Service Designers

Opportunity

Our Federal Client is seeking multiple talented Service Designers for 12-month initial contracts with long term potential to join Agile squads tasked with improving operational efficiencies and business process streamlining for front line staff to improve Customer Experience.

The team works to improve processes through service design, re-engineering and continuous improvement approaches, utilising service design approaches in the design and delivery of change.

Contract to be based in either Melbourne or Geelong with flexible working from home arrangements (3 days in office preferred on a case by case basis). Other locations nationally will be considered.

Key Responsibilities

• Lead design thinking sessions with service users
• Quantitative and qualitative User Research to develop current and future-state service enhancements
• Identify current Participant and Staff experiences and business processes
• Lead process design improvements
• Advocate voice of customer (Participant and Staff)
• Envision and communicate service concepts that illustrate all components and touch points of a new or enhanced service, leveraging contemporary design methods such as Human-Centred Design
• Journey mapping, business process mapping, design briefs, acceptance criteria, personas

Key Requirements

• Human-Centred Design
• Co-design and facilitation, design thinking
• User Research, User Experience background
• Personas and journey mapping
• Service blueprinting
• Highly developed ability to synthesise complex information and make decisions
• Strong collaboration and ability to work in cross-functional Agile teams.
• State or Federal Government experience would be highly regarded, or complex large corporate
• Passion for the community and giving back – any experience within social services portfolios, health, aged care, NGO, or disability services highly regarded
• Visual design would be nice to have
• Qualtrics, Figma, Miro or similar – any experience working with Creately, very nice to have
• Lived or observed experience with disability, nice to have
• Agile ways of working

Please note this is not a technology, UI/UX driven project, rather than a complete policy reform and end-to-end service redesign project with multple streams. You will be engaging closely with SME’s in Policy and Business Analysts.

Salary and Benefits

• Melbourne (Richmond)
• $600 to $672 per day inc super
• Long-term, rolling engagement
• Flexible work arrangements
• Complex, multi-channel environment with agile delivery structure

Please note: Australian Citizenship is mandatory for this federal government agency.

Samuel.beckett@talentinternational.com