Job Overview & Organization Mission

Transform national digital service delivery for myGov, Medicare, and Centrelink, creating accessible, human-centred citizen experiences for all Australians.

Services Australia is seeking an experienced Senior Director of Digital Service Design & Citizen Experience (APS Executive Level 2) to join our Transformation and Digital Delivery group in Canberra. You will lead the strategic service design for Australia’s flagship digital gateway, myGov, ensuring digital services are simple, accessible, trauma-informed, and seamlessly integrated across all government agencies.

As a key member of the team at Services Australia in Canberra, ACT, you will play a central role in driving excellence, upholding top-tier Australian industry standards, and contributing directly to the strategic milestones of one of the nation’s premier employers.

Key Duties & Core Responsibilities

In this critical role, your operational duties and key performance responsibilities will encompass:

• Direct the: Direct the human-centred service design strategy across digital self-service channels serving over 20 million citizens.
• Champion digital: Champion digital accessibility (WCAG 2.2 AAA), inclusive design, and plain language across digital claim flows.
• Oversee qualitative: Oversee qualitative user research, usability testing labs, and quantitative customer journey behavioral analytics.
• Partner with: Partner with cloud architects and agile software engineering delivery branches to translate citizen needs into production code.
• Brief Commonwealth: Brief Commonwealth Department Secretaries, Ministerial advisors, and parliamentary inquiries on digital service metrics.

Required Qualifications, Licenses & Experience

To be successful in this position at Services Australia, candidates are expected to satisfy the following essential selection criteria:

• Mandatory Qualification: Degree in Human-Centred Design, Digital Transformation, Business Information Systems, or Psychology.
• Relevant Experience: Minimum 8+ Years of verified industry experience in Australia or recognized overseas equivalence.
• 8+ years of digital service design, user experience (UX) leadership, or large-scale digital transformation experience.
• Demonstrated success designing complex, accessible public or private sector consumer platforms.
• Australian Citizenship with ability to obtain and maintain Australian Government Baseline / NV1 security clearance.
• Degree in Human-Computer Interaction, Design, Information Systems, or related field.

Core Competencies & Key Technical Proficiencies

The successful applicant will possess demonstrated capabilities across the following domain skill sets:

Salary, Compensation & Employee Benefits

At Services Australia, we understand that our people drive our achievements. An outstanding remuneration and wellbeing package is provided in line with Australian benchmarks:

• Competitive Remuneration: AU$175,000 – AU$215,000 per year + standard Australian Superannuation (11.5%).
• Executive package ($175,000 – $215,000) + 15.4% APS superannuation.
• Greenway Canberra location with flexible hybrid working arrangements.
• Highest-impact design role in Australia directly improving the lives of millions of citizens.
• Leave Entitlements: 4 weeks annual leave (with 17.5% annual leave loading where applicable) plus 10 days paid personal/carer’s leave.
• Flexible Work: Progressive work-life balance options with supportive corporate culture and leadership development pathways.

About the Employer: Services Australia

Services Australia delivers government payments and services (Medicare, Centrelink, Child Support) to almost every Australian.

Services Australia is deeply committed to building diverse, equitable, and culturally inclusive work environments. We proudly celebrate diversity and welcome applications from all qualified individuals including First Nations Australians, people with disabilities, and candidates from culturally and linguistically diverse backgrounds.

Application Process & Next Steps

Applications for this position are currently open and being reviewed on a rolling basis. Suitable candidates are encouraged to apply as early as possible before the published closing date.

Please prepare an updated Curriculum Vitae (CV) and a tailored Cover Letter highlighting your relevant experience against the key selection criteria outlined above.

To proceed with your application, click the Apply on Employer Site button to access the official Services Australia careers gateway.