Aps6 or El1 Service Designer

2 weeks ago

Adelaide Region SA, Australia Chandler Macleod Full time

Location
***- Adelaide, South Australia
Category
***- Executive
Salary
- $60 AUD - $80 AUD Annual
Posted

  • 19Nov2023
    Work type
  • Casual/Temp
    Contact
  • Teresa Zanatta
    Reference
  • BH154087
    Mandatory: Australian Citizenship required to work within Federal Government

Applications close by 10am Thursday 30th of November 2023.

Our Federal Government client is seeking to engage APS6 or a EL1 Service Designer for a 12 month assignment with potential extension in Adelaide CBD

About the Team

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 NDIS experience.

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

About the Role

The APS6 Service Designer (Labour Hire) is a team membership position that may be required to perform work that involves team leadership and management responsibilities requiring the setting of priorities and managing workflows of a team.


The APS6 Service Designer (Labour Hire) is required to provide detailed technical, professional, policy, operational support and advice in relation to complex problems.

Where required, the role will coordinate and assist in the strategic planning, program and project management and policy development that support the NDIA's objectives to "build a world-leading National Disability Insurance Scheme".

The position will have a considerable level of public contact in relation to complex, difficult or sensitive issues. It is required to liaise with a range of internal and external stakeholders in a representational role on behalf of the branch/division/NDIA

The EL1

Service Designer is accountable under broad direction to undertake very complex work that delivers quality outcomes across the Participant Experience Design functions of the NDIA.

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

The role requires providing leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the work area.

The EL1 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.


Key Skills required for the role:

  • 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 codesign 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.

Desirable skills to have for the role:

  • Visual design: Proficiency in visual design principles to create aesthetically pleasing designs
  • Crossfunctional collaboration: Ability to collaborate effectively with other team members and stakeholders
  • Agile Methodologies: Familiarity with agile methodologies like Agile or Kanban.

Responsibilities may include but are not limited to:

APS6

  • Researching and identifying insights contributing to Agency understanding of information.
  • Cocreating and documenting current state service through design and research, to identify current participant and staff experience and business processes.
  • Cocreating and cofacilitating process design improvements.
  • Advocating for the voice and experience of participants and stakeholders through work processes.
  • Cofacilitating 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.
  • Contributing to the evaluation of proposed solution

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