Principal Service Designer

As part of the Department of Customer Service’s (DCS) commitment to provide a great customer experience whenever citizens interact with the NSW Government, Government Technology Platforms (GTP) focuses on understanding customer needs using a human centred design approach. This role works closely with DCS stakeholders to assess the fit of a portfolio of products and services to provide end-to-end customer experience solutions. Working in support of agile delivery in programs of work, this role is responsible for leading and managing the User Experience team to design and deliver exceptional customer experience to support project objectives.

To be successful in this role you will demonstrate:

·    A deep understanding of design thinking principals and experience working with agile methodologies.

·    A portfolio of work that includes samples from all areas of service design (customer journey maps, wireframes, prototypes etc.)

·    Passion for digital and the possibilities it brings for clients.

·    The ability to thrive in an agile environment.

·    Excellent verbal and written communication skills.

·    The ability to communicate honestly, openly and are focussed on exceeding client expectations.

·    Able to work well independently with clients, as a project lead or as an individual team member.

·    Demonstrated extensive experience in user experience design or related field.

·    The ability to work under high pressure and tight timeframes.

·    An understanding of human and technical systems and how they may be designed for success.

·    A degree in design related discipline is preferred.

·    Plus, basic business analyst and consulting skill, including engaging business clients and capturing requirements, identifying gaps and collecting information.