Job Description

SenioYou see the big picture, you’ve always worked on a grand scale, and now you’re ready to re-focus on grand impact.

Here's your chance to design and deliver efficient, customer-focused services that also enhance accessibility, sustainability and overall quality of living for more people than you've imagined.

In this role, you'll:

As a Service Design Lead, you will lead end-to-end service design initiatives that align technical and operational delivery with customer needs and strategic goals.

You’ll provide advisory and design support for service and operational improvements, including developing user experience roadmaps and defining performance measures. Your focus will be on system and service delivery, applying human-centred design principles to create services that are intuitive, efficient, and strategically aligned.

You will analyse service metrics and delivery models to identify opportunities for optimisation and innovation and collaborate with other Performance Improvement & Optimisation (PIO) teams to implement scalable, customer centric solutions. Working across policy, operations, and technology teams, you’ll embed design thinking and co-design practices into service development, facilitate research and prototyping, and translate insights into blueprints, artefacts, and prototypes.

You’ll also advocate for service design excellence, embedding leading practice methodologies and building internal capability to drive transformation.

Our team works as an internal consultancy. We’re focused on uplifting employee-facing services across the Transport cluster, from day-to-day self-services all the way up to program delivery services. We are highly collaborative, working with leaders and service delivery teams on a day-to-day basis, building trust and relationships through our engagements.

For more information on this role and team, view the role description and information pack

About you

• Deep experience applying human-centred and service design across complex systems or organisations.
• Strong skills in research and synthesis—turning diverse inputs into clear insights, problem frames, and opportunities.
• Ability to map and redesign journeys, service blueprints, processes, and ecosystems.
• Confidence leading co-design and workshops that align stakeholders and build momentum.
• Skilled at translating vision and principles into tangible concepts, prototypes, and recommendations.
• Pragmatic design mindset—balancing desirability, feasibility, viability, and organisational realities.
• Experience guiding cross-functional teams and mentoring designers.
• Excellent storytelling and communication skills, simplifying complexity and influencing decisions.
• Experience working on employee-facing services

Bonus if you have:

• Experience in large, complex environments (government, transport, healthcare, utilities, enterprise).
• Exposure to operating models, service delivery models, or organisational design.
• Ability to set design standards, uplift capability, or embed service design in transformation programs.
• Skills in prototyping, experimentation, and evidence-based decision making.
• Familiarity with design operations and scaling design practice.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days.

What are you waiting for…? Connect with us. Apply now!

Applications close: 11:59 pm 18th May 2026.

For more information about this role, please contact TULLARAH.SIMPSON@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

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