Service Designer
21 hours ago
As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.
Our Federal Government client is seeking to engage a Service Designer on a contract for 12 months with potential extension.
**Position Overview**
The Service Designer role is responsible for designing the end-to-end journey of services based on evidence of user needs and strategic outcomes. They will drive improvements to the customer experience across the Agencies products and services through identifying gaps and opportunities for customers across all touch points within both digital and non-digital services to deliver outcomes which supports the delivery of Australia's National Digital Health Strategy.
**Key accountabilities**
- Execution, delivery and advocacy of best practice service design methods and processes supporting the future design of health services or improved customer experiences in existing services.
- Manage the design and delivery of service design artefacts and communication material including current and future state journey maps, service blueprints, customer segmentation and personas.
- Develop and manage strong stakeholder relationships and work collaboratively across the Agency in order to effectively deliver a customer centric culture and enable improvements and new opportunities.
- Working closely with technology, product, and business teams to identify feasible, practical and cost-effective solutions to identified problems.
- Lead and deliver workshop design and facilitation to support effective information gathering, co-creation and solutioning activities.
- Manage and deliver contextual research and insights or utilise supplied research to identifying opportunities and deliver actionable recommendations in a succinct and human-centred way.
- Lead collaborate and partner closely with Agency technology, product, and business teams to deliver service design projects and outcomes.
- Continually develop and improve the teams design processes and develop new methods and tools.
Key challenges
- Co-ordinating diverse stakeholders across the Agency, within agreed timelines and given the varying expectations, viewpoints, interests and sensitivity of projects
- Ability to navigate and manage complex project needs and timelines
- Balancing competing demands to ensure project objectives are achieved to the required standards and within budget
- Co-ordinating teams where team members are not dedicated resources or may have dual reporting lines and therefore have competing priorities
- Essential requirements
- Leading and working with cross functional teams to identify problems, drive research, and pursue development activities to impactful conclusions under mínimal direction.
- Demonstrating experience creating inspiring user-centred design solutions.
- Strong communication, presentation, facilitation, interpersonal and analytical skills.
- Highly developed coordination and organisational skills and ability to meet deadlines
- Experience supporting complex and cross-Agency programs of work, to ensure delivery within short timeframes and changing priorities
- Ability to communicate and negotiate effectively with all team members, especially those at senior levels
- Ability to make appropriate decisions within the boundaries of this role's delegated authority
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