CX Design Facilitator
- University of New South Wales
- Australia, NSW
- Jul 22, 2026
Job Description:
- Employment Type: Full-time (35 hours per week)
- Duration: Fixed-term contract for 1.5 years
- Remuneration: $127351-$143489 + 17% super + leave loading
- Location: UNSW Kensington Campus
- Hybrid: 2 Days on Campus, and a 3rd day as needed
About UNSW:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.
Why Your Role Matters:
Are you passionate about designing better customer experiences and enabling teams to think differently? As the CX Design Facilitator within the UNSW IT Innovation Accelerator Program, you will play a pivotal role in building a culture of innovation across the University.
Working collaboratively with stakeholders across Faculties, divisions, and delivery teams, you will design and facilitate workshops, coaching sessions, and innovation programs that empower people to apply customer-centred design, service design, and design thinking methodologies to solve complex organisational challenges. You will help teams identify opportunities to improve customer experiences, enhance operational efficiency, and develop innovative solutions aligned with UNSW's strategic objectives.
As a trusted facilitator and coach, you will guide cross-functional teams through innovation activities including ideation, prototyping, pilot initiatives, and capability uplift. Your expertise will help embed innovation practices into everyday ways of working while fostering experimentation, collaboration, and continuous learning across UNSW IT. This is an exciting opportunity to influence organisational change, strengthen innovation capability, and make a lasting impact on how the University designs and delivers services for its students, staff, and broader community
Responsibilities Summary:
- Design and facilitate engaging workshops, training sessions, and innovation programs that embed CX Design, service design, and design thinking practices across UNSW IT.
- Partner with stakeholders across Faculties, divisions, and delivery teams to identify opportunities to improve customer experience, service effectiveness, and operational efficiency.
- Coach individuals and teams in applying innovation frameworks and customer-centred design methodologies to solve complex business challenges.
- Support the design, facilitation, evaluation, and delivery of prototypes, proof of concepts, and pilot initiatives.
- Collaborate with Innovation Enablement leaders, Service Designers, and Innovation Coaches to align innovation activities with strategic priorities.
- Guide cross-functional teams in incorporating customer insights and user-centred design principles into products, services, and business processes.
- Develop and monitor innovation metrics and KPIs to measure the effectiveness and impact of workshops, coaching, and capability uplift initiatives.
- Champion innovation by sharing best practices, success stories, and lessons learned while promoting a culture of continuous improvement.
- Act as a change agent by supporting the adoption of new approaches, behaviours, and ways of working across the organisation.
- Build and maintain strong relationships with diverse stakeholders to drive collaboration and successful innovation outcomes.
Demonstrate UNSW's Code of Conduct and Values while ensuring health and safety responsibilities are met
For more information regarding the responsibilities for this role, please refer to the Position Description at JOBS@UNSW.
Skills and Experience Summary:
- Tertiary qualifications in a relevant discipline, or an equivalent combination of education, training, and professional experience.
- Significant experience in CX Design, service design, innovation facilitation, capability development, or innovation coaching within complex organisations.
- Demonstrated expertise facilitating workshops, strategic discussions, design thinking sessions, and collaborative innovation initiatives with diverse stakeholder groups.
- Proven ability to coach individuals and teams to deliver innovative product, service, and process outcomes using customer-centred design approaches.
- Strong experience applying CX Design, service design, design thinking, and Agile methodologies to address complex organisational challenges.
- Outstanding communication, facilitation, consultation, and stakeholder engagement skills, with the ability to influence and build trusted relationships across all organisational levels.
- Strong organisational, planning, and project coordination skills, with the ability to manage multiple priorities and deliver outcomes across concurrent initiatives.
- Experience developing innovation frameworks, capability uplift programs, performance measures, or organisational improvement initiatives.
- Demonstrated ability to lead organisational change and foster a culture of innovation, experimentation, and continuous improvement.
- An understanding of and commitment to UNSW's aims, objectives, values, and relevant policies and guidelines.
- Knowledge of health and safety responsibilities (psychosocial and physical) and commitment to maintaining a safe workplace.
Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:
- Career development opportunities
- 17% Superannuation contributions and additional leave loading payments
- Additional 3 days of leave over Christmas period
- Discounts and entitlements (retail, education, fitness)
How to Apply: Submit your CV along with a cover letter addressing your suitability for the role via the application portal before 11:30pm on the 5th of August, Wednesday 2026.
A copy of the Position Description can be found on JOBS@UNSW.
For queries regarding the recruitment process, contact Ayla Kamal, Talent Acquisition Partner, UNSW: [email protected]
*Applications sent via email will not be accepted, please apply via the application portal.
Pre-Employment Checks
As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.
UNSW is committed to evolving a culture that embraces equity and supports a diverse and inclusive community where everyone can participate fairly, in a safe and respectful environment. We welcome candidates from all backgrounds and encourage applications from people of diverse gender, sexual orientation, cultural and linguistic backgrounds, Aboriginal and Torres Strait Islander background, people with disability and those with caring and family responsibilities. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.
The University reserves the right not to proceed with any appointment.
