Job Description

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Senior Service Designer – Philanthropy, Pastoral Care & Mission

Choose one six-month project, or take on both projects across a 12-month contract | Sydney CBD

Design experiences that matter

What does it feel like to make a donation to Uniting? What happens behind the scenes when someone leaves a bequest? And how can pastoral care better support the changing needs of people living in Residential Aged Care?

These are the kinds of questions you’ll help us explore as a Senior Service Designer at Uniting.

We have two significant service design projects available across Philanthropy and Pastoral Care & Mission. You can take on either project for six months, or both projects for a 12-month contract.

This is an opportunity to use your service design expertise on work that is both strategic and deeply human — understanding experiences, uncovering opportunities and designing better ways of doing things.

Your projects

Philanthropy – 6 months

You’ll map and explore the end-to-end experience of donors and bequestors, looking at both the customer journey and the processes that sit behind it.

You’ll help us understand what works, where the experience can be improved and how our front-end and back-end processes can work together more effectively. Your work will provide the insights and design direction needed to create a more connected and meaningful philanthropy experience.

Pastoral Care & Mission – 6 months

You’ll help rethink the role of Pastoral Care within Residential Aged Care, responding to the changing needs of residents and the evolving role of pastoral care.

The work will explore the experience of residents and those supporting them, with a focus on holistic and emotional wellbeing, connection, grief support and counselling.

You’ll bring together research, insight and co-design to shape a clear future-state service model for pastoral care, supported by practical recommendations for how it can better respond to the people we support.

Across either project, your work will produce clear current-state insights, future-state journeys and service blueprints, tested concepts and practical recommendations that teams can use to improve the experience.

What you’ll be doing

Across one or both projects, you’ll:

• Lead human-centred research to understand experiences, needs, pain points and opportunities.
• Map current and future customer journeys and develop service blueprints.
• Explore both customer-facing experiences and the processes, systems and people that sit behind them.
• Facilitate workshops and co-design sessions with customers, employees and stakeholders.
• Develop prototypes and test ideas to identify what could work in practice.
• Synthesise qualitative and quantitative insights into clear, compelling recommendations.
• Work collaboratively with subject matter experts and teams across Uniting.
• Influence strategic thinking while also being comfortable getting into the detail of how a service actually works.
• Advocate for human-centred design and help embed customer-centred thinking into the way we improve services.

About you

You’re an experienced Service Designer who enjoys tackling complex problems and making sense of the connections between people, processes and systems.

You’ll bring:

• Demonstrated experience in service design, human-centred design and user research.
• Strong experience mapping customer journeys, service blueprints and end-to-end experiences.
• Excellent research, synthesis and problem-solving skills.
• Experience facilitating workshops, co-design and stakeholder engagement.
• Confidence working with a wide range of stakeholders and influencing without formal authority.
• Strong visual communication skills and experience with tools such as Miro, Figma, Adobe Creative Suite, Sketch or similar.
• The ability to move comfortably between strategic thinking and practical delivery.
• A strong portfolio demonstrating how your work has translated insight into meaningful service improvements.

Experience in philanthropy, ageing, health, human services, community services or the not-for-profit sector would be highly regarded.

Why Uniting?

At Uniting, service design isn't about creating something that simply looks good on paper. It's about understanding people, challenging assumptions and finding better ways to deliver services that genuinely matter.

Whether you're helping us create a better experience for someone choosing to support Uniting through a donation or bequest or helping reshape pastoral care for people living in Residential Aged Care, your work will have a real human impact.

How to apply

Please submit your CV and cover letter via the job advertisement platform to ensure your application is accurately tracked.

 For more information, please contact Louise Massie at mmassie@uniting.org

 What We Offer You

• A rewarding career with a leading human services organisation.
• Up to $18,550 NFP salary packaging available.
• Access to our U rewards program with exclusive discounts.
• Flexible work hours for work-life balance.
• Access to Fitness Passport – Live your best life.
• A supportive and inclusive and collaborative work environment.
• Opportunities for professional growth.

Uniting NSW.ACT contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services and spiritual care. We provide care and support for people through all ages and stages of life, with a focus on people experiencing disadvantage and vulnerability. Our purpose is to inspire people, enliven communities and confront injustice.

Uniting is a Child Safe Organisation committed to promoting the safety, wellbeing and inclusion of children and young people.

Empowered by diversity

At Uniting, inclusion isn’t just something we value – it’s how we work. Our culture and practice reflect the vibrant diversity of our colleagues, and the clients and communities we serve.

Employment with Uniting is subject to satisfactory background checks, which may include a national police check, reference checks, working with children checks, and NDIS checks.

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