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El1/aps6 Service Designer

3 weeks ago

Adelaide Region SA, Australia DFP Recruitment Services Full time

**Job description**:
Our client is currently seeking an EL1/APS6 Service Designer to join the team within a Federal Government Agency based in the Adelaide CBD.

The Participant Experience Design division is the key driver of the Participant Service Improvement Plan and the Participant Service Charter. The division’s work is to design and deliver Scheme service improvements to provide quality participant outcomes and enhance their experience. This experience-design work also aims to improve how agency’s frontline Service Delivery (SD) operates.

**Responsibilities may include but are not limited to**:

- Leading, researching and identifying insights contributing to Agency understanding of information.
- Overseeing, creating and documenting current state service through design and research, to identify current participant and staff experience and business processes.
- Leading and managing process design improvements.
- Advocating for the voice and experience of participants and stakeholders through work processes.
- Leading and facilitating design-thinking sessions with service users to design and test future service processes, channel and experiences.
- Overseeing end-to-end service experiences in line with the Digital Service Standard, ensuring changes are based on participant and staff need and are consistent for all users across different touchpoints.
- Evaluating proposed solutions and design at both a conceptual and tactical level.
- Providing guidance, coaching team members and meeting the needs of service users with quality deliverables.
- Human-centred design: Proficiency in designing services and experiences that prioritise the needs and preferences of end users
- User research: Ability to conduct both primary and secondary research, including developing research plans and guides, conducting user research including interviews, surveys and workshops to gain insights into user pain points and opportunities
- Persona development: Creating user personas to represent different user groups and their characteristics
- 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
- Co-Design and Facilitation: Ability to lead co-design sessions with stakeholders and users to gather input and ideas
- Design thinking: Strong understanding of design thinking methodologies and approaches
- Usability testing: Experience in conducting usability testing to validate service design concepts and products
- Visual design: Proficiency in visual design principles to create aesthetically pleasing designs
- Cross-functional collaboration: Ability to collaborate effectively with other team members and stakeholders
- Agile Methodologies: Familiarity with agile methodologies like Agile or Kanban

This role is at the EL1/APS6 level equivalent offering $60.26 - $80.00 per hour + 11% super. The rate of pay is casually loaded, as you will not be accruing annual or sick leave.

As this role is within the Federal Government, applicants are required to be Australian Citizens to be considered.

If you are interested in this role, please APPLY NOW or call Tyler Waterhouse on 8400 4433 for more information.