Service Designer

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- Location: Australian Capital Territory
- Type: Contract
- Job #14722

**About the role**:
We are looking for a Service Designer who thinks strategically, advocates for the users, and can visually present information to support the delivery of improvements to end users. The Program is a broad program of work to analyse current state capabilities and provide opportunities for improvement in the delivery of management services. This role works in the Future area within the program and will help our client understand the future in terms of capabilities and services.

The Service Designer will work in a multidisciplinary team of business analysts, service designers, policy analysts and technical specialists analysing the business, balancing user and business perspectives for the Program. This work is critical to the overall success of the Program and will support and influence key outcomes.

The Service Designer will be expected to develop a firm understanding of the holistic business, working with the team to document current state and desired outcomes with Subject Matter Experts for domain expertise. We are looking for someone with diverse experience and an advocate for end users. Supporting the team to deliver a transformation like no other.

**Key responsibilities**:

- Support workshop design and facilitation for effective information gathering, co-creation and solutioning activities
- Design and facilitate workshops and interviews that include a variety of internal and external stakeholders across all levels. Managing stakeholder groups to develop a partnership with the business and foster a productive working environment
- Design and delivery of artefacts comprising of communication material, current and future state journey maps, service blueprints, customer segmentation, personas, reports, concepts, or prototyping. (Tools: Adobe CC, Visio)
- Analyse and improve user experience, taking the viewpoint of the user. Working closely with end users, tech, BAs, and business teams to identify feasible, practical and cost-effective and actionable recommendations to identified problems in a succinct and human-centred way
- Delivery and advocacy of best practice in service design methods and processes supporting the future design of electoral services or improved customer experiences in existing services
- Communicate well, using professional judgement, evaluating risks and in the context of a complex and changing environment
- Foster a positive workplace culture
- Continually develop and improve the team’s design processes and develop new methods and tools

**Skills and requirements**:

- 3+ years’ experience as a Service Designer or Strategic Designer or experience in Design/Strategy/Research
- Proven ability to deliver in a project and program environment under limited guidance
- Proven ability to identify and plan capability maturity improvements and business process improvements
- Strong communication skills, with the ability to translate between business and technical terminology
- Proven ability to communicate with influence, negotiate outcomes and manage complex stakeholder relationships
- Demonstrated personal drive and integrity whilst achieving results within legislative parameters
- Proficient skills in Adobe CC designing blueprints, customer journey maps and communication materials
- Demonstrate experience identifying and validating assumptions to design for services
- Proven Ability to plan, run and document user interviews, eliciting both high level and detailed business problems and analysing root causes
- Demonstrate development and implementation of strategic service design
- Experience taking the viewpoint of the user then analysing and improving a user’s experience or user’s journey when interacting with services
- Proven ability to work as part of a collaborative and highly motivated team. Instead of focusing on how teams that you have been a part of have been successful due to team work, give an example of how you understand your colleagues, how you have integrated and related to existing team members.

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