EL1 Consumer Experience Standards Specialist, Data Standards Body

LOCATION: Canberra, Sydney, Melbourne

TENURE: Ongoing/Non-ongoing (Specified Term)

SYNOPSIS:

About the role

This is an exciting opportunity to work in the Data Standards Body (DSB) and across government to deliver high quality regulatory standards.

The DSB supports the Data Standards Chair who is responsible for making the Data Standards that are necessary for the effective operation of Australia's Digital ID System and the Consumer Data Right (CDR) regulatory frameworks. The DSB is part of Treasury's Digital, Competition and Payments Division in Markets Group.

Further information about the CDR and Digital ID Data Standards, for which the Data Standards Chair is responsible, can be found on the DSB's website: Data Standards Body. The Data Standards set requirements for entities to build to and comply with in order to share data in compliance with the regulatory frameworks of the CDR and Digital ID. The DSB does not receive, store or analyse any data captured in accordance with the Data Standards.

As a Consumer Experience Standards Specialist, you will have a hands-on role working with product and policy managers in drafting and co-designing changes to the Data Standards, in accordance with policy priorities and industry needs. You will work with a range of government and industry stakeholders to support the Data Standards Chair to deliver on policy objectives which the Data Standards support, contributing directly to the stewardship and governance of standards that support Australia's Digital ID system and CDR. The Consumer Experience Standards Specialist will support the DSB by leading the development of CX Standards, which facilitate the CDR by acting as a specific baseline for implementation, and the CX Guidelines, which provide guidance and examples for how to put key standards and CDR Rules into effect.

Consumer Experience Standards Specialist will therefore be required to have, or the ability to quickly develop a strong technical understanding of the role and function of data, APIs, infrastructure and integration, security and/or identity access management standards, and the management of proposed changes.

Key responsibilities are detailed below but are not limited to:

• Lead the development and maintenance of CX technology guidelines, standards and reference architectures to support consistent, high quality customer experiences across digital and non-digital channels.
• Work collaboratively with ICT, design, data and CX teams to ensure technology solutions align with user needs and organisational priorities.
• Conduct design and research activities to identify and refine priorities to provide CDR consumers with intuitive, informed and trustworthy data sharing experiences.
• Ensure guidelines incorporate best practices in accessibility, usability, security and data governance.
• Lead the development of artefacts such as CX guidelines, wireframes, experience maps and design recommendations.
• Provide expert advice to working groups and standards development teams on user-centric design considerations.
• Monitor evolving industry practices, behavioural insights, and emerging technologies affecting consumer experience.
• Contribute continuous improvement initiatives to enhance the consumer experience and organisational capability.
• Input to consultation and delivery processes for the making of the Data Standards instruments in accordance with set timeframes and processes.
• Work collaboratively across the DSB, other agencies, and stakeholders with limited direction against established priorities and practices to deliver quality outcomes and relationships.
• Confidently lead inter-agency discussions with engineers, architects, and policy teams through problem exploration and solution design.

Qualifications and Experience

You will be able to demonstrate:

• The ability to quickly understand the policy and data standards landscape for Digital ID and/or the CDR.
• Demonstrated experience developing digital CX frameworks, standards and/or governance artefacts.
• Ability to translate complex regulatory or technical requirements into simple and intuitive user experiences.
• Strong written and oral communication skills, including the ability to lead technical analysis and discussion across a broad range of stakeholders including through public consultation.
• Experience conducting research and design activities to identify consumer experience requirements and test solutions.
• Familiarity with digital service design or human centred design principles.
• Experience working with digital tools for the design and delivery of CX standards and guidelines (e.g. GitHub, Notion, Figma or similar).
• Knowledge of data-sharing initiatives including the use of API and data exchange, and identity and trust services is an advantage.
• Relevant qualifications and certifications are desirable.