We’re seeking asenior-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)
