Service Consultant

HOBAN Recruitment is seeking an experienced APS6 Service Designer to join a high-profile federal government team focused on improving customer experiences through service innovation and human-centred design based in Surry Hills Sydney. This is an exciting opportunity to contribute to meaningful service transformation initiatives, working with stakeholders to design, test and implement improvements that deliver better outcomes for Australians.
About the Role
As an APS6 Service Designer, you will play a key role in researching, analysing and improving end-to-end service experiences. Working within a collaborative and multidisciplinary environment, you will use human-centred design approaches to identify opportunities, facilitate co-design activities and influence service improvements across multiple channels and touchpoints. The role requires initiative, sound judgement and the ability to navigate complex stakeholder environments. Based on the supplied position description and requirements.
Key Responsibilities

• Conduct service design research to identify customer, stakeholder and business needs.
• Develop and document current-state and future-state service experiences, processes and customer journeys.
• Facilitate workshops, co-design activities and design thinking sessions with diverse stakeholders.
• Analyse complex information and translate insights into practical service and process improvements.
• Advocate for customer needs and experiences throughout the design process.
• Contribute to the design, testing and evaluation of service solutions.
• Support service transformation initiatives through artefacts such as journey maps, service blueprints, personas and process maps.
• Build strong relationships with internal and external stakeholders to influence positive outcomes.
• Ensure service improvements align with contemporary service design principles and digital service standards.

Benefits

• Competitive pay rate of $60.26 per hour at APS 6 Level, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• ASAP start date, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Opportunity to contribute to impactful government service transformation projects.
• Collaborative and purpose-driven workplace culture.
• Exposure to large-scale service design and customer experience initiatives.
• Hybrid work arrangements available.
• Work with experienced professionals across design, policy and operational teams.

About You
You are a passionate and customer-focused Service Designer who thrives on solving complex problems and creating meaningful service improvements.
To Be Successful, You Will Have:

• Demonstrated experience in service design and human-centred design methodologies.
• Strong experience researching, mapping and improving end-to-end service experiences and customer journeys.
• Proven ability to facilitate workshops, co-design sessions and stakeholder engagement activities.
• Strong analytical skills with the ability to convert insights into practical and evidence-based recommendations.
• Experience managing competing priorities and delivering outcomes in complex environments.
• Excellent written and verbal communication skills, including stakeholder management and presentation experience.
• Experience using service design tools and artefacts including:
  • Journey maps
  • Service blueprints
  • Process maps
  • Personas
  • Customer insight reports
  • Workshop design and facilitation
• Ability to work autonomously while contributing effectively within a team environment.

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions on FRIDAY 16th OCTOBER 2026 COB.


At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit www.hoban.com.au/adjustments for additional contact details.