Principal Product Designer
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Full-Time (35hpw) Permanent Opportunity
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Salary Range $167,165 - $201,105pa + super
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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
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Leading end-to-end design across authenticated customer journeys and account management experiences
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Partnering with product managers and engineers to shape product strategy and delivery
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Conducting and synthesising user research to inform design decisions and influence prioritisation
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Translating complex service and platform needs into clear, scalable design solutions
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Advocating for accessibility, inclusion and Safety by Design across all touchpoints
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Contributing to the development and maintenance of the Service NSW GEL and broader design framework to ensure consistency
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Staying current with industry trends and collaborating with experts in the AI/ML space to design innovative, technically-informed experiences
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Managing, coaching and mentoring a team of three designers, supporting their growth and confidence
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Collaborating with stakeholders and other principals across the Digital Services portfolio
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Contributing to and continuously improving design practices, tools and ways of working
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Help define and communicate a clear experience vision across web and app touchpoints
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Embed strong, evidence-led and inclusive design practices
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Influence prioritisation and product decisions through customer insight
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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:
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Extensive experience in product, service or platform design within complex environments
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Proven ability to design accessible and inclusive digital services (WCAG)
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Experience in web, responsive design and mobile, with a strong understanding of how experiences translate across platforms and devices
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Experience using research, data and insight to influence strategy and prioritisation
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Strong collaboration skills across product, engineering and content disciplines
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Demonstrated experience managing and developing senior designers, with the ability to lead, challenge and grow high-calibre practitioners
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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:
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Be NSW residents or in the process of relocating to NSW
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Hold appropriate working rights for the type of employment offered
Why join Service NSW?
You’ll be part of an organisation that:
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Delivers services that genuinely impact millions of people
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Invests in modern technology, ways of working and professional growth
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Supports flexible, hybrid working and inclusive practices
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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.
Further Information
Salary Grade 11/12, with the base salary for this role starting at $167165 base plus superannuation
For enquiries relating to recruitment please contact Bec Conquest 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: 10am, Thursday 2nd July 2026
A talent pool may be created as part of this recruitment process and will be valid for 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar 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
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
