Product Designer

• SNSW Grade 7/8 - base salary from $105,986 to $124,957
  

• Location - Haymarket, Parramatta or Gosford
  

• 1 x Temporary Full Time (until Sept 2027)
  

About the Customer Care and Business Bureau (CCBB)

The Customer Care and Business Bureau (CCBB) is a new division within Service NSW, leading how customer care is designed and delivered across the organisation.

Our 2025-2026 Divisional Plan sets our purpose and priorities - bringing together customer care, small business support, disaster response, Aboriginal Service Design and social impact under one mission: to deliver seamless, inclusive and proactive services for the people and businesses of NSW.

We work across government and with communities to design services that are thoughtful, accessible and connected - making it easier for customers to get the support they need, when they need it most.

About the role

As a Product Designer in the Digital business and Customer Care portfolio, you will work at the intersection of digital design, service design and systems thinking to help shape the future of customer care at Service NSW.

You'll collaborate with a Principal Service Designer and multidisciplinary teams to design, test and refine new service models as part of the Future Ready program - exploring how we can deliver more connected, person-centred experiences for people and businesses across NSW.

You'll bring strong visual storytelling skills, and an interest in service design, futures design, systems thinking and co-design. You'll help turn research and insights into engaging concepts, prototypes and stories that bring ideas to life.

Your responsibilities will include:

• Apply a customer-centric approach by supporting end-to-end product design through discovery, framing, iterative development and delivery
  
  

• Collaborate with stakeholders to understand organisational needs and create innovative solutions that ensure alignment between customer expectations and product capability
  
  

• Ensure design is consistent by contributing and adhering to the Service NSW GEL design components and patterns
  
  

• Collaborate with relevant stakeholders to understand product timelines and deliverables to support design delivery
  
  

• Apply inclusive design methodology to create user-friendly products that work for the majority of people and meet accessibility guidelines.
  
  

• Maintain awareness of relevant industry trends, methodology and tools to identify and deliver innovative solutions that optimise outcomes in line with organisational priorities
  
  

• brings a balanced, holistic and flexible mindset to design
  
  

• enjoys working with different disciplines, not just design
  
  

• is comfortable with ambiguity and iterative, incremental work
  
  

• is endlessly curious about design, research and learning
  
  

• helps their team challenge mindsets and improve processes
  
  

• has experience with UX and UI design tools such as Figma, to ensure recommendations can be made within the scope of design systems and delivery.
  
  

• understands accessibility requirements for design, including the WCAG guidelines.
  
  

• can conduct customer research, journey mapping, ideation, prototyping, and test solutions.
  
  

• and is curious, collaborative and motivated to create services that make a real difference for the people of NSW.
  
  

On your first day, you'll bring experience:

• working in lean environments, helping to deliver great customer experiences and journeys
  
  

• collaborating effectively to get things done and proactively communicate problems
  
  

• helping your team to break down complex problems into actionable steps
  
  

• contributing to more than just design, having started to think strategically and work effectively with others.
  
  

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.



To be considered, please apply online with your Resume and a 2 page Cover Letter outlining your suitability for the role.




Salary Service NSW Grade 7/8, with the base salary for this role starting at $105,986 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: Tuesday 27th January 2026 at 9:59am

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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