Associate Director - Design

• SNSW Grade 11/12
  

• Location - Haymarket, Gosford, Parramatta
  

• 1 x Ongoing Full-Time

About the Team:
Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, the Digital Services division has successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

We believe that working for Digital Services is not just a job, but a purpose. Joining Service NSW will provide a way for you to serve the people of NSW and better the community.

You will be joining our collaborative and driven team, who thrive in using modern technologies and platforms which are leading the way with Product Management, Extreme Programming (XP), and User-Centred Design to ensure the customer is at the core of everything we do.

About The role:
You will be responsible for leading and maturing the design practice across the division, consisting of design practitioners embedded in cross-functional teams. You'll work to define and drive design strategy and practices that support the business objectives of the organisation, ensuring all people of NSW can find, access and use our products and services.

Alongside the Associate Directors of Product Management, Software Engineering, Architecture and Data, the Associate Director, Design reports to the Director of Digital Capability & Performance.

Your responsibilities will include:

• Proactively introduce and drive key initiatives to improve design practices, capability and skills, informed by experiments and frequent feedback
  

• Helping to establish and improve strategies and operating models across product design, service design and content design to drive coherence and improve effectiveness and efficiency
  

• Providing strategic guidance and design direction / expertise across multiple digital product portfolios, including facilitation and communication to bring teams together
  

• Overseeing recruitment strategies for designers and advising on resources and tools
  

• Driving the design and customer experience vision across touchpoints and channels in alignment with organisational goals
  

• Acting as the spokesperson and advocate for designers to the executive and stakeholders

Who would be a great fit for this role:

• You enjoy and seek out collaboration with other disciplines and practices
  

• Can lead, mentor, and coach designers across multiple teams in a complex enterprise context
  

• Excels at communication and stakeholder management
  

• Fosters relationships through empathy, curiosity, and lateral influence
  

• Is comfortable with ambiguity and iterative approaches, preferring progress over perfection
  

• Can align diverse perspectives using facilitation, data and experimentation

On your first day, you'll have:

• Extensive knowledge and experience in product design and/or related fields
  

• Advanced skills in stakeholder engagement, team leadership and development
  

• Strengths in vision and strategy setting, and cross-functional collaboration
  

• An ability to communicate complex design concepts clearly
  

• Drive and grit to make progress and achieve impact with constrained resources
  

• A balanced, holistic and flexible mindset to design - you're comfortable leading with values and principles and not frameworks
  

Support office roles will be headquartered across McKell, Parramatta and 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.

Salary Service NSW Grade 11/12, with the base salary for this role starting at $157,569 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Lauren Johnson via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Monday 14th April 2025 at 9:59am

To be considered, please submit your Resume and a 2 - page Cover Letter outlining your suitability for the role.

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

For more information, please visit

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