At UNSW, we take pride in the broad range and high quality of our teaching programs. Our teaching gains strength and currency from our research activities, strong industry links and our international nature; UNSW has strong regional...
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Job Description:
- Employment Type: Full-time (35 hours per week)
- Duration: Fixed-term contract for 1.5 years
- Remuneration: $127351-$143489 + 17% super + leave loading
- Location: UNSW Kensington Campus
- Hybrid: 2 Days on Campus, and a 3rd day as needed
About UNSW:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.
Why Your Role Matters:
Are you passionate about designing better customer experiences and enabling teams to think differently? As the CX Design Facilitator within the UNSW IT Innovation Accelerator Program, you will play a pivotal role in building a culture of innovation across the University.
Working collaboratively with stakeholders across Faculties, divisions, and delivery teams, you will design and facilitate workshops, coaching sessions, and innovation programs that empower people to apply customer-centred design, service design, and design thinking methodologies to solve complex organisational challenges. You will help teams identify opportunities to improve customer experiences, enhance operational efficiency, and develop innovative solutions aligned with UNSW's strategic objectives.
As a trusted facilitator and coach, you will guide cross-functional teams through innovation activities including ideation, prototyping, pilot initiatives, and capability uplift. Your expertise will help embed innovation practices into everyday ways of working while fostering experimentation, collaboration, and continuous learning across UNSW IT. This is an exciting opportunity to influence organisational change, strengthen innovation capability, and make a lasting impact on how the University designs and delivers services for its students, staff, and broader community
Responsibilities Summary:
- Design and facilitate engaging workshops, training sessions, and innovation programs that embed CX Design, service design, and design thinking practices across UNSW IT.
- Partner with stakeholders across Faculties, divisions, and delivery teams to identify opportunities to improve customer experience, service effectiveness, and operational efficiency.
- Coach individuals and teams in applying innovation frameworks and customer-centred design methodologies to solve complex business challenges.
- Support the design, facilitation, evaluation, and delivery of prototypes, proof of concepts, and pilot initiatives.
- Collaborate with Innovation Enablement leaders, Service Designers, and Innovation Coaches to align innovation activities with strategic priorities.
- Guide cross-functional teams in incorporating customer insights and user-centred design principles into products, services, and business processes.
- Develop and monitor innovation metrics and KPIs to measure the effectiveness and impact of workshops, coaching, and capability uplift initiatives.
- Champion innovation by sharing best practices, success stories, and lessons learned while promoting a culture of continuous improvement.
- Act as a change agent by supporting the adoption of new approaches, behaviours, and ways of working across the organisation.
- Build and maintain strong relationships with diverse stakeholders to drive collaboration and successful innovation outcomes.
Demonstrate UNSW's Code of Conduct and Values while ensuring health and safety responsibilities are met
For more information regarding the responsibilities for this role, please refer to the Position Description at JOBS@UNSW.
Skills and Experience Summary:
- Tertiary qualifications in a relevant discipline, or an equivalent combination of education, training, and professional experience.
- Significant experience in CX Design, service design, innovation facilitation, capability development, or innovation coaching within complex organisations.
- Demonstrated expertise facilitating workshops, strategic discussions, design thinking sessions, and collaborative innovation initiatives with diverse stakeholder groups.
- Proven ability to coach individuals and teams to deliver innovative product, service, and process outcomes using customer-centred design approaches.
- Strong experience applying CX Design, service design, design thinking, and Agile methodologies to address complex organisational challenges.
- Outstanding communication, facilitation, consultation, and stakeholder engagement skills, with the ability to influence and build trusted relationships across all organisational levels.
- Strong organisational, planning, and project coordination skills, with the ability to manage multiple priorities and deliver outcomes across concurrent initiatives.
- Experience developing innovation frameworks, capability uplift programs, performance measures, or organisational improvement initiatives.
- Demonstrated ability to lead organisational change and foster a culture of innovation, experimentation, and continuous improvement.
- An understanding of and commitment to UNSW's aims, objectives, values, and relevant policies and guidelines.
- Knowledge of health and safety responsibilities (psychosocial and physical) and commitment to maintaining a safe workplace.
Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:
- Career development opportunities
- 17% Superannuation contributions and additional leave loading payments
- Additional 3 days of leave over Christmas period
- Discounts and entitlements (retail, education, fitness)
How to Apply: Submit your CV along with a cover letter addressing your suitability for the role via the application portal before 11:30pm on the 5th of August, Wednesday 2026.
A copy of the Position Description can be found on JOBS@UNSW.
For queries regarding the recruitment process, contact Ayla Kamal, Talent Acquisition Partner, UNSW: [email protected]
*Applications sent via email will not be accepted, please apply via the application portal.
Pre-Employment Checks
As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.
UNSW is committed to evolving a culture that embraces equity and supports a diverse and inclusive community where everyone can participate fairly, in a safe and respectful environment. We welcome candidates from all backgrounds and encourage applications from people of diverse gender, sexual orientation, cultural and linguistic backgrounds, Aboriginal and Torres Strait Islander background, people with disability and those with caring and family responsibilities. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.
The University reserves the right not to proceed with any appointment.
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