EL1 Service Designer

Location: Geelong, VIC
Salary: $602.55 per day plus super
Start Date: ASAP | Length: 12 months
Eligibility: Australian Citizenship requiredApplication Deadline: 25 March

Join a Federal Government agency that drives meaningful, participant-focused outcomes!

About the Team
The Participant Experience Design division is the key driver of the Participant Service Improvement Plan and the Participant Service Charter. The team is responsible for designing and delivering Scheme service improvements to enhance participant outcomes and their experience. This experience-design work also aims to improve how the agency's frontline Service Delivery (SD) teams operate, ensuring a seamless and efficient experience for participants.

About the Role
We are seeking an EL1 Service Designer with a strong background in human-centred design, user research, and service design methodologies. You will play a key role in shaping inclusive services and improving accessibility within the agency. This role requires expertise in service design artefacts, stakeholder engagement, and digital design tools to support strategic initiatives.

Key Responsibilities

• Lead human-centred design initiatives to develop user-focused services and experiences.
• Conduct user research, including interviews, surveys, and workshops, to identify pain points and opportunities.
• Create and maintain complex customer journey maps that illustrate enterprise-wide interdependencies.
• Develop personas, journey maps, and service blueprints to inform service improvements.
• Facilitate co-design workshops with stakeholders, ensuring solutions align with user needs.
• Communicate findings through high-quality service design artefacts and recommendations.
• Collaborate with cross-functional teams to ensure alignment with strategic goals.
• Engage in stakeholder management and negotiation, ensuring key decision-makers are informed.

Essential Criteria

• Proven experience as a Service Designer in a multi-disciplinary agile environment.
• Expertise in human-centred design, user research, and co-design methodologies.
• Ability to develop service design artefacts, including customer journey maps and blueprints.
• Strong stakeholder engagement and ability to facilitate design workshops.
• Experience in business process improvement, usability testing, and service blueprinting.
• Proficiency in digital design tools (Miro, Figma, Creately, Mural).
• Strong communication and problem-solving skills in complex environments.
• Government/public sector experience and knowledge of public service processes.

Desirable Skills

• Experience in disability, social services, or public sector projects.
• Familiarity with Jira, SharePoint, MS Suite, Qualtrics, Dovetail, or Condens.
• Knowledge of Agile methodologies (Scrum, Kanban) and visual design principles.
• Ability to translate research insights into tangible service improvements.

Why Join This Federal Government Agency?

This role offers the opportunity to work on projects that drive meaningful change and positively impact Australians. You'll be part of a collaborative, inclusive, and innovative team, contributing to strategies that improve accessibility and service delivery. The agency prioritises flexible work arrangements and professional development, ensuring career growth in a dynamic environment.

Ready to Make a Difference?
Apply now to be part of a Federal Government agency committed to shaping strategies that create lasting impact.

Applications close 25 March.

Note: Only shortlisted candidates will be contacted.

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At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.