Job Description

We are looking for a Senior UX / Service Designer to lead the design of a standardised, scalable digital platform supporting complex, workflow-driven processes. This role focuses on end-to-end service design, platform convergence, and configurable UX patterns across multiple stakeholders and agencies.

You will work closely with Product, Business Analysts, Engineers, and Architects to translate complex processes into clear, intuitive user experiences while balancing standardisation with necessary flexibility.

Key Responsibilities

Discovery & Current-State Analysis

• Lead discovery workshops to map end-to-end user journeys across applicant and internal officer workflows
• Document systems, touchpoints, communications, roles, and approval processes
• Identify pain points such as manual work, bottlenecks, duplicated effort, and poor visibility
• Collaborate with Architects and BAs to understand system architecture, integrations, and data flows

TO-BE Service & Experience Design

• Design standardised TO-BE service journeys that:
• Simplify user flows
• Reduce manual work through automation
• Improve status tracking and communications
• Produce UX artefacts including user flows, IA, wireframes, and prototypes (low to high fidelity)
• Define clear interaction behaviours and UI specifications
• Partner with Product and BAs to translate journey insights into platform feature requirements (standard vs configurable)

Agency Engagement & Delta Analysis

• Support pilot agency selection from a UX and readiness perspective
• Plan and facilitate delta analysis workshops to identify agency-specific differences
• Capture and prioritise deltas as:
• Non-negotiable convergence requirements
• Configurable feature needs (criteria, approvals, templates, reporting, integrations)

Convergence Strategy & Design Governance

• Apply the convergence principle: agencies adapt to the platform; the platform adapts only to critical needs
• Drive UX clarity across:
• Tier 1 Non-negotiable standards (forms, authentication, core workflow stages)
• Tier 2 Configurable features (approvals, criteria, communications, reports, integrations)
• Support standardisation through reusable patterns, templates, and configuration rules
• Maintain strong design governance covering accessibility, versioning, auditability, and design system compliance

Stakeholder Management

• Work closely with Product Managers, BAs/BPR consultants, Engineers, Architects, Security, Operations, and agency stakeholders
• Present design rationale, trade-offs, and recommendations clearly to senior stakeholders
• Navigate ambiguity and align multiple stakeholders toward shared outcomes

Requirements

Experience & Background

• Degree in Human-Computer Interaction, Design, Information Systems, or equivalent experience
• 7+ years of experience in UX/UI or Service Design for complex, workflow-heavy platforms
  (e.g. case management, grants, HR, finance, citizen or enterprise platforms)

Skills & Capabilities

• Strong experience facilitating discovery and service design workshops
• Proven ability to design end-to-end workflows with operational and acceptance-criteria clarity
• Ability to translate process maps into intuitive UI and interaction designs
• Strong stakeholder communication and facilitation skills

Tools

• Proficient in Figma
  and common collaboration tools