Service Designer

Responsibilities

The team is seeking multiple Service Designers to design and deliver new experiences and improved outcomes for customers across a wide range of digital solutions.

The Services Designers will be responsible for driving a human-centric and holistic approach to service delivery; helping to design and guide solutions to support multiple, multi-year projects that cut across different program areas. Work includes transformation of the government’s Skills and Training programs and upliftment of the Education’s Schools, Higher Education.

The successful candidates will:

• Having relevant work experience to deliver design and research activities and a range of industry artefacts including service blueprints.
• Have strong interpersonal skills with the ability to exercise initiative and sound judgement.
• Work within set timeframes and have demonstrated success in tailoring design activities to practical timeboxes.
• Successfully, within an interdisciplinary design team to plan, visualise and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design.
• Use design research techniques and service design methodologies to mould the experience, services, systems and brands that the end-users live through products alongside clients and project stakeholders.
• Be able to handle projects at every stage of the lifecycle from the initial assessment and research phase to the final delivery.
• Leading and planning end-to-end service design engagements
• Working as part of a multidisciplinary team and be able to communicate effectively and manage relationships with a range of internal and external stakeholders, including IT delivery team members, Product Owners, policy experts and executives.
• Working with data and qualitative insights to design solutions.
• Understanding and articulating how services need to change to meet the needs of users, business and government, including the creation of service blueprints.
• Defining and communicating customer and business needs.
• Working with other designers and enterprise architects to identify opportunities to reuse existing capabilities and platforms, including identifying the dependencies between projects and products.
• Planning and running user research and usability tests to ensure newly designed solutions are effective.
• Supporting IT delivery teams to understand what they need to build to take a service live.
• Supporting Product Owners to translate a service blueprint into work packages for delivery teams.

Required skills

• Demonstrated experience in leading stakeholders and project teams to generate journey maps, service blueprints, service models, and clearly articulate actionable insights and opportunities for service and experience improvement.
• Demonstrated ability overseeing and participating in research activities, generating insights and effectively using qualitative and quantitative data to drive improvements.
• Demonstrated experience working in an Agile team, including the ability to scope and break down work into design deliverables, and tailor methods and processes to set timeboxes.
• Demonstrated experience using Miro, Figma, Microsoft PowerPoint and other design software to communicate designs for executive and delivery teams.

Desirable

• Experience working for a Public sector agency in a design capacity.
• Versatility across a wide range of user experience practices, including user research, stakeholder engagement, information architecture, interaction design, UI/visual design, prototyping and testing.