We are the City of Melbourne, a place to be bold and inspirational.

We are rapidly transforming to meet the evolving challenges faced by a global city. With a vision of being a leading organisation for a leading capital city, our mission is to create positive impact for our community. Each day, we work with passion and purpose so that together we achieve incredible things.

How this team makes a difference to City of Melbourne
The Customer Experience branch purpose is to make a difference for the City and its people. The vision is to anticipate our customers’ needs before they do by putting them at the centre of everything the organisation does. The branch applies its unique understanding of customer and its knowledge of the organisation to deliver a positive and efficient customer care service. The branch partners with the organisation to realise the best customer experience possible.

About the role

The User Experience Designer is responsible for crafting innovative digital and physical solutions that transform how customers interact with the City of Melbourne. This role is dedicated to refining every stage of the customer journey, designing accessible, adaptable, and impactful products and services that address the diverse and ever-evolving needs of our vibrant community.

**Please note: Direct applications made via email will not be considered, all applications must be made formally through our portal, buy pressing the Apply Now button**

Your responsibilities will include

• Assisting in conducting customer research (leveraging diverse methods including interviews, surveys, usability testing) to gather insights and identify pain points in the customer journey.
• Supporting the creation of journey maps, customer profiles, story boards and experience flows to inform design decisions that improve both the customer and employee experience.
• Leveraging a variety of prototyping techniques from concept mock-ups through to wireframes to communicate solutions and enable iterative feedback from customers and internal stakeholders.
• Work alongside senior designers and cross-functional teams (technology, governance, communication, service) to implement design solutions and ensure consistency across channels.
• Contributing to the development and maintenance of the design system, ensuring consistency and scalability in solutions.
• Assist in conducting usability testing and gathering customer feedback to inform iterative design improvements.
• Helping maintain design documentation and project files for improved knowledge transfer and easy handoff to development teams.

What you will bring (selection criteria)

• Tertiary qualifications in Interaction Design, Service Design or a related discipline or equivalent relevant experience
• Demonstrated 2 to 4 years-experience within a commercial or government environment with a portfolio of inspiring and innovative solutions for customers
• Proficiency in the use of Human Centred Design and Design Thinking methods
• Analytical, strategic thinking and strong problem-solving skills
• Experience in digital design and prototyping tools such as Sketch, Figma, Adobe XD, ProtoPie or Framer
• Proven experience working on digital products and services for consumer and business applications
• Experience working in highly collaborative and multidisciplinary teams
• A passion for innovation including keeping up to date with design best practices trends
• Desirable (not essential) experience in CRM and data visualisation software such as Salesforce and Power BI and or other leading Customer Experience platforms.

By joining us, you will become part of a remarkable team who work in a constructive and inclusive culture to shape the future of this city. Together, we champion difference, celebrate achievement and recognise positive impact.

To view the physical requirements of this position, please see below under Position Information.

How to apply

• Attach your resume
• Attach a separate cover letter (no more than one page)

Please address your covering letter to Dennis Sartorello - Manager Customer Experience Strategy and Design at [email protected]

Applications will be accepted up until 11:45pm on 14th March 2025.

City of Melbourne conducts safety screening process for all employees including a Police and Working with Children Check. The City of Melbourne is a child safe organisation and has zero tolerance for child abuse. For information about the broader collection and use of personal information by the City of Melbourne, please refer to our Privacy Policy.

City of Melbourne is proud to be a workplace that champions diversity. Our commitment is for our people to be safe, included and supported so that they can be at their best. As an equal opportunity employer, we encourage applications from people regardless of their gender identity and expression, ethnicity, cultural background, sexual orientation, disability and age. We look for the right values, skills and knowledge to build our capabilities so that we can best deliver for our community.