Service Designer

Annex is looking for a talented and experienced Service Designer to join our team.

In this position, you’ll be working in a multidisciplinary environment on a range of projects to design and deliver meaningful and impactful digital services. The role requires the successful applicant to have a solid experience in Service Design methods, including workshop facilitation and research.

You’ll drive the discovery processes and engage with users and key stakeholders in the design of services, while creating storytelling artefacts that demonstrate future service experiences and inform requirements that support solution design and delivery.

This is a unique opportunity to be a part of our growing design practice and contribute to our great culture and established design and development practices.

We have flexible working arrangements and a competitive salary package in line with your experience.

It’s ok if you don’t meet all of the criteria, we’re not looking for a unicorn, and we encourage diversity in our candidate’s experience. We encourage you to apply if you’re interested and would love to hear how you can enhance our team with the unique experiences you bring.

Is this you?

• An experienced Service Design practitioner, with 3+ years experience helping clients design and deliver transformative digital solutions.
• Hands-on experience with all parts of the service design process including:
• Project and workshop design and planning.
• Journey mapping and service blueprints, opportunity identification, and stakeholder engagement.
• Concept ideation and leading others to create and validate concepts through appropriate methods such as prototyping and user testing.
• Experience designing and conducting user research and testing activities.
• Experience designing and conducting suitable discovery activities with business stakeholders.
• Strong ability to synthesise data (qualitative and quantitative) and communicate themes, insights, and recommendations in a clear and concise way.
• Ability to influence stakeholders and provide the information they need to make service/product decisions within realistic timeframes.
• Experience in digital and/or omni-channel service design.
• Able to adapt to feedback and iterate service solutions within an agile environment.
• Excellent written and verbal communication skills for different audience types, including executive stakeholders.
• Experience working in ways that meet the DTA’s Digital Service Standard.

What you bring to the table:

• You work transparently and collaboratively in a multi-disciplinary team.
• You share your plans before starting work, share insights and the progress of your work and involve the whole team in the service design journey.
• You’re comfortable with ambiguity and approach problem-solving collaboratively and in an outcomes-focused way.
• You establish trusted relationships with your team and clients, and are confident communicating with, and influencing stakeholders at all levels.
• You can guide, empower and mentor others to assist with Service-design-related activities in real-world delivery.
• You take an evidence-based approach to problem-solving and actively engage with users and stakeholders to gather insights and shape service solutions.
• You articulate ‘why’ in a way that all stakeholders understand, and guide discussions around potential solutions and/or recommendations that result in an agreed direction.
• You understand and are passionate about improving customer and/or citizen experience outcomes.
• You’re organised,responsible and have great time management skills in support of your team and client needs.
• You use your solid understanding of Agile, Lean, and Design Thinking principles in your work.
• You build and contribute to the culture by supporting other team members and sharing knowledge.
• You understand the DTA’s Service Design and Delivery Process, and can follow this process as needed.

Some important stuff:

• You’re an Australian Citizen, with an Australian government security clearance.
• You can provide evidence of 3+ years of experience designing digital services.
• You have tertiary qualifications in design or other related fields such as Psychology or Business.

Nice to have

Ability to:

• Design, validate and deliver information architecture within a delivery team.
• Design, validate and deliver content strategy and content design within a delivery team.
• Design, validate and deliver UX/UI design within a delivery team.
• Do business analysis within a delivery team.