Lead Service Designer

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerCentric Full time $145,682 - $175,260

Job Title: Lead Service Designer

About the Role:

  • This role involves leading a customer-centric approach to improving service based experiences with the use of a design-led process of discovery, framing, iterative development and delivery.
  • You will establish influential relationships with stakeholders across government and partner with them to develop business requirements based on customer needs, identified pain points and opportunity areas.
  • You will create innovative, design-driven solutions that align to customer expectations and support product designers to continually enhance our product capability.
  • You will facilitate workshops and user research ensuring evidence and insights are documented and shared across teams to help inform the design of current, target, and future state experiences.
  • You will use design frameworks such as service blueprints to bring together research, design, business, product and technology.
  • You will work with managers across Service NSW to set strategic direction, drive customer-led prioritisation and shape roadmaps to ensure initiatives are delivered on time.
  • You will maintain knowledge and promote awareness to other designers of relevant industry trends, challenges, opportunities and practices.
  • You will coach and mentor other designers to increase design capability in product teams and enable designers to reach their full potential.

Key Responsibilities:

  • Design and deliver human-centred services that meet customer needs.
  • Develop and maintain relationships with stakeholders across government and partners.
  • Collaborate with cross-functional teams to achieve business objectives.
  • Conduct user research and analysis to inform design decisions.
  • Communicate design concepts and ideas effectively.

Working at Service NSW:

  • Be part of a dynamic and supportive team.
  • Work on projects that make a real difference in the lives of people in NSW.
  • Enjoy flexible work arrangements including remote working options.
  • Collaborate freely with colleagues from diverse backgrounds.
  • Participate in continuous learning and professional development.

Diversity and Inclusion:

  • Service NSW values diversity, inclusion and new ways of working.
  • We have a strong commitment to disability employment and adjustments for the recruitment process.

Requirements:

  • A proven track record of leading design teams and delivering customer-centric service designs.
  • Excellent communication and interpersonal skills to build and maintain relationships with stakeholders.
  • Ability to work collaboratively with cross-functional teams to achieve business objectives.
  • Strong analytical and problem-solving skills to conduct user research and analysis.
  • Ability to communicate complex design concepts and ideas effectively.

Benefits:

  • Opportunity to work on projects that make a real difference in the lives of people in NSW.
  • Flexible work arrangements including remote working options.
  • Continuous learning and professional development opportunities.

Candidates must demonstrate:

  • a passion for designing customer-centric services.
  • excellent communication and interpersonal skills.
  • ability to work collaboratively with cross-functional teams.
  • strong analytical and problem-solving skills.

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