Service Designer

2 weeks ago

Canberra, Australia Australian Government Full time

Salary: $82,427 - $88,944
- Location: ACT - Various,NSW - Various,NT - Various,QLD - Various,SA - Various,TAS - Various,VIC - Various,WA - Various

**Job Number**:EXT-APSL-2024-408
**Classification**:APS Level 5
**Salary Range**:$82,427 - $88,944 +15.4% Superannuation

**Job Type**:Ongoing,Non-ongoing
**Employment Type**:Full-time
**Group/Division/Branch**:Service Delivery Excellence / Service Design and Face to Face Transformation / Service Design and Innovation
**Location/s**:ACT - Various,NSW - Various,NT - Various,QLD - Various,SA - Various,TAS - Various,VIC - Various,WA - Various

The Service Design and Innovation Branch re-imagines and re-designs customer experiences at Services Australia (the agency). We orchestrate collaborative engagements to work the agency business teams, customers, third parties and other government agencies to address government priorities. We navigate complex system challenges through our multi-disciplinary research and design squads, to deliver design solutions that are research-based, design-led and customer focused. We also drive the customer experience (CX) capability uplift, based on human-centred design principles so all teams can understand, improve, and deliver excellent services aligned with agency priorities.

Service Designers support multi-disciplinary teams to deliver on projects that take a human-centred design approach - focusing predominantly on Discovery and Alpha activities and supporting through to Beta and Live.

They contribute to, and at times lead, components to research, develop, test and iterate on the design of agency services to influence and ensure an optimal end-to-end user and staff experience; influencing the delivery of government services from policy through to delivery, and keeping the customer front and centre whilst also meeting business outcomes. You will bring a developing understanding of the purpose and value of service design, using this knowledge and experience to contribute to affecting customer experience improvements and sustained change.

Service Designers also provide input into requests for advice and participate in capability uplift activities across the team, branch and agency.

Service Designers work under the support and general direction of senior staff. You will demonstrate initiative and resilience, and make decisions based on judgement, skills and knowledge.

**Work Environment**

Travel may be required. There is also high use of digital tools and workshop spaces.

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