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Service Designer

2 months ago

Brisbane, Queensland, Australia HR Partners Full time
About the Role

We are seeking a skilled Service Designer to join our team at HR Partners. As a Service Designer, you will play a critical role in shaping the future of government services, working closely with stakeholders to identify and address the needs of citizens.

Key Responsibilities
  • Lead research and insights to inform agency understanding of information
  • Conduct qualitative and quantitative research to identify opportunities for improvement
  • Develop and document current state services through design and research
  • Lead process design improvement, evaluating proposed solutions and design at both conceptual and tactical levels
  • Facilitate design-thinking sessions with service users to design and test future experiences
  • Oversee end-to-end service experiences, ensuring changes are based on participant and staff needs
  • Maintain the integrity and quality of participant journey maps using established architecture
  • Co-create and document current state services through design research
  • Ensure that end-to-end service experiences are based on participant and staff needs, in line with the Digital Service Standard
  • Evaluate the effectiveness of proposed solutions and design at both conceptual and tactical levels
  • Provide support to maintain governance requirements within the Scheme Reform Program
  • Provide consistent, timely reporting that meets established cadence
About the Individual

We are looking for an experienced Service Designer who can bring their expertise to our team. The ideal candidate will have:

  • Experience working in and across multi-disciplinary agile teams as a subject matter expert and enabler
  • Experience in service design, including developing service design artefacts
  • Ability to create and maintain complex customer journey maps that demonstrate enterprise-wide interdependencies
  • Capacity to drive Human Centred Design-led thinking
  • Ability to assess change impacts to customers and/or stakeholders
  • Advanced skills in stakeholder engagement and negotiation
  • Experience operationalising ways of working to keep stakeholders informed and aligned to the future state vision
  • Experience with Creately (or comparable design tools)
  • Experience applying Service Design methodology in an organisational transformation context
  • Experience working in a low maturity/hybrid Agile environment
  • Preferable to have prior knowledge and experience in disability, social services, or public sector
  • Demonstrated experience with Jira, Sharepoint, MS Suite, and Qualtrics (or comparable design tools)
  • Experience developing research into tangible insights