Senior Service Designer

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 delight them.   

You will enjoy conducting extensive research and facilitating workshops with staff, business partners, non-government agencies, and customers to understand their experiences.  This role will be integral in ensuring that insights are translated into action through playing a key role in seeing concepts transition through to delivery.    

Key responsibilities

• Evaluating, estimating and scoping the design approach to inform the best methodology to solving problems
  
• Nurturing and upskilling Human-Centred Design (HCD) skills within and across teams
  
• Leading service design activities, challenging established thinking, and developing new approaches to complex design problems
  
• Contributing to project through design, delivery and implementation of service improvements by utilising and sharing best practice design methods, coaching others, undertaking research and translating user stories, proposing design approaches or services to meet strategic business needs, developing and delivering user testing sessions and facilitating workshops  

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, industry comparisons and prototyping
  
• The ability to work collaboratively with diverse and senior stakeholders, to influence and deliver enhanced customer outcomes
  
• Excellent stakeholder engagement and communication skills required to communicate with various audience groups through written documentation, presentations and workshop facilitation
  
• The ability to partner closely with digital and business teams to co-design feasible, practical and cost-effective solutions to identified problems
  
• Experience in a project delivery environment