Senior Service Designer

Job Description

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$113,668 - $131,153 plus super + salary packaging

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• Maximum term position up to 9 months (part-time applications considered)
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• Salary range: $113,668 - $131,153 plus super
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• Up to $15,900 in salary packaging, flexible hybrid work arrangement
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Victoria Legal Aid (VLA) is seeking expressions of interest from experienced service designers to be embedded within our Client Services and Sector Engagement (CSSE) team for an initial 9-month engagement.

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This engagement will support a significant period of service improvement and design activities. The work is focused on improving client experience, accessibility, coordination and consistency across services, systems and pathways.

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The successful designer will work alongside a multidisciplinary team delivering complex, organisation wide initiatives spanning service design, digital systems, access and intake reform, lived experience participation and client centred practice.

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About the role
The purpose of this engagement is to provide senior level service design capability and additional delivery support across a suite of strategic initiatives and reform priorities.

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The designer may support multiple concurrent projects depending on organisational priorities, sequencing and capability requirements over the engagement period.

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We are looking for a designer to be embedded in our team. They will be part of our regular team meetings and will report to Georgia Chambers, Program Manager, Client Intake and Inclusion (CII) / Service Design and Innovation (SDI).

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They will also need to scope, plan and run their projects autonomously, with support from Georgia and the other Service Designers.

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This role is based at our Melbourne CBD office on Wurundjeri Country.

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About you
We are looking for an experienced service designer who can:

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• undertake service discovery and research activities.
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• facilitate workshops and co design sessions.
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• produce service design artefacts including service blueprints, ecosystem maps and journey maps.
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• supporting the team with prioritisation and sequencing of reform opportunities, synthesise complex information and system interactions and support development of future state concepts and implementation approaches.
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• contribute strategic advice and service design expertise across projects, support accessible, trauma informed and culturally responsive design approaches.
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• collaborate closely with multidisciplinary teams and senior stakeholders.
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Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If your CV doesn't align perfectly with our job description, we strongly encourage you to apply. You may be just the right candidate.

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About VLA
\n We offer legal representation, family dispute resolution and non-legal advocacy to those who need it most. With over 1500+ staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.

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Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.

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Employee benefits

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• A focus on work-life balance, including flexibleworking arrangements
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• Hybridwork fromhome& office model
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• Generous leave benefits, including: \n
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  • Three days paid seasonal leave (to be taken between Boxing Day and New Year's Day public holidays)
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  • Paid gender affirmation leave
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  • Five days both paid reproductive and fertility leave per calendar year
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• Annual 3% salary increase each December plus performance-related salary incentives
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• Attractive salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 PLUS Novated Leasing
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• Individual learning and professional development opportunities, tailored to your role and career goals
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• Free annual flu vaccinations
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• Access to gym and end-of-trip facilities at our CBD office
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• Access to our Employee Assistance Program, including confidential counselling and access to a range of mental health and wellbeing resources.
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Applications close by 11.59pm on Wednesday 30 September 2026.

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Other relevant information
It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

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VLA is committed to putting the safety and wellbeing of children first.

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