design and agency stakeholders to translate insights into deliverable outcomes.
- Influence senior stakeholders, product strategy and prioritisation using evidence from frontline users and operational insights.
- Champion human-centred, accessible and inclusive design across digital, assisted and operational touchpoints.
- Provide strong design leadership, uplift service design practice and help teams adopt a user-over-transaction mindset.

About you

You are an experienced service design leader who is energised by complexity rather than overwhelmed by it. You can take a large service challenge, create clarity and break it into practical opportunities for improvement.

You combine strategic thinking with high empathy and genuine curiosity about how people work. You are willing to get close to the problem, spend time with frontline teams and understand the realities behind a process before moving to a solution.

You understand how customer needs, staff experience, operational processes, policy and technology come together to create an end-to-end service. You can lead through influence, build alignment across diverse stakeholders and help shift teams from designing for a transaction to designing for the people who use and deliver the service.

To be successful in the role you will demonstrate

📌 Principal Service Designer (Sydney)
🏢 Service NSW
📍 Sydney