Service Designer
2 months ago
**Application closing date**: Wednesday, 21 June 2023 - 11:59pm, Canberra time (in Canberra)
**Estimated start date**: Monday, 03 July 2023
**Location of work**: VIC
**Working arrangements**: Full Time Requirement: Onsite, standard 8 hours per day, and 40 hours per week in total. Flexible Working Arrangements (including remote working arrangements). Requests will be considered on a case-by-case basis against the business requirements of the department and the needs of the immediate work area.
**Length of contract**: Until 30 June 2024
**Contract extensions**: 1 x 12 months
**Security clearance**: Must be able to obtain Baseline
**Rates**: $110 - $130 per hour (inc. super)
The Department of Employment and Workplace Relations is seeking multiple Service Designers to design and deliver new experiences and improved outcomes for customers across a wide range of digital solutions.
The Services Designers will be responsible for driving a human-centric and holistic approach to service delivery; helping to design and guide solutions to support multiple, multi-year projects that cut across different program areas. Work includes transformation of the government's Skills and Training programs and uplift of the Department of Education's Schools, Higher Education, Research and International programs.
- Have experience working in Agile and, ideally, experience with the Commonwealth Digital Service Standard; including relevant work experience to deliver design and research activities and a range of industry artefacts including service blueprints.
- Have strong interpersonal skills with the ability to exercise initiative and sound judgement.
- Work within set timeframes, and have demonstrated success in tailoring design activities to practical timeboxes.
- Successfully, within an interdisciplinary design team to plan, visualise and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design.
- Use design research techniques and service design methodologies to mould the experience, services, systems and brands that the end-users live through products alongside clients and project stakeholders.
- Be able to handle projects at every stage of the lifecycle from the initial assessment and research phase to the final delivery.
The Service Designer will have demonstrated experience:
- Leading and planning end-to-end service design engagements
- Working as part of a multidisciplinary team and be able to communicate effectively and manage relationships with a range of internal and external stakeholders; including IT delivery team members, Product Owners, policy experts and executives.
- Working with data and qualitative insights to design solutions
- Understanding and articulating how services need to change to meet the needs of users, business and government, including the creation of service blueprints
- Defining and communicating customer and business needs
- Working with other designers and enterprise architects to identify opportunities to reuse existing capabilities and platforms, including identifying the dependencies between projects and products
- Planning and running user research and usability tests to ensure newly designed solutions are effective
- Supporting IT delivery teams to understand what they need to build to take a service live
- Supporting Product Owners to translate a service blueprint into work packages for delivery teams
Defining key metrics and measurements for the department to evaluate impact, supporting executive to use this data to iterate what we deliver
**Essential Criteria**
- Demonstrated experience in leading stakeholders and project teams to generate journey maps, service blueprints, service models, and clearly articulate actionable insights and opportunities for service and experience improvement
- Demonstrated ability overseeing and participating in research activities, generating insights and effectively using qualitative and quantitative data to drive improvements
- Demonstrated experience working in an Agile team, including the ability to scope and break down work into design deliverables, and tailor methods and processes to set timeboxes
- Demonstrated experience using Miro, Figma, Microsoft PowerPoint and other design software to communicate designs for executive and delivery teams
**Desirable Criteria**
- Understanding of the Australian Government's Digital Service Standard and/or the UK Design Council's Double Diamond Model
- Experience working for a federal government agency in a design capacity
- Versatility across a wide range of user experience practices, including user research, stakeholder engagement, information architecture, interaction design, UI/visual design, prototyping and testing.
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