Service Designer

About the role

We are looking for a Service Designer to join our diverse and collaborative team.

You’ll join a flexible, progressive company with a flat org structure and vibrant team culture.

We are a strong, experienced, and supportive team and you will gain exposure to a broad range of exciting work.

Location

The role is based in ACT, NSW and VIC offering flexible remote work policies.

Role Type

This is a full-time permanent or contract opportunity with ongoing extensions.

Role & Responsibilities:

• Have experience working in Agile and, ideally, experience with the Commonwealth Digital Service Standard; including 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
• Defining key metrics and measurements for the department to evaluate impact, supporting executive to use this data to iterate what we deliver

Skills & Experience required:

• 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