Senior Service Designer

About the Role│Read about the role

The Senior Service Designer is responsible for providing subject matter expertise in service design to enable our team to design the services required to support the administration of the forestry aspects of the Emissions Trading Scheme (ETS) with a participant-centered mindset.

The Forestry ETS Transformation Programme is responsible for designing the services required to support the administration of the forestry aspects of the ETS, including implementing the changes from recently amended legislation and regulations. The Programme has been established to identify a solution that covers both business requirements and technology needs.

You will guide our team and in particular our Product Owner in the design of services that are easy for our participants to use, by putting them at the centre and helping them do the tasks they need to do. Translating customer insights into real-world actions will be your bread and butter, whilst understanding there is a balance to achieve with customer ideals and what our organisation can deliver within regulatory constraints.

This role will work closely with our Engagement Advisor, ETS forestry participants, forestry consultants , the Environmental Protection Authority and internal parties to understand our participants end-to-end journey and lead the design, testing and delivery of a seamless and engaging experience.

This role is fixed term to 30 June 2023.

About You│Mōu

You’re passionate about supporting organisations to deliver products with a customer-centric approach. As such, you’ll come to us with a background in service design and experience in a regulatory environment, influencing and encouraging greater collaboration with our participants to understand barriers to compliance and reduce participant effort.

Your ability to establish and maintain effective working relationships with a wide variety of people and work in a collaborative manner to succeed, will not go unnoticed. Excellent conceptual, analytical skills and systems thinking ability, coupled with your ability to deal comfortably with ambiguity and complexity, will also be key to your success. You’re someone who thrives on interviewing a wide range of people, demonstrating active listening skills, to get to the heart of the matter.

Alongside this you’ll bring:

• Experience in service design, co-design, design-thinking or any methodologies that are centred about around solving problems for customers
• Design expertise utilisingtechniques appropriate to the given situation, including customer research (ethnographic, qualitative, quantitative), empathy interviewing, journey mapping, prototyping, and testing
• Experience supporting the growth of team credibility through effective influencing of key internal and external audiences
• Domain expertise to lead and manage your work from insights and problems to solutions and delivery
• Experience facilitating, presenting, training, coaching and mentoring in service design
• A strong track record of delivering results including planning and organising work, managing execution, and reporting progress
• A sound understanding of how a Government agency functions, designing services in a regulatory environment and what ingredients are key to drive strong organisational performance