Service Deliver

2 weeks ago


Brisbane, Australia HOBAN Recruitment Full time

Join the dynamic and innovative Participant Experience Design division, where creativity meets impact. As the driving force behind the Participant Service Improvement Plan and the Participant Service Charter, our clients work aims to revolutionise their experience. They design and deliver service improvements that enhance participant outcomes and elevate the operational efficiency of their frontline Service Delivery.
- EL1 equivalent $600 + p/d + super
- Up to 12 months temporary assignment, pending business and performance requirements.
- Located in, Brisbane CBD, Queensland

**About the role**

We're seeking an EL1 equivalent Service Designer to play a pivotal role in shaping the future of the agencies participant experience. Reporting under broad direction, you will lead very complex initiatives, delivering quality outcomes across the Participant Experience Design functions of the agency. This role is a cornerstone team leadership position, empowering you with delegated authority and responsibility to resolve issues and risks across wide-ranging activities of substantial depth.

As an APS6 Fraud Investigator, your responsibilities will include:

- Lead research initiatives, identifying insights crucial to the agency's understanding of information.
- Oversee, create, and document current state service through design and research, identifying participant and staff experiences, and business processes.
- Lead and manage process design improvements.
- Advocate for the voice and experience of participants and stakeholders through work processes.
- Facilitate design-thinking sessions to design and test future service processes, channels, and experiences.
- Oversee end-to-end service experiences in line with the Digital Service Standard.
- Evaluate proposed solutions and designs at both conceptual and tactical levels.
- Provide guidance, coaching to team members, ensuring service users' needs are met with quality deliverables.
- Other duties as required.

**About You**

To thrive in this role, you need:

- ** Human-centred design**: Proficiency in designing services prioritising the needs of end users.
- ** User research**: Ability to conduct both primary and secondary research, including interviews, surveys, and workshops.
- ** Persona development**: Creating user personas to represent different user groups.
- ** Journey mapping**: Skill in creating user journey maps to visualise and improve the user experience.
- ** Service blueprinting**: Proficiency in defining and mapping out service processes and enablers.
- ** Co-Design and Facilitation**: Ability to lead co-design sessions with stakeholders and users.
- ** Design thinking**: Strong understanding of design thinking methodologies.
- ** Visual design**: Proficiency in visual design principles.
- ** Agile Methodologies**: Familiarity with agile methodologies like Agile or Kanban.
- ** Usability testing**: Experience in conducting usability testing to validate service design concepts and products.
- Must be an **Australian Citizen.**:

- Be able to pass and hold national police check and worker screening check.


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