Service Designer

About UNSW

UNSW isn’t like other places you’ve worked. We’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 50 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

The Service Designer will be crucial in creating and developing innovative and market leading services for UNSW IT. The role will involve driving the development of new technology services from concept to delivery within IT. The role will work closely with cross-functional teams, including designers, engineers, business customers and vendors to bring innovative ideas to life. The ideal candidate possesses a strong understanding of Technology service design processes, with a keen eye for detail and a passion for delivering exceptional Services. This role reports into the Head of Innovation and has no direct reports.

Specific accountabilities for this role include:

• Conduct market research and customer analysis to identify technology trends, user requirements, and gaps in technology enabled service offerings.
• Co-designing end to end service experiences with Service Owners across digital and physical touchpoints.
• Define detailed service specifications, functional requirements, and performance criteria for technology enabled service solutions.
• Partner with business owners and service stakeholders to generate and evaluate innovative concepts for new technology enabled services, service enhancements, or service process improvements.
• Working with the Service Owner to co-create service journey maps to visualize and optimize service delivery.
• Role model Service Design principles and practices across UNSW by championing user-centred approaches, promoting design thinking methodologies, and mentoring teams in the application of service design tools and techniques to improve service outcomes.
• Develop proof-of-concepts or pilot programs to validate service functionality, usability, and scalability, including cost-benefit analyses to assess viability.
• Collaborate with cross-functional teams (engineering, UX/UI design, architecture, cybersecurity, and change management) to ensure seamless service development and deployment.
• Maintain and manage comprehensive service documentation, including technical specifications, release notes, and user guides
• Align with and actively demonstrate the Code of Conduct and Values
• Ensure hazards and risks psychosocial and physical are identified and controlled for tasks, projects, and activities that pose a health and safety risk within your area of responsibility.

Who you are:

• 5+ years of experience in Service Design, Business Analysis or a similar role.
• Strong understanding of service design processes, from ideation through delivery to operationalisation.
• Strong business acumen with the ability to translate customer needs into service requirements
• Strong problem-solving and analytical skills, including service metrics evaluation and attention to detail that focuses on delivering high-quality services.
• A creative mindset and a passion for innovation and continuous improvement.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Ability to work independently and as part of a team with the ability to prioritise tasks, manage time to get the right outcomes.
• Familiarity with design thinking methodologies and user-centred design principles.
• Experience in applying ITIL frameworks to move services from concept, through delivery, to operational support.
• Working knowledge and recent experience with agile methodologies, such as Agile or Scrum.
• Strong analytical skills to interpret market data and make informed Service decisions.
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health & safety (psychosocial and physical) responsibilities and commitment to attending relevant health and safety training.