Senior Manager Service Design

Organisation/Entity: Transport For NSW Job category: Senior Executive Job location:Macquarie Park, NSW, AU, 2113 Job reference number: Employment type: Permanent Full-Time Salary range: An attractive remuneration package About the role 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 will 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 will 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. Qualifications 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. Benefits Transport for NSW provides a safe, integrated and efficient transport system. We offer a wide range of employee benefits, including 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. Application Details Applications close: 11:59 pm Sunday 30 November 2025.For more information about this role, please contact 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.Need some help with your application? Take a look at our application tips video series. #J-18808-Ljbffr