The Role

The Australian War Memorial (AWM) is building a new public facing website (awm.gov.au) to better serve our diverse audiences. We're seeking an experienced Service Designer to lead activities that will inform and shape our new digital service.

Working as part of the multidisciplinary team, the Service Designer will play a pivotal role in designing, creating and managing digital experiences that engage and inform our audiences. This role combines service design expertise and research capability, requiring someone who can uncover user insights and translate them into actionable service blueprints and design recommendations.

The Service Designer will have the opportunity to influence and guide internal stakeholders on best practice digital experience design. They will also contribute to the successful delivery of a major project using their high-level negotiation and cooperation skills.

This position will initially be filled for 3 months, with the possibility of extension and/or permanency.

Core Responsibilities

Research and Analysis

Review and synthesise existing research to identify knowledge gaps

Design and conduct primary research using appropriate methodologies (interviews, surveys, usability testing, ethnographic studies)

Analyse findings and develop evidence-based user personas, behavioural insights, and communicate insights clearly to diverse stakeholders

Service Design and Mapping

Map current-state and future-state user journeys across all touchpoints

Design end-to-end service experiences that align with AWM's strategic objectives

Prototyping and Testing

Create research materials, including discussion guides, wireframes, and prototypes for testing

Ensure proposed solutions meet accessibility standards and inclusive design principles

Stakeholder Engagement

Facilitate workshops and co-design sessions with internal teams and external users

Present research findings and design recommendations to leadership and project teams

Work collaboratively with external vendors (design agencies, developers) to ensure user-centred outcomes

Project Reporting and Documentation

Provide ongoing reporting on project activities, research findings, and design progress to stakeholders throughout the project lifecycle

Position Eligibility

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).

All applicants external to AWM that are offered employment will be required to successfully undergo a National Police Check, even if they currently hold a security clearance. The check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

Contact Information

For specific questions relating to this job vacancy, please contact: Gavin Tapp, (02) 6279 6948, [email protected]

For questions relating to the online lodgement of your application, please email the Recruitment team via [email protected]

Submitting Applications

Please note that applications can only be accepted through the Australian War Memorial jobs portal

To apply, go to Australian War Memorial – Employment Opportunities and complete the online application by 11:30pm, Wednesday, 20 August 2025

Notes

This recruitment process is being used to fill ongoing and/or non-ongoing position/s.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

The Memorial is committed to workplace diversity and maintains an environment that values the contribution of people from different backgrounds and experiences. The Memorial welcomes applications from Aboriginal and Torres Strait Islander people, veterans, mature age people, people from diverse backgrounds, and people with a disability.