Senior Manager Service Design

You’re agile and flexible because you can see the benefits of change.

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:

In this role you'll lead the discovery, design, and implementation of end to end service experiences that make it easier for our workforce to do their jobs and in turn, support better customer outcomes across one of Australia’s largest public sector organisations.

You’ll bring design-led and systems thinking into the heart of how Transport operates, championing human-centred, insight-driven approaches that turn complex systems into experiences that work for people. You will foster a culture of experimentation and learning by using design research, journey analytics, and real-world feedback to inform decisions, drive continuous improvement, and promote equitable, consistent service delivery at scale.

As a key member of the Performance Improvement & Optimisation leadership team, and part of Transport’s internal consulting function, you will champion the craft of service design. This includes developing enterprise service design frameworks and governance models that embed co-design, prototyping, and evidence based decision making. You will work closely with CX, business architecture, product, and process teams to integrate customer insights, operational feasibility, and business viability into service improvements.

You’ll influence senior stakeholders and executives to build advocacy for service design, secure alignment and investment in transformation initiatives, and shape enterprise wide operating model optimisation. You will provide people leadership and craft coaching, manage third party partners, and lead consulting engagements that demonstrate the impact of design on strategic decision-making.

Within 12 months, you will establish new service design ways of working and guide the design of the Service Delivery Model experience. You’ll deliver high impact transformation projects, create clear frameworks, and generate visible wins - building the foundations for a connected, insight-driven service design practice that reshapes how government works.

For more information on this position and business unit, view the role description and <information pack>.

About you

You’re a design leader who thrives in complex environments and is driven by the opportunity to improve both employee and customer experiences at scale. You bring a blend of human centred design, systems thinking, and strategic consulting capability, and know how to use design to influence decision-making and reshape how government works.

You will excel in this role if you have:

•  10+ years’ experience in service design, customer experience, or related fields, including 4+ years leading design teams.

•  A proven ability to establish or scale service design capability within large, multi-portfolio organisations.

•  Strong expertise in design research, journey analytics, co-design, and translating insights into actionable service blueprints, prototypes, and end to end experiences.

•  Demonstrated skill in applying human-centred and systems thinking to improve services that support both employees and customers.

•  Advanced facilitation and consulting skills, able to run high-impact workshops, influence executives, and guide cross-functional collaboration.

•  Experience managing third party vendors, developing capability, and embedding tools, templates, and ways of working that uplift design maturity.

•  A track record of advocating for design, building stakeholder confidence, and bringing empathy, experimentation, and evidence-based approaches into organisational decision-making.

•  Relevant tertiary qualifications or equivalent professional experience.

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 Sunday 30 November 2025.

For more information about this role, please contact SANDRA.FEENEY@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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