Senior Service Designer

Senior Service Designer, Ongoing, locations are flexible across NSW with hybrid working

An exciting opportunity has arisen for a Senior CX Service Designer to join the Customer Experience team within Revenue NSW.
You will be part of a team delivering human-centered design projects to help us become the world’s most customer-centric government.  You will play an important role in leading projects to build insight around our customers’ needs and design strategies and services to meet them.

You will enjoy conducting extensive customer research and facilitating workshops with various staff and customer groups (internal and external) to understand their current journey.

Some of the key responsibilities include: 

• Evaluating, estimating and scoping the design approach to inform the best methodology to solving problems
• Nurturing and upskilling HCD skills within and across teams
• Leading service design activities, challenging established thinking, and developing new approaches to complex design problems
• Supporting the implementation of service improvements by sharing best practice, coaching others, translating user stories, proposing design approaches or services to meet strategic business needs, developing and delivering user testing sessions and facilitating workshops to build capability

To be successful in this role you will demonstrate:   

• Experience of transforming customer experiences through the application of Human-Centred Design (HCD)
• Proven talent applying CX/UX/Service design tools, such as customer experience research, customer interviews, insight synthesis, persona creation, user experience research, analysis, market comparisons and prototyping
• The ability to partner closely with digital and business teams to co-design feasible, practical and cost-effective solutions to identified problems
• Excellent stakeholder engagement and communication skills required to communicate with various audience groups through written documentation, presentations and workshop facilitation
• The ability to work collaboratively with diverse and senior stakeholders, to influence and deliver enhanced customer outcomes