Job Description

Lead Service Designer (Multiple Roles)

Australian citizenship required. Baseline security clearance preferred but not mandatory.

What to Submit

1. A tailored resume in docx format
2. A one page (5000 character) summary response to the selection criteria below.

RFQ Details

· RFQ ID: LH-07390
· Agency: Department of Employment and Workplace Relations
· Closing Date: Tuesday, 18 August 2026 – 11:59pm (Canberra time)
· Estimated Start Date: Monday, 31 August 2026
· Initial Contract Duration: ASAP to 31 July 2027
· Extension Term: 12 months
· Number of Extensions: 2
· Experience Level: Lead - EL1 equivalent
· Security Clearance: Must be able to obtain Baseline
· Location of Work: QLD, WA, ACT, VIC, NSW, SA
· Working Arrangements: Hybrid. Onsite, standard 8 hours per day, and 40 hours per week in total. Flexible working arrangements, including remote working arrangements, will be considered on a case-by-case basis against the business requirements of the department and the needs of the immediate work area.
· Maximum Hours: 40 hours per week

Service Designers direct and guide the research, prototype and testing of service designs.
The department is seeking experienced Service Designers to meet emerging needs of the department and business areas.

Key Duties and Responsibilities

· Work as part of a multidisciplinary team to lead and plan end-to-end service design engagements
· Work with end users, subject matter experts, data and qualitative insights to design end-to-end solutions across all channels, services and products
· Understand and articulate how services need to change to meet the needs of users, business and government, including the creation of service blueprints and design artefacts
· Understand, document, and communicate service intent, and customer and business needs
· Support project managers and delivery leads to translate a service blueprint into work packages for delivery teams
· Work with other designers and technology staff to identify opportunities to reuse existing capabilities and platforms, including identifying the dependencies between projects and products
· Plan and run user research and usability testing to ensure newly designed solutions are effective
· Support IT delivery teams to understand what they need to build to take a service live
· Defining key metrics and measurements for the department to evaluate impact, supporting executive to use this data to iterate what we deliver

Selection Criteria

The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters.

Essential criteria

1. Demonstrated experience working as a service designer in a medium to large enterprise delivering design and research activities and a range of industry artefacts including service blueprints.
2. Demonstrated experience and success working within an agile multidisciplinary team to plan, visualise and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design.
3. Experience working on projects at various stages of the delivery lifecycle, including working to tailoring design approaches to timeboxes, costs and constraints.
4. Experience building robust and productive relationships with a range of stakeholders, including senior management, along with the ability to communicate effectively and with influence in writing, in person and via video conferencing.

Desirable criteria

1. Previous experience working as a service designer in a Government Agency is highly desired, including Department's Employment and Workplace Relations.
2. Previous experience working with the Commonwealth Digital Service Standard

Why choose Pinaka

We know the government ICT market and we keep things straightforward. We take time to understand your background, your goals and the type of role that suits you. We believe transparency is about more than rates and our margins are fair and always disclosed.

What you can expect from us...

1. Fair, disclosed margins
2. Clear communication at every stage
3. Honest advice on fit and competitiveness
4. Visibility on submissions and process status
5. A professional and respectful experience

How you are paid...

You choose what's best for you.

1. PAYG through Pinaka
2. Third-party payroll
3. Self-employed (own ABN)

With a single, transparent and fixed margin, we ensure compliance to all state and payroll laws. So that is one less thing for you to worry about.

BYO CONTRACT

Already in a role but not happy with the setup?

Port in your contract to Pinaka for a simpler and more transparent experience. We also have some exciting limited time offers on top of the incredible margins we offer.

BETTER TOGETHER

Our referral program for people who introduce strong candidates to us.

Refer a friend - Earn $1/hr per successful referral as long as you both with us. Refer as many friends as you want; no caps.