• 6-Month Full-Time Contract
• Sydney CBD (Pitt Street)
• Hybrid Working

Are you passionate about reimagining services that make a genuine difference to people's lives?

At Uniting, we're looking for a Senior Service Designer who thrives on understanding how services work today—and how they could work better tomorrow. You'll bring curiosity, creativity, and a human-centred mindset to redesign services that improve experiences for our customers, employees, and communities.

This is an opportunity to work on meaningful transformation across one of Australia's largest purpose-led organisations, partnering with diverse teams to create services that are intuitive, effective, and truly customer-centred.

What you'll be doing

You'll lead end-to-end service design initiatives, combining research, insight, and collaboration to solve complex problems. From mapping current and future state processes, customer journeys, and service blueprints to facilitating co-design workshops and testing new ideas, you'll help shape services that deliver better outcomes for everyone who interacts with Uniting.

Working closely with stakeholders across technology, marketing, operations, and service delivery, you'll champion human-centred design and influence customer-first thinking across the organisation.

We're looking for someone who:

• Loves pulling services apart to understand how they work—and redesigning them to work even better.
• Can seamlessly switch between front-stage customer experiences and the behind-the-scenes processes that make them possible.
• Has exceptional process mapping skills and can confidently map current and future state processes, identifying pain points, dependencies, opportunities, and improvements across complex services.
• Is naturally curious and enjoys uncovering customer needs through research and insight.
• Brings strong experience in service design, design thinking, and human-centred design methodologies.
• Is confident facilitating workshops, leading co-design sessions, and bringing diverse stakeholders together.
• Has experience creating customer journeys, service blueprints, personas, and prototypes.
• Is comfortable working with ambiguity, translating complex information into practical solutions.
• Is confident using tools such as Miro, Figma, Sketch, Adobe Creative Suite, or similar, and embraces AI to enhance the way you work.
• Enjoys collaborating, influencing, and challenging thinking in a respectful and constructive way.
• Will be an active member of a supportive team and community of practice.

You'll bring:

• A degree in Service Design, UX, Interaction Design, or a related discipline.
• Demonstrated experience delivering successful service design projects in complex environments.
• Strong research capability across qualitative and quantitative methods.
• Exceptional visual communication, storytelling, and facilitation skills.
• A portfolio that showcases your service design thinking and impact.
• A curiosity for AI and how it might improve services.

Experience working across enterprise-scale organisations or within sectors such as technology, financial services, philanthropy, or other complex service environments will be highly regarded.

Show us how you think

When you apply, please include a link to your portfolio or attach a few examples of service design work you're proud of. We love seeing customer journeys, service blueprints, workshop outputs, prototypes, case studies, or anything that demonstrates your approach to solving complex problems. Confidential or de-identified examples are perfectly fine.

Why Uniting?

At Uniting, our purpose is to inspire people, enliven communities, and confront injustice. Every improvement you help design has the potential to positively impact the lives of the people and communities we support across NSW and the ACT.

You'll also enjoy:

• Hybrid working with a modern Sydney CBD office on Pitt Street.
• A collaborative and highly capable Service Design team where ideas are welcomed.
• Meaningful work with real social impact.
• Salary packaging benefits to increase your take-home pay.
• Access to Fitness Passport and a range of employee wellbeing initiatives.

If you're energised by solving complex service challenges, influencing meaningful change, and creating better experiences through human-centred design, we'd love to hear from you.

For further information, please contact Louise Massie, Senior Talent Acquisition Specialist, at [email protected] using the subject line: Senior Service Designer enquiry via EthicalJobs.

To ensure every application is managed fairly and consistently, all applications must be submitted through our online careers portal. Unfortunately, we aren't able to accept applications sent directly via email.

About Uniting

Uniting NSW & ACT contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services, and spiritual care. We provide care and support for people through all ages and stages of life, with a focus on people experiencing disadvantage and vulnerability. Our purpose is to inspire people, enliven communities, and confront injustice.

Uniting is a Child Safe Organisation committed to promoting the safety, wellbeing, and inclusion of children and young people.

Empowered by diversity

At Uniting, inclusion isn't just something we value—it's how we work. We welcome people from all backgrounds, experiences, and identities, and encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people of all ages, cultural backgrounds, faiths, genders, and sexual orientations.

If you require adjustments to participate in our recruitment process, please let us know.