User Researcher

7 days 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-2024-405
**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.

As a User Researcher, you will support a range of qualitative research methods, and contribute to the analysis of research findings to generate insights and explore opportunities to influence the design and delivery of policy, products and services. You will also draft high quality documentation, including reports and research artefacts, and carry out a range of general administrative and research tasks to support research activities.

You will bring a developing understanding of the purpose and value of research, and can collaborate to effectively communicate through a variety of outputs and mediums, to a range of stakeholders.

**Work Environment**

Research staff may be required to undertake research activities outside of the day-to-day work environment. Locations may include customer homes, Services Australia Service Centres, or in community organisation settings. These activities may require local and interstate travel. There is also high use of digital tools and workshop spaces.


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