El1 Service Designer

2 weeks ago

Melbourne, Australia Chandler Macleod Full time

**Location**
***
- Melbourne, Victoria**Category**
***
- Executive**Salary**
- $602.55 AUD - $602.55 AUD Daily**Posted**
- 20-Nov-2023**Work type**
- Casual/Temp**Contact**
- Claudia Leiva**Reference**
- BH-154100**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:

- Leading, researching and identifying insights contributing to Agency understanding of information.
- Overseeing, creating and documenting current state service through design and research, to identify current participant and staff experience and business processes.
- Leading and managing process design improvements.
- Advocating for the voice and experience of participants and stakeholders through work processes.
- Leading and facilitating design-thinking sessions with service users to design and test future service processes, channel and experiences.
- Overseeing end-to-end service experiences in line with the Digital Service Standard, ensuring changes are based on participant and staff need and are consistent for all users across different touchpoints.
- Evaluating proposed solutions and design at both a conceptual and tactical level.
- Providing guidance, coaching team members and meeting the needs of service users with quality deliverables.

**MANDATORY**
- Experience working in a similar role under Australian rules and regulations
- **Human-centred design**: Proficiency in designing services and experiences that prioritise the needs and preferences of end users
- **User research**: Ability to conduct both primary and secondary research, including developing research plans and guides, conducting user research including interviews, surveys and workshops to gain insights into user pain points and opportunities
- **Persona development**: Creating user personas to represent different user groups and their characteristics
- **Journey mapping**: Skill in creating user journey maps to visualise and improve the user experience
- **Service blueprinting**: Proficiency in service blueprinting to define and map out service processes and enablers
- **Co-Design and Facilitation**: Ability to lead co-design sessions with stakeholders and users to gather input and ideas
- **Design thinking**: Strong understanding of design thinking methodologies and approaches
- **Usability testing**: Experience in conducting usability testing to validate service design concepts and products
- **Visual design**: Proficiency in visual design principles to create aesthetically pleasing designs
- **Cross-functional collaboration**: Ability to collaborate effectively with other team members and stakeholders
- **Agile Methodologies**: Familiarity with agile methodologies like Agile or Kanban
- 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

**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, 30th November 2023

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