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Service Designer

2 months ago

Hobart, Tasmania, Australia Randstad Australia Full time
Job Description

Role Summary

We are seeking a highly skilled Service Designer to join our team at Randstad Australia. As a Service Designer, you will play a key role in shaping the end-to-end service experience for our clients, ensuring it is participant and staff-centric, and aligned with the Digital Service Standard.

Key Responsibilities

  1. Research and Insights

Conduct research to identify insights and create a common understanding of the service landscape.

Service Design

Co-create and document the current state service through design research, identifying current participant and staff experience, and business processes.

Process Design Improvements

Co-create and facilitate process design improvements to enhance the service experience.

Stakeholder Engagement

Advocate for the voice and experience of participants and stakeholders, ensuring their needs are met throughout the design process.

Design Thinking

Facilitate design-thinking sessions with service users to design and test the future service, including processes, channels, and experiences.

Ecosystem Understanding

Understand the complex agency ecosystem and change impacts, ensuring the service design is aligned with the organization's goals.

Service Experience

Ensure the end-to-end service experience is based on participant and staff needs, consistent across different touchpoints, and meets the Digital Service Standard.

Evaluation and Reporting

Evaluate the effectiveness of proposed solutions and design at both a conceptual and tactical level, providing consistent and timely reporting.

Support and Governance

Provide support to maintain governance requirements within the Scheme Reform Program and help the Service Design Lead and Service Designers with system tools and other duties as required.

Requirements

  1. Australian Citizenship

Australian Citizenship is required for this role, as it is only available to Australian Citizens.

Experience in Agile Teams

Experience working in multi-disciplinary agile teams across varied skillsets on large projects is essential.

Service Design Experience

Experience in service design, including developing service design artefacts, is required.

Communication and Research Skills

Strong communication, synthesis, and creative skills to solve complex problems, as well as qualitative and quantitative research capability, are necessary.

Change Management

Ability to assess change impacts to customers and/or stakeholders and capacity to work in an environment of change and ambiguity are essential.

Stakeholder Engagement

Skills in stakeholder engagement and negotiation are required.

Desirable Criteria

  1. Prior Knowledge and Experience

Prior knowledge and experience in disability, social services, or public sector is desirable.

Design Tools

Demonstrated experience with design tools such as Jira, Sharepoint, MS Suite, Creately, and Qualtrics is preferred.