Senior Service Designer

Senior Service DesignerGrade:9/10Salary range:$129,464 - $142,665+ superannuation and leave loadingDuration:Temporaryuntil July 2026Location:Hybrid with a 50% inoffice requirement in Sydney CBD. This may be subject to change in line with DCS workplace policies.Design meaningful, humancentred experiences that help keep people and places safe and connected.We are looking for a passionate and experienced Senior Service Designer to lead usercentred design initiatives, deliver engaging service experiences, and contribute to key projects that support emergency services and the communities of NSW.About the teamThis role sits within the Customer Experience Design, Research and Insights team in the Customer and Emergency Management Division of NSW Telco Authority.You''ll join a friendly, collaborative and fastpaced team of designers and researchers who are dedicated to improving services that keep people and places safe and connected. We are an inclusive employer that values diverse perspectives and supports flexible working.Your responsibilities will includeConducting qualitative and quantitative user research to uncover insights and validate design concepts.Developing service blueprints, journey maps and other design artefacts to understand endtoend customer experiences.Leading digital concept development and visualisation, ensuring solutions are intuitive, structured and user centred.Collaborating with stakeholders to build alignment, manage expectations and navigate competing priorities.Identifying opportunities for service improvement by integrating user needs with business objectives.Facilitating workshops, sharing best practice and contributing to capability uplift across the organisation.For more information on the role and its accountabilities, clickhere to view the role description.To be successful in this role you willhaveRelevant Qualifications & Design Foundations:Tertiary qualifications or equivalent professional experience in CX, UI, HCI or digital product design.Research & Insight Capability:Experience conducting qualitative and quantitative research, with the ability to analyse user behaviour and validate design concepts through iterative testing.Design Thinking & Visualisation Skills:Proficiency in design thinking and the ability to create visually compelling models, artefacts and frameworks.Stakeholder Engagement & Consensus Building:Strong skills in managing stakeholder expectations, navigating competing priorities and building alignment across diverse groups.Comfort with Ambiguity & Complexity:The ability to work confidently in complex, evolving or uncertain environments.Strong Self-Management & Prioritisation:The capability to work autonomously with effective prioritisation and organisational skills.Nice to haveExperience using workshop facilitation tools (e.g., Miro).Experience using prototyping tools (e.g., Figma) and general technical literacy.About NSW Telco AuthorityNSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders.We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters. NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services. We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe.NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider parttime,job share and other flexible arrangements.We''re proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We''re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.For more information, go toNSW Telco AuthoritySalary Grade 9/10, with the base salary for this role startingat $120859 base plus superannuationClick Here to access the Role Description. For enquiries relating to recruitment pleasecontact Fiona Glover via Visit theCapability Application Toolto prepare for the recruitment process by accessingpractice application and interview questions based on the focus capabilitieslisted in the role description. Closing Date: 9:59am, Monday 16th February 2026Careers at Department of Customer ServiceA career at the Department of Customer Service (DCS) givesyou the opportunity to help improve government services and be part of reform thatbenefits people across NSW. We arefocused on delivering excellent customer service, digital transformation, andregulatory reform. Come join us and influence the future of our great state.Belong in our diverse and inclusiveworkplace Thestrength of our workforce lies in its diversity and embracing difference, whilethe key to our success is leveraging the contributions of employees withdifferent backgrounds and perspectives.You can view our full diversity and inclusion statement here.We want you to bring your best self to this application process. If you have any support or access needs that mayrequire adjustments to allow you to fully participate in this selection process(including an alternate format of the application form) please contact or For more information, please visitInformation on some of the different types of disabilities Information on adjustments available for the recruitment process

Created: 2026-02-11