El1 Servide Designer

2 weeks ago

Melbourne, Victoria, Australia Chandler Macleod Full time

Location
***- Melbourne, Victoria
-
Category
***- IT & Digital
-
Salary
- $602.55 AUD - $602.55 AUD Daily
-
Posted

  • 31Jan2024
-
Work type

  • Casual/Temp
-
Contact

  • Claudia Leiva
-
Reference

  • BH156569
-
Applications close 15.00 PM AEST, 13th February 2024

Mandatory:
Australian Citizenship required to work within Federal Government.

About the Organization:

This leading Federal government agency supports Australian's in achieving their goals and helps them to live a better life.

Their work has an impact on a significant area in the social sector, and you can contribute to the difference that they make in this role.

This agency is known for having a great culture across different teams and have excellent office locations in Geelong and Melbourne.


About the Team:


The Claims and Payments Transformation Branch is responsible for strategic planning and implementation of The Participant Experience Design division is the key driver of the Participant Service Improvement Plan and the Participant Service Charter.

The division's work is to design and deliver Scheme service improvements to provide quality participant outcomes and enhance their experience.

This experience-design work also aims to improve how agency's frontline Service Delivery (SD) operates.

About the role:


The EL1 Service Designer is an important team leadership position within the Agency and will have delegated authority and responsibility to resolve issues and risks across wide-ranging activities of substantial depth involving significant detail.

It will provide the leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the positions assigned Work Area.


Responsibilities may include but are not limited to:

  • Overseeing, creating and documenting current state service through design and research, to identify current participant and staff experience and business processes.
  • Leading, researching and identifying insights contributing to Agency understanding of information.
  • Leading and managing process design improvements.
  • Advocating for the voice and experience of participants and stakeholders through work processes.
  • Leading and facilitating designthinking sessions with service users to design and test future service processes, channel and experiences.
  • Overseeing endtoend 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.
  • Evaluating proposed solutions and design at both a conceptual and tactical level.
  • Providing guidance, coaching team members and meeting the needs of service users with quality deliverables.

Mandatory:

  • Experience working in a similar role under Australian rules and regulations.
  • Current Police Check, o ability to obtain one.
-
Human-centred design: Proficiency in designing services and experiences that prioritise the needs and preferences of end users
-
User research: 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
-
Persona development: Creating user personas to represent different user groups and their characteristics
-
Journey mapping: Skill in creating user journey maps to visualise and improve the user experience
-
Service blueprinting: Proficiency in service blueprinting to define and map out service processes and enablers
-
Co-Design and Facilitation: Ability to lead co-design sessions with stakeholders and users to gather input and ideas
-
Design thinking: Strong understanding of design thinking methodologies and approaches
-
Usability testing: Experience in conducting usability testing to validate service design concepts and products
-
Visual design: Proficiency in visual design principles to create aesthetically pleasing designs
-
Cross-functional collaboration: Ability to collaborate effectively with other team members and stakeholders
-
Agile Methodologies: Familiarity with agile methodologies like Agile or Kanban

What you will bring to the role:

  • Strong communication and interpersonal skills.
  • Experience in building relationships both with internal and external stakeholders.
  • Ability to work within and across teams, the ability to adapt quickly to a changing environment
  • Ability to manage confidential and sensitive information.
  • Ability to prioritise and allocate tasks in an efficient manner while also maintaining high work standards and accuracy.

How to apply:

Mandatory:
Australian Citizenship required to work within Federal Government.
**Applications close 15.00 PM AEST, 13th February 2024

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