El1 Service Designer

1 month ago

Melbourne, Australia Chandler Macleod Full time

**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 Melbourne or Geelong.

**About the role**:
The EL1 Service Designer is responsible for design and deliver Scheme service improvements to provide quality participant outcomes and enhance their Agency experience. This experience-design work also aims to improve how our frontline - Participant Experience Delivery (PED). You 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 Work Area.

Additionally, The EL1 Service Designer will exercise a considerable degree of independence to engage with stakeholders, conduct research to identify insights and pain points, develop opportunities that solve complex problems and synthesise information. The position will exercise sound decision-making and judgement to develop design concepts, improve the participant and stakeholder experience, inform policy requirements, and operationalise effective solutions.

Responsibilities may include but are not limited to:

- Researches and identifies insights, creating a common understanding
- Co-creates and documents current state service through design research, to identify current participant and staff experience, and business processes
- Co-creates and facilitates process design improvements
- Advocates for the voice and experience of participants and stakeholders
- Facilitates design-thinking sessions with service users to design and test the future service (processes, channels, experiences)
- Understands the complex Agency eco-system and change impacts
- Ensure that the end-to-end service experience is based around participant and staff need, in line with the Digital Service Standard and is consistent for all users across different touchpoints
- Evaluate the effectiveness of proposed solutions and design at both a conceptual and tactical level
- Provides assistance to the Product Owner with the use of system tools and other duties as required

**MANDATORY**
- Experience working in a similar role under Australian rules and regulations
- Experience in working in multi-disciplinary agile teams across varied skillsets on large projects
- Experience in service design including developing service design artefacts
- Communication, synthesis, and creative skills to solve complex problems
- Capacity to drive Human Centred Design-led thinking
- Qualitative and quantitative research capability
- Ability to assess change impacts to customers and/or stakeholders
- Capacity to work in an environment of change and ambiguity
- Skills in stakeholder engagement & negotiation
- Excellent written and oral communication skills, and proficiency in the use of IT systems including Microsoft Office
- Current Police Check, o ability to obtain one

**Desirable criteria**
- Preferable to have prior knowledge and experience in disability, social services or public sector
- Demonstrated experience with Jira and Confluence or similar project management tool

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, 12th February 2023

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