JOB.TITLE Full-Time (35hpw) Permanent Opportunity Salary Range $167,165 - $201,105pa + super Sydney City, Parramatta or Gosford with hybrid working arrangements (1-2 office days) About the team The Customer Account Team sits at the heart of the Service NSW digital experience. We own and evolve the authenticated web experience: the space where millions of NSW residents manage their relationship with government. We are a multidisciplinary product team spanning design, product and engineering. Our culture is collaborative and outcome-focused, with a genuine commitment to craft and quality. We value people who ask hard questions, take ownership, and care about getting things right for the customer. Design has a strong voice in our team, and there is real appetite to push the work further. Joining the Customer Account Team means working on one of the most strategically important parts of the Service NSW platform, with the scope to shape how millions of people experience government services online, backed by a team that is invested in doing that well. About the role The Customer Account Team's work sits within a broader portfolio focused on delivering omnichannel experiences that are consistent, accessible and safe. Key priorities over the next 12 months include achieving parity between the web and app experience, improving customer experience across authenticated journeys, embedding Safety by Design principles, and ensuring our digital services meet accessibility standards. Key responsibilities Leading end-to-end design across authenticated customer journeys and account management experiences Partnering with product managers and engineers to shape product strategy and delivery Conducting and synthesising user research to inform design decisions and influence prioritisation Translating complex service and platform needs into clear, scalable design solutions Advocating for accessibility, inclusion and Safety by Design across all touchpoints Contributing to the development and maintenance of the Service NSW GEL and broader design framework to ensure consistency Staying current with industry trends and collaborating with experts in the AI/ML space to design innovative, technically-informed experiences Managing, coaching and mentoring a team of three designers, supporting their growth and confidence Collaborating with stakeholders and other principals across the Digital Services portfolio Contributing to and continuously improving design practices, tools and ways of working Help define and communicate a clear experience vision across web and app touchpoints Embed strong, evidence-led and inclusive design practices Influence prioritisation and product decisions through customer insight Ability to confidently present, facilitate discussions, and engage with stakeholders and senior leaders, as well as occasional collaboration with teams based across different locations within NSW. About you You are a senior design leader who thrives on uncovering the real problems worth solving and defining meaningful measures of success across systems, platforms, and services—not just individual screens or channels. You’re comfortable working through complexity and ambiguity, and you bring a clear, well‑considered perspective on how design and technology come together to create better outcomes. You’re a highly experienced practitioner who stays close to the craft, with the credibility and confidence to lead through influence and shape both team and portfolio strategy. You balance people leadership with hands‑on design work, investing in the growth of others while maintaining your own practice. You’re self‑directed and trusted to manage your workload, driven by a desire to create clarity and consistency for customers. You lead with empathy and influence, empower others to produce their best work, and actively foster a culture of openness, care, and continuous improvement. To be successful in the role you will demonstrate: Extensive experience in product, service or platform design within complex environments Proven ability to design accessible and inclusive digital services (WCAG) Experience in web, responsive design and mobile, with a strong understanding of how experiences translate across platforms and devices Experience using research, data and insight to influence strategy and prioritisation Strong collaboration skills across product, engineering and content disciplines Demonstrated experience managing and developing senior designers, with the ability to lead, challenge and grow high-calibre practitioners Deep expertise in design systems, including the technical knowledge and hands-on capability to architect and build one from the ground up. While this is not a core requirement of the day-to-day role, a strong foundational understanding is essential to inform design decisions and contribute meaningfully to the broader design ecosystem Essential Requirements To be considered for roles in the NSW public sector, applicants must: Be NSW residents or in the process of relocating to NSW Hold appropriate working rights for the type of employment offered Why join Service NSW? You’ll be part of an organisation that: Delivers services that genuinely impact millions of people Invests in modern technology, ways of working and professional growth Supports flexible, hybrid working and inclusive practices Values collaboration, purpose and continuous improvement If you’re motivated by scale, complexity, and the opportunity to shape meaningful digital outcomes, we’d love to hear from you! How to apply Please submit your resume and cover letter as a single document . Your application should highlight your skills, experience, and why you're the perfect fit for this role. Please also attach a summary of your portfolio showcasing your design work Our recruitment process Our recruitment and assessment process is merit based. For this recruitment we will be conducting a minimum of three interview and assessment stages that form a comparative process. This will include: 1. Phone Screen 2. Panel behavioural interview 3. Work Task 4. Cognitive Assessment 5. Reference checks Support office roles will be headquartered across McKell, Parramatta or Gosford . We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required. At the point an employee is notified of our intention to assign them to a role, the relevant leader will discuss headquarter options.