Service Designer

The Role

What we are looking for…

We are excited to announce an opening for a Service Designer in our newly formed Service Design Team, part of our Change Service. This role is crucial in driving customer satisfaction through designing services that are not only customer-centric but also streamline costs and deliver tangible business benefits.

As a Service Designer, you will be instrumental in crafting the end-to-end service journey to enhance the user experience across local government services. Your role will involve the creation of, or changes to a transaction, product, end-to-end processes, or a single piece of content stretches across both digital and offline channels. Collaborating closely with stakeholders, you will ensure that our services meet Government Service Standards and provide functional journeys for all users, using a User-Centred Design approach.

Our ideal candidate should have experience and a background in Service Design, with experience of devising innovative design solutions that improve user experiences across multiple platforms.

In this position, you will be pivotal in shaping customer journeys and service designs, working across stakeholders to craft the ultimate customer experience. A successful candidate will be passionate about creating innovative customer experiences, understanding customer usage patterns of products & services, and driving user satisfaction.

Key Responsibilities

• Collaborate with multidisciplinary teams to identify service requirements and user needs.
• Visualise and articulate complex problems
• Design services that are accessible, scalable, and user-centred, aligning with government standards.
• Co-create and – Help build, set direction, and embed good practice within teams where everyone involved in the service is represented and contributes to the bigger picture.
• Translate technical concepts into non-technical language
• Source and validate relevant data and insight to inform designs
• Conduct usability testing and gather feedback from users to iteratively refine service designs and improve overall usability and effectiveness.
• Awareness of design, technology, and data principles
• Evidence-driven – you are a strong believer in context-based design, you can visualise, articulate, and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence.
• Facilitate workshops and training sessions to promote design thinking and user-centred methodologies.
• Apply Human-centred design thinking to develop the customer journeys & service design to support customer experience strategy