This is a 12-month contract role based in Richmond.
The hourly rate is $60.26 plus 12% super.
Australian citizenship is required.

About the Organisation

Join a high-performing, purpose-driven team focused on transforming government services through human-centred design. In this full-time, hybrid role, you'll contribute to service improvements that make a tangible difference for individuals and frontline staff.

You'll bring initiative, policy acumen, and strong judgement to co-create solutions that are practical, accessible, and aligned with strategic goals. The role also offers the opportunity to lead small teams, support stakeholders on complex issues, and influence the design of services that reach millions of Australians.

This is an exciting opportunity to work in a flexible, collaborative environment close to public transport, where your voice, ideas, and impact will matter.

Key Responsibilities

As an APS6 Service Designer, you will:

• Conduct research and uncover insights to inform user-centred service design.
• Document and map current-state services, including participant and staff experiences, workflows, and business processes.
• Collaborate with stakeholders to co-design and improve processes and service experiences.
• Champion the voice of users and participants throughout all phases of design.
• Lead and support workshops and design-thinking sessions to create, prototype, and test future-state services and channels.
• Apply deep knowledge of policy and operational context to guide design decisions.
• Design and deliver end-to-end service experiences in line with agency standards
• Evaluate service concepts for feasibility, usability, and strategic alignment.
• Assist with system tools, documentation, and broader team support activities as required.
  
  

What We're Looking For

We're seeking a collaborative and impact-driven designer with the following capabilities:

Essential Skills

• Strong track record in human-centred and service design in complex environments.
• Experience conducting user research (e.g., interviews, surveys, workshops).
• Proficiency in persona development, journey mapping, and service blueprinting.
• Expertise in co-design facilitation and design thinking methods.
• Ability to conduct and synthesise usability testing.
• Strong problem-solving, analytical, and conceptual thinking skills.

• Excellent communication and stakeholder engagement.

Desirable

• Experience working in Agile or cross-functional teams.
• Understanding of visual design and accessibility principles.
• Familiarity with government services or social policy environments (disability, aged-care, health, mental health, education etc)

If you're passionate about designing meaningful, inclusive, and impactful services, we'd love to hear from you.

Interested? What Next?

If you are interested in this position and believe you have the relevant experience, please respond to the advertisement or submit your resume to [email protected], along with a small brief addressing why you think you are a good fit for this position

If you would like a confidential discussion regarding this position, please do not hesitate to email further questions, and we will respond at the earliest convenience

Please note: Applications close on Monday 4th August 12pm. Only successful applicants will be contacted.