Service Design Lead

24 hours ago


Melbourne, Victoria, Australia Talent International Full time
Job Title: Service Design Lead

Our client, a federal government agency, is seeking a Service Design Lead to join their Agile teams. The role involves improving operational efficiencies and business process streamlining for front-line staff to enhance the customer experience.

Key Responsibilities:
  • Lead design thinking sessions with service users.
  • 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.
  • Advocate for the voice of the customer.
  • Envision and communicate service concepts that illustrate all components and touch points of a new or enhanced service.

Requirements:
  • Human-Centred Design skills.
  • Co-design and facilitation, design thinking experience.
  • User research and user experience background.
  • Personas and journey mapping expertise.
  • Service blueprinting skills.
  • Strong collaboration and ability to work in cross-functional Agile teams.
  • State or federal government experience would be highly regarded.

Working Conditions:
  • Flexible work arrangements.
  • Complex, multi-channel environment with Agile delivery structure.
  • Australian Citizenship is mandatory for this federal government agency.


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