Lead BA/Service Designer

Are you ready to design AI solutions that actually save lives and transform frontline operations?

The Opportunity:
We are partnering with one of Australia’s largest and most respected mission-driven human services networks to find a Lead BA / Service Designer for a high-profile, 12-month AI Programme.
You will be leading the end-to-end service design for an innovative AI pilot across multiple physical care facilities. 

Your goal? To seamlessly integrate AI into the physical environment to drastically reduce staff turnover and optimize service delivery.

The Mission:
Working directly alongside the National Executive for Data & AI.
Your first 6 months will be dedicated to pilot learnings.
You will map the “front-stage” human workflows and “back-stage” data processes, co-design solutions with the users on the floor, and manage AI edge-cases to ensure frontline staff successfully adopt the technology.
The next 6 months will involve translating these service models into a fully funded, multi-year transformation roadmap.

What you’ll be doing:

• Creating comprehensive service blueprints, user journey maps, and target-state workflows.
• Facilitating co-design workshops with operational, funding, and technical subject matter experts.
• Shadowing users on the floor to design target-state models that safely integrate AI into existing, high-stress human workflows.
• Owning the requirements traceability matrix, RAID logs, and governance assessments.
• Evaluating pilot outcomes to re-sequence the backlog and build business cases for scaling.

What you’ll bring to the team:

• Solid Business Analysis and Service Design experience, ideally within complex, highly regulated, or human-centric environments.
• True systems thinking—you know how to map the intersection of people, physical spaces, and technology, not just software interfaces.
• Experience with AI operating models (managing edge-cases, continuous feedback loops, human-in-the-loop).
• Exceptional stakeholder management skills with the charisma to co-design with and win over stressed frontline teams.

What else is offered:

• A highly competitive remuneration package.
• Hybrid working model in Melbourne, VIC.
• The chance to do deeply ethical, purpose-driven work in an organization that champions compassion, equity, and excellence.

What’s next:
If you are a systems-thinking Service Designer / BA ready to pioneer AI in a highly impactful sector, apply now for a confidential discussion.  Can’t wait to speak with you!