Our participants, Our people, Our purpose

Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

The Strategy Branch are seeking motivated leaders with a strong understanding of design thinking methodologies and approaches, to join the NDIA as APS6 Service Designer.

We are seeking excellent design thinkers who have experience co-creating and co-facilitating process design improvements working with a range of stakeholders, to design and test future service processes, channels and experiences. You will have a strong ability to lead planning and execution of designing services and experiences, prioritising the needs and preferences of end users. You will have demonstrated excellent communication skills and attention to detail, with the ability to manage competing requests, demands and priorities.

The Service Design Division works on process, platform, and practice solutions to address Agency priorities. The division embeds co-design and a stakeholder-view of change into our ways of working, ensuring that our designs represent the greatest value to different audiences. In line with the Participant Service Charter principles, the division drives transparency into Agency decision-making through the consistency of the processes, guidance and communication we design. Our primary goal is to improve how participants experience the NDIS and their interactions with the NDIA.

Where you can add value

The AP6 Service Designer is responsible for actively managing key internal and external stakeholder relationships and where required will represent and negotiate on behalf of the NDIA to advance the NDIA’s interests across a range of forums.

The position will exercise a considerable degree of independence to engage in very complex problem solving and issues management within the functions. The position requires exercising sound decision-making and judgement to produce high level policy advice and operational support.

Responsibilities of the role include but are not limited to:

• Researching and identifying insights contributing to Agency understanding of information.
• Co-creating and documenting current state service through design and research, to identify current participant and staff experience and business processes.
• Advocating for the voice and experience of participants and stakeholders through work processes.
• Applying in-depth knowledge of the role and functions of the agency and the related impacts across work areas.
• Overseeing end-to-end service experiences in line with the Digital Service Standard, ensuring changes are based on participant and staff need and are consistent for all users across different touchpoints.
• Contributing to the evaluation of proposed solutions and design at both a conceptual and tactical level.
  
  

Enough about us, let’s talk about you

Our ideal candidate will be proficient in designing services and experiences that prioritise the needs and preferences of end users, using proven experience in creating journey maps to visualise and improve the user experience. You will have the ability to conduct both primary and secondary research, including developing research plans and guides, conducting user research including interviews, surveys and workshops, to gain insights into user pain points and opportunities. You will have demonstrated understanding of visual design principles and conducting usability testing to validate service design concepts and products.

In line with the values and mission of the NDIA, you will have a positive contemporary attitude to people with disability, along with understanding and knowledge of disability and its impact on individuals. This role will provide you with opportunities to make a real difference in the lives of people with a disability and contribute to the success of the NDIA for generations to come.

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while we're based far and wide across the country, we make sure nobody feels they are out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

While this role is ideally performed from NSW - Surry Hills, NSW - Newcastle, QLD - Brisbane, SA - Adelaide, TAS - Hobart, VIC - Geelong, VIC - Richmond, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close 27 May 2025 at 11.30pm (AEST).

If you have any questions, please contact Janina Peters on 03 5223 5360 or email [email protected]

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. If you require an adjustment to be made during the recruitment process (including alternate formats of the application form) or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 [email protected].

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive. Evidence may be required prior to commencement.