Service Designer

Job Details

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Our key client is seeking a Senior Service Designer to join a multi-disciplinary team (MDT) working on a high impact complex service that’s grounded in a deep understanding of our users and their needs.
A strong focus on researching customer/user behaviour and common responses is critical to creating new processes that aligns user, business and technology needs that will deliver effective digital capability.
Key responsibilities:

  • Collaborate with our TFTM teams, government agencies and the Simplified Trade System (STS) task force to design and communicate the end-to-end journey of services across transactions, products, content and business processes, as well as key user journeys.
  • Analyse user needs and business objectives in highly complex service areas
  • Collaborate with members of your MDT and stakeholders to shape strategy and influence long-lasting change.
  • Plan and facilitate workshops and design sprints to help steer alignment of products, while working in sync with our End-to-End Service team.
  • Identify and prototype concepts to transform the service based on user needs.
  • Work in an agile manner to deliver design and research activities.
  • Work to the Service Design and Delivery Process and Digital Service Standard.
  • Collaborate with product managers and leaders to inform product and program strategies.
  • Be a member of our thriving and supportive research and design community.

Skills & Experience

  • Extensive experience in service design for large scale transformations
  • Demonstrable experience in solving complex problems based on evidence, analysis and investigation
  • Strong strategy and systems thinking skill to identify opportunities and product strategic recommendations
  • Demonstratable experience in navigating complex policy and operational areas
  • Strong track record working in agile and multi-disciplinary teams
  • Human Centred Design approach to service delivery
  • The ability to communicate effectively with technical and non-technical audiences
  • Influencing and guiding decisions with senior stakeholders
  • Excellent knowledge and experience in creating quality visual materials, like service maps, user journeys, user scenarios and concepts
  • Exceptional ability in prototyping concepts to test hypotheses
  • Strong understanding of the social and digital context for transformation
  • Collaborative team player
  • Ability to facilitate workshops and activities to help with alignment and co-designing of solutions
  • Excellent communicator in both written and verbal form with different audiences.

If you are an Australian Citizen and match the above criteria, apply today!!