Lead Service Designer | Federal Government | Melbourne

Melbourne | Hybrid | Initial 6-month contract

We're working with a Federal Government organisation looking for an experienced Lead Service Designer to support a significant digital transformation programme.

There are no associated hourly rates for the role and happy to discuss further (Gov orgs are now putting no pay rate to have competitive candidates at selection)

For this role, unfortunately the client will only consider candidates with –

- Recent government experience
- Be based in Melbourne for a hybrid working structure
- Australian citizen (to secure baseline clearance)
- 3+ years experience as a Service Designer

The programme is focused on modernising complex digital and operational services, improving how users access information, complete transactions and interact with government systems.

This role will lead human-centred discovery and service design activities across multiple interconnected workstreams, working closely with business, technology, policy and operational stakeholders.

The role

You'll be involved in:

- Leading end-to-end service design activities across a complex digital transformation programme.
- Planning and conducting qualitative and quantitative user research.
- Mapping current-state and future-state customer journeys, processes and service ecosystems.
- Developing service blueprints, personas, prototypes and supporting design artefacts.
- Facilitating workshops and co-design sessions with internal and external stakeholders.
- Translating research insights into business requirements,



service principles and actionable recommendations.
- Working with Business Analysts, Product Owners and technical teams to define delivery priorities.
- Designing and testing accessible, inclusive digital and non-digital services.
- Supporting service design governance, documentation and decision-making.
- Ensuring service designs align with Government digital standards and accessibility requirements.

What we're looking for

- Extensive experience in service design and human-centred design within complex organisations.
- Recent Federal or State Government experience, ideally across large-scale transformation programmes.
- Robust experience in user research, journey mapping, service blueprinting and prototyping.
- Demonstrated ability to lead end-to-end service design initiatives.
- Experience translating user research into business requirements and delivery outcomes.
- Strong stakeholder engagement and workshop facilitation skills.
- Knowledge of the Australian Government Digital Experience Policy and accessibility requirements.
- Experience working across multidisciplinary Agile delivery teams.
- Strong communication skills with the ability to influence senior stakeholders.
- Experience in justice, legal, regulatory or other high-trust environments would be highly regarded.

Please note: Applicants must be Australian citizens, hold a minimum Baseline Security

Clearance and be willing to undertake a National Police Check.
If you're an experienced Lead Service Designer with a strong Government background, we'd be keen to hear from you.

📌 Lead Service Designer - Melb (Melbourne)
🏢 Just Digital People
📍 Melbourne