PRINCIPAL ADVISOR – SERVICE DESIGN
Help redesign how Council services are experienced
Circular Head Council is looking for a strategic and practical Principal Advisor – Service Design to improve the way Infrastructure and Development Services (IDS) works for our community. This is a high-impact role for someone who can connect systems, people and processes to create clearer, smoother and more customer-focused services.
Shape better services for our community
You will help redesign customer journeys, improve internal processes, strengthen cross-directorate coordination, and make services easier to access, understand and navigate. If you enjoy turning complexity into practical improvement, this role offers the chance to leave a visible mark.
Located in Tasmania’s far north west, Circular Head is known for its spectacular coastline, productive rural industries and strong sense of community. We are ambitious about delivering better services and better experiences, and we are looking for someone who can help drive that change.
About the role
The Principal Advisor – Service Design is a strategic role focused on improving how IDS delivers services to the community and works across Council.
You will lead initiatives that strengthen customer experience, streamline service delivery, improve information pathways, and support better integration between IDS and Corporate Services. This role is about making systems, processes and service interfaces work better together so staff can deliver better outcomes and customers can engage with Council more easily.
This is not an operational backlog role and it is not a technical infrastructure role. It is a role for someone who can step back, see the bigger picture, identify where things are not working well, and lead practical improvements that stick.
In this role, you will:
- lead improvements to the IDS customer and community experience, including customer journey design, service resources, digital information and performance monitoring
- identify workflow and system issues, recommend practical improvements, and help embed a culture of continuous improvement
- coordinate cross-directorate integration, working with Corporate Services to align systems, processes and service expectations
- improve how information is structured, accessed, maintained and shared so staff and customers can find what they need more easily
- support governance, audit and service performance by coordinating responses, monitoring outcomes and identifying service improvements
- lead service design and improvement initiatives using systems thinking, structured problem-solving and change leadership
- build strong relationships across IDS, Corporate Services and the wider organisation to resolve issues and improve service outcomes
Why this role is different
This is a chance to work across functions, influence how services are delivered, and help shape a more customer-focused Council. You will work at the intersection of service design, business improvement, governance and customer experience, with scope to make a genuine contribution to how Council operates.
About you
You are a strategic thinker who can move comfortably between big-picture improvement and practical implementation. You understand that good service design is not just about systems, it is about people, clarity and usability.
You bring sound judgement, initiative and influence, and you know how to work across teams to build support for change.
Ideally, you will have:
- qualifications in service design, business improvement, public administration, communications, information management, or equivalent professional experience
- experience in service design, process improvement, customer journeys, systems integration or business improvement
- the ability to analyse service issues, recommend practical solutions and drive change across teams
- strong skills in designing clear, accessible service information and pathways
- experience working in regulatory, infrastructure, public service or local government environments
- strong stakeholder engagement and collaboration skills
- a current driver licence and the ability to obtain a Working with Vulnerable People registration and National Police Check
What we offer
At Circular Head Council, you will be part of an organisation that values equity, connection and excellence. We are committed to delivering quality services that reflect the aspirations of our community, and we are looking for people who want to help make that happen.
Work conditions will be in accordance with the Circular Head Council Enterprise Agreement.
To read the position description, please click here to download.
Salary and Benefits
The successful candidate will earn an attractive salary of $96,540 PLUS super and a range of benefits including:
- Learning and development opportunities.
- Superannuation salary sacrificing.
- RDOs and access to flexible working arrangements
- Work/life balance
- Christmas closure days.
Applications must be received by 9am Monday 27 April 2026.
If you are ready to enhance service delivery, optimise customer experience pathways, and support cross-directorate decision-making through strategic service design and continuous improvement, we encourage you to apply for this opportunity with Circular Head Council.
If you would like to discuss the role, please contact Ella Dixon on 6452 4800 during business hours.