Service Designer

3 weeks ago

Sydney, Australia NSW Department of Customer Service Full time

**Service Designer, full time 12-month temporary role, flexible working model including hybrid options**

Do you want to make an impact to the lives of 8 million+ lives in NSW by contributing to the Life Journey program and work in an inclusive and flexible hybrid-environment with endless opportunities to grow?

**Yes? Then this role is for you**

**Your key responsibilities**:

- Conducting customer interviews, developing insights and making recommendations
- Creating journey maps based on customer research identifying pain points and opportunities
- Build consensus between services and/or stakeholders to create a continually collaborative environment that sustains good service
- Resolving technical disputes, solving issues and unblocking problems to meet service delivery outcomes
- Facilitating difficult discussions within the team or with diverse stakeholders and assisting with the management of collaborative processes
- Support and provide expert advice on the creation of services bringing together user needs, business goals and technical feasibility
- Support the implementation of service improvements by sharing best practice, translating user stories, proposing design approaches or services to meet strategic business needs, developing and delivering user testing sessions and facilitating workshops

**Skills you will develop**:

- Understanding the problem space and the jobs to be done for the customer
- Collaborating with different government agencies to deliver best outcome for customers
- The development of concepts and products/solutions that align with customer’s needs and outcomes

**About you**:

- Experience of doing and human-centred design in a large and complex government or commercial environment
- Demonstrated capability to identify customer experience improvement opportunities and communicate them convincingly
- Demonstrated capability to deal with conflicting requirements from customers and other stakeholders
- Comfort in working with ambiguity and reducing it through design artefacts
- Ability to influence and negotiate with complex and senior stakeholders to drive delivery

**Why work for us?**
- You will have the opportunity to engage in meaningful work that matters to all of us in NSW
- We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. This includes access to compressed working hours, working in a hybrid model or from home. We are all real people with real lives
- Incomparable leave benefits available - including up to 24 days Flex Leave and Paid Parental Leave
- Much more than just a job, you can build a career here
- Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised
- Access to exceptional health and wellbeing benefits including Fitness Passport

**About the NSW Life Journeys team**

The Customer Experience Unit (CEU) in DCS is the centre of excellence for improving customer experience in the NSW Government. The CEU ensures customers are at the centre of government decision making and delivery so that their experience of NSW Government is easy, efficient, and trustworthy no matter where or how they interact.

The program provides simple user journeys that span multiple government agencies and departments to get customers to an outcome associated with a major event in their life. The Customer Experience Unit partners with agencies from across the sector and drives delivery of outcomes.

Life Journeys delivers products and services that contribute to ensuring customers get to their desired outcomes more easily, have higher trust and satisfaction in government and navigate government services without effort.

Take a look at the Department of Customer Service website to learn more about us.

**What we need from you**:
An up to date CV, your portfolio and a brief cover letter outlining how your skills and experience are aligned to the role.

Salary Grade 7/8, with the base salary for this role starting at $101,947 base plus superannuation

**Closing Date: Thursday 6th April at 9:59am**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

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