Service Delivery Innovator

2 weeks ago

Newcastle, New South Wales, Australia beBeeDesigner Full time $101,616 - $121,476

Job Overview:

This role is responsible for leading service design improvements and advocating for the voice and experience of participants and stakeholders through work processes.

About the Role:

  • To lead, research and identify insights to understand information, overseeing the creation and documentation of current state services through design and research.
  • To facilitate design-thinking sessions with service users to design and test future service processes, channels, and experiences.
  • To evaluate proposed solutions and design at both a conceptual and tactical level.
  • To provide guidance, coaching team members, and meeting the needs of service users with quality deliverables.

Key Responsibilities:

  • Developing and implementing process design improvements to enhance service delivery.
  • Conducting user research, including interviews, surveys, and workshops to gain insights into user pain points and opportunities.
  • Creating user journey maps to visualise and improve the user experience.
  • Defining and mapping out service processes and enablers using service blueprinting methodologies.
  • Collaborating effectively with other team members and stakeholders to achieve service delivery goals.

Required Skills and Qualifications:

  • Human-centred design: Proficiency in designing services and experiences that prioritise the needs and preferences of end users.
  • User research: Ability to conduct primary and secondary research, including developing research plans and guides.
  • Journey mapping: Skill in creating user journey maps to visualise and improve the user experience.
  • Service blueprinting: Proficiency in service blueprinting to define and map out service processes and enablers.
  • Design thinking: Strong understanding of design thinking methodologies and approaches.
  • Usability testing: Experience in conducting usability testing to validate service design concepts and products.

How to Apply:

Please submit an updated copy of your resume in MS Word document with a cover letter if you meet the eligibility criteria.

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