Customer Experience Designer / Service Designer

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We’re seeking a senior-level Customer Experience / Service Designer to support a government department in reviewing and reshaping how internal customer journey maps and service standards are developed and applied across diverse operational areas.

You’ll play a pivotal role in reviewing existing documentation, validating current approaches, and establishing a best-practice framework for experience design. This includes defining clear customer touchpoints, developing supporting standards, and briefing an external agency for delivery and further research.

What You’ll Do:

• Review and assess existing journey maps, internal standards, and related CX documentation.

• Design a logical, end-to-end customer journey framework aligned with organisational objectives.

• Translate customer interactions into clear, actionable internal standards.

• Identify gaps and advise on the process to uplift or consolidate materials.

• Assist in scoping and briefing an external agency to support delivery.

What We’re Looking For:

• Proven experience in CX or service design across large, multi-stakeholder organisations.

• Strong skills in journey mapping, blueprinting, and developing supporting standards.

• Ability to provide strategic advice and practical methods for design-led improvement.

• Skilled communicator with the ability to engage and align cross-functional teams.

• Experience in government or regulated industries highly regarded.

The Details:

• Contract: 4 weeks full-time (with potential to extend for months)

• Start: ASAP (will wait for the right person)

• Location: Melbourne preferred, but open to candidates across Australia

• Work mode: Hybrid or remote

• Hours: 37.5 hours/week (5 days) Will consider 4 days.

How to apply:

• Online applications only (apply here)

• Please assist the process by not calling or emailing

• Only those with the requested experience will be contacted

• You must have full Australian working rights (no working holiday visas)