Service Designer

UNSW IT wants to make technology simpler and more useful. This role turns new opportunities, customer insight and complex service needs into practical technology services, running from discovery through co-design, pilot, delivery and support, and balancing desirability, usability, feasibility, scalability, cost and value.

You'll work with Service Owners and many internal teams and vendors to map the end-to-end experience, leading through expertise and influence, championing user-centred design and mentoring others. The role reports to the Design Operations Lead and has no direct reports. It is a full-time (35 hours a week) fixed-term contract until December 2027, based at the UNSW Kensington Campus.

What you'll be doing

• Researching internal customers and stakeholders to find technology opportunities, user needs and service gaps
• Co-designing end-to-end service experiences across digital and physical touchpoints with Service Owners
• Writing detailed service specifications, functional requirements and performance criteria
• Working with business owners to generate and assess new service concepts and improvements
• Co-creating current and future journey maps to show pain points and improve delivery
• Modelling service design practice across UNSW, promoting design thinking and mentoring others
• Building proofs-of-concept and pilots, including cost-benefit analysis to inform investment decisions
• Collaborating with engineering, UX/UI, architecture, cybersecurity, change management, business teams and vendors
• Maintaining service documentation, such as technical specifications, release notes and user guides
• Applying ITIL and agile practices from concept through to operational support, using metrics and continuous improvement
• Building division-wide capability by running human-centred design workshops, coaching non-specialists and contributing to the design community of practice

What we're looking for

• At least five years in service design, CX design, business analysis or a similar role, with technology-enabled service delivery
• A strong understanding of service design from ideation through to operationalisation
• Strong business acumen and the ability to turn customer needs and market insight into requirements
• Strong problem-solving and analytical skills, including interpreting service metrics and market data
• A creative mindset and a passion for innovation and valuable, usable experiences
• Excellent communication and influencing skills across cross-functional teams
• The ability to work independently and in a team, managing priorities in a changing environment
• Familiarity with design thinking and user-centred design, with practical use of service design tools
• Experience applying ITIL frameworks from concept through to operational support
• Recent working knowledge of agile methods such as Agile or Scrum
• An understanding of and commitment to UNSW's aims, values, policies and health and safety responsibilities

Great to have (not essential):

• Experience in large, complex enterprises such as government or higher education
• Exposure to strategic planning, business improvement or transformation initiatives
• Experience in a consulting environment
• Experience as a Business Analyst, including requirements gathering and process analysis

What's on offer

• Salary: A$153,933 – A$163,338, plus 17% superannuation and leave loading
• Career development opportunities
• 17% superannuation contributions and additional leave loading payments
• An additional three days of leave over the Christmas period
• Discounts and entitlements for retail, education and fitness
• A hybrid work arrangement (two to three days onsite)

How to apply

Submit a CV and a cover letter addressing your suitability through the application portal before 11:30pm on 2 November 2026. Applications sent via email will not be accepted.

The Position Description is available on JOBS@UNSW. For questions about the recruitment process, contact Ayla Kamal, Talent Acquisition Partner, at [email protected]; for questions about the role, contact Nataniel Kraizelburd, Design Operations Lead, at [email protected].

Applications close at 11:30pm on 2 November 2026.