Principal Service Designer

Role overview

The Principal Service Designer is a senior position within the Information Technology Services branch, reporting to the Strategic Engagement Manager, Families and Fairness. This role makes sure technology initiatives are built on evidence, informed by real user needs, and framed in a way that supports investment decisions and long-term value.

Using discovery work, problem definition, and service blueprinting, the role helps establish a strong base for well-structured and strategically aligned technology outcomes. It sits at the meeting point of user experience, technical capability, and organisational direction.

The position produces important design artefacts, guiding principles, and assessment criteria that support initiative planning and solution review. In partnership with enterprise architects, business analysts, and business leads, the Principal Service Designer ensures design choices support future-state architecture and broader organisational goals. The role also works closely with delivery teams so solutions can meet needs across the organisation in a joined-up way.

As a champion for human-centred design, this person strengthens capability across teams, demonstrates strong practice, and helps senior leaders use design thinking in decisions. The role suits someone who can operate effectively in a fast-moving, collaborative setting and contribute to both immediate priorities and longer-term organisational outcomes.

Key accountabilities

• Build effective, collaborative relationships with business teams and shared service delivery partners so service design work reflects interdependencies across the organisation and supports solutions that function across boundaries.
• Run workshops and co-design sessions with subject matter experts, business stakeholders, and technology teams to create shared understanding, test assumptions, and bring different viewpoints together around a common path forward.
• Serve as the connection point between internal teams and delivery partners to keep the shaping process aligned from start to finish.

Application process

Applicants are asked to review the position description for full details. Applications should be submitted online, with attachments accepted in .doc, .docx, .pdf, .txt, or .rtf formats.

A CV and a cover letter of up to 2 pages are required, and the cover letter should address suitability against the key selection criteria. Candidates must be an Australian citizen, a permanent resident, or hold a valid work permit or visa. Eligibility to work will be verified during recruitment. The preferred candidate will need to complete pre-employment checks, including a national police check and misconduct screening.

For additional information about the organisation and its recruitment process, refer to the department's jobs information page.