Closing Date: 9am Friday 1 August
face2face reference: 647075
Locations: Geelong VIC, Richmond VIC, Surry Hills NSW, Brisbane QLD
Contract Duration: 12 months + Potential extension/s

Why Join?

• Help shape inclusive and meaningful public services through human-centred design
• Champion user needs and contribute to better service experiences for all Australians
• Work on high-impact projects that support continuous service improvement
• Collaborate in a multidisciplinary team of researchers, designers, and strategists
• Enjoy a dynamic, purpose-driven role with varied design challenges
• Apply your expertise to influence real change across government service delivery

About the Role

As a Service Designer, you will drive improvements to frontline service delivery by leading research, facilitating co-design, and crafting better end-to-end service experiences. Your work will help uncover user needs, guide strategic direction, and improve the way public services are delivered across multiple touchpoints.

Key Responsibilities

• Conduct user research and translate insights into actionable service improvements
• Map current and future state service journeys and experiences
• Co-design and facilitate design-thinking workshops with service users and staff
• Create personas, journey maps, and service blueprints to guide delivery
• Ensure service design aligns with digital standards and user needs
• Evaluate service concepts at tactical and strategic levels to inform decisions

Skills & Experience

• Demonstrated expertise in human-centered design and service design principles
• Proficient in user research, usability testing, and insight synthesis
• Experience with journey mapping, persona development, and blueprinting
• Strong facilitation and co-design capabilities across diverse stakeholders
• Knowledge of design thinking, systems thinking, and agile ways of working
• Excellent communication, collaboration, and problem-solving skills

Australian Citizenship is a mandatory requirement for this position.

If you have any questions or would like more details, don’t hesitate to reach out to Lisa Whitehorn at [email protected]