Service Designer

We’re after a service designer (or one in the making…)

Our mission is to ‘craft futures that stick’. We’ve come together as a team from a range of backgrounds: in-house, consulting, agency and other walks of life. As STCK, we share a belief in the future and what’s possible if you put people at the centre of decision-making.

We help organisations create or deliver against strategies by moving them from the abstract and into the reality of human experience, drawing on a broad set of skills and expertise from our practices:

• Experience design (From system and service to product)
• Service curation
• Service enablement

The human-centred design approach we apply enables us to make a difference at organisations that need to address complex problems driven by culture, competition and the changing nature of technology and its impact on people. Our clients range from start-ups to scale-ups, large enterprises to not-for-profits, and local, state, and federal government bodies.

We’ve helped organisations reimagine, recreate, and adopt new ways of working to deal with change and transformation in our short existence. Recent examples include:

• Assisting a start-up navigate from idea to market entry
• Supporting a NSW health service to embrace human-centred design into their IT operations
• Shaping a collaborative value framework for a Victorian state government body to help transform a regional economy in the switch from fossil fuels to emerging alternatives
• Pivoting a scale-up company’s core physical, hands-on product experience to a digital one in the wake of lockdown
• Redesigning the service’ front door’ for a state government client to improve how employees accessed services

STCK is small and agile, and we are passionate about empowering our people with a flexible approach to work where we meet your strong sense of self-direction with support for craft development and career growth. We know work isn’t just a ‘place’ anymore, so we get things done through both remote work and in-person catchups (the park, the pub, workshops or onsite with our clients), helping us deliver great work where it makes the most sense to deliver it.

The role

We’re looking for someone with around 5+ years of experience in Design, Transformation, Change, Marketing or IT who has a passion for experience design and has grown their skills through training/learning in the areas of human-centred design, service design or design thinking.

What the work looks like:

1. Supporting (and sometimes driving) the design of systemic interventions in complex, multi-partner ecosystems
2. Creating visual artefacts collaboratively with clients and team members such as stakeholder maps, journey maps, service blueprints, system maps that help create ques for action and change with clarity
3. Engaging stakeholders with multiple senior clients, customer, and partner ecosystems to marshal alignment, excitement, understanding and adoption
4. Demonstrating value to both service users and enablers, and advocating for both
5. Championing our approach while being adaptable in ensuring outcomes are delivered and value is realised
6. Working remotely and on location (in Sydney) to effectively deliver work to the best outcome at whichever ‘location’ is best, as determined by the project’s needs.

What working on a project looks like:

• Support the creation of approaches, plans and commercial considerations for developing business and seeking projects
• Conduct detailed project planning where the approach, supporting activities, outputs and outcomes are defined and created in consultation with stakeholders
• Plan and resource research activities to elicit insights, test ideas and validate understanding
• Effectively conduct research activities individually or in a team, and turn the collected data into insights through synthesis.
• Orchestrate and lead co-creation workshops with clients, partners, and customers to drive the analysis of current services and the design of improved/new services.
• Orchestrate service test sessions using prototyping tools and techniques with users of the intended service and those enabling it
• Support implementation and adoption planning and delivery to place the solution in the real world, helping people to adopt the change and bring the strategy to life

What would help in your suitability (not mandatory):

• Understanding or exposure to large IT functions within the private and government sector
• Experience in collaborating with partner organisations to enable and deliver work
• Experience delivering projects in large or complex organisations
• A pet and/or willingness to be friends with STCK pets (just kidding)