Opportunity

Our Federal Client is seeking multiple talented Senior 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. This is part of a 5-year reform program driven by changes in legislation impacting people, process and technology.

The team works to improve processes and standard operating procedures through re-engineering and continuous improvement approaches, utilising service design approaches like Co-Design, Double Diamond, HCD and Design Thinking.

Salary and Benefits

• Melbourne (Richmond) or Geelong location, other locations nationally will be considered
• $600 to $690 per day inc super
• Long-term, rolling engagement
• Flexible work arrangements (1-3 days in office)

Key Responsibilities

• Collaboratively work on the execution of a road map of design-led initiatives that will enable the service outcomes of the program, including the research, analysis and identification of service challenges and opportunities, envisioning new service concepts and planning a program of work
• 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
• Quantitative and qualitative User Research to develop current and future-state service enhancements
• Journey mapping, business process mapping, design briefs, acceptance criteria, personas
• Co-Design and facilitation with internal staff, external Participant and Community Groups, Partners and NFP's and both federal and state government departments
• Blue-sky thinking and approach to re-engineering
• Mentoring and leading 1 or more mid level Service Designers
• Take the lead on service design projects within large program

Key Requirements

• Practical Service Design experience not just theoretical
• Understanding of Double Diamond, Co-Design, HCD
• Blue-sky thinking, unpack problems using quantitative and qualitative research
• Experience leading service design projects, mentoring and leading other Service Designers (1-5).
• Government, health, disability, health insurance, superannuation, social services, education or blend of consulting and client side
• Flexible and ability to work in ambiguity and change
• Advocate for Participants with Accessibility appreciation
• Preference for observed or lived experience with disability or values alignment - identify/experience with a social cause
• Experience in low-maturity Agile and continuous improvement mindset
• Good project governance
• Tools - JIRA, Sharepoint, Powerpoint and design and research tools like Qualtrics, Miro or Creately
• Visual Design skills, nice to have

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

Apply

[email protected] // 0438 661 663
[email protected] // 0408 388 680