Service Designer

The Department is building significant digital capability within the Congestion Busting Program. They seek a Service Designer to join a multi-disciplinary team to identify how services being developed can better meet the user needs and help government deliver a policy intent. Given the nature of this transformation, it is important that the Service Designer enables an environment that makes the prescribed services usable, easy and desirable.

A strong focus on researching customer/user behaviour and common responses is critical to creating new processes that aligns user, business and technology needs that will deliver effective digital capability.

Key responsibilities:

• Design the end-to-end journey of services across transactions, products, content and business processes.
• Collaborate with user researchers and stakeholders to form the bigger strategic picture.
• Identify and prototype concepts to transform the service based on user needs.
• Work in an agile manner to deliver design and research activities
• Work to the Service Design and Delivery Process and Digital Service Standard
• Develop effective and inclusive user experiences

Skills & Experience

• Extensive experience in service design for large scale transformations
• Demonstrable experience in solving complex problems based on evidence, analysis and investigation
• Strong track record working in agile and multi-disciplinary teams
• Human Centred Design approach to service delivery
• The ability to communicate effectively with technical and non-technical audiences
• Influencing and guiding decisions with senior stakeholders
• Excellent knowledge and experience in creating quality visual materials, like journey maps, user scenarios and concepts
• Exceptional ability in prototyping concepts to test hypotheses
• Strong understanding of the social and digital context for transformation
• Collaborative team player
• Excellent communicator in both written and verbal form.