Service Design Experts Wanted

2 weeks ago

Melbourne, Victoria, Australia Talent International Full time
Job Description

Job Title: Service Design Experts Wanted

Job Type: Full-time

Location: Melbourne, Sydney, Brisbane (with flexible working from home arrangements)

Job Description:

About the Role

Talent International is seeking talented Service Design Experts to join our Agile squads tasked with improving operational efficiencies and business process streamlining for front-line staff to enhance Customer Experience.

The team works to improve processes through service design, re-engineering, and continuous improvement approaches, utilising service design approaches in the design and delivery of change.

Key Responsibilities
  • Lead design thinking sessions with service users to identify current and future-state service enhancements.
  • Conduct quantitative and qualitative User Research to develop current and future-state service enhancements.
  • Identify current Participant and Staff experiences and business processes.
  • Lead process design improvements to enhance Customer Experience.
  • Advocate the voice of customer (Participant and Staff) to inform design decisions.
  • Envision and communicate service concepts that illustrate all components and touch points of a new or enhanced service, leveraging contemporary design methods such as Human-Centred Design.
  • Journey mapping, business process mapping, design briefs, acceptance criteria, personas.
Key Requirements
  • Human-Centred Design expertise.
  • Co-design and facilitation, design thinking skills.
  • User Research and User Experience background.
  • Personas and journey mapping expertise.
  • Service blueprinting skills.
  • Highly developed ability to synthesise complex information and make decisions.
  • Strong collaboration and ability to work in cross-functional Agile teams.
  • State or Federal Government experience would be highly regarded, or complex large corporate.
  • Passion for the community and giving back – any experience within social services portfolios, health, aged care, NGO, or disability services highly regarded.
  • Visual design skills would be nice to have.
  • Qualtrics, Figma, Miro or similar – any experience working with Creately, very nice to have.
  • Lived or observed experience with disability, nice to have.
  • Agile ways of working.
What We Offer
  • Melbourne (Richmond)
  • $600 to $672 per day inc super
  • Long-term, rolling engagement
  • Flexible work arrangements
  • Complex, multi-channel environment with agile delivery structure

Australian Citizenship is mandatory for this federal government agency.

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