Strategy Designer, Paxus, Canberra, ACT. Government - State (Government & Defense). Full-time. Add expected salary to your profile for insights.About the Organization: A large federal government department is seeking skilled strategy designer candidates to provide whole-of-department change within numerous relevant areas.About the Role: As the strategic design officer, you will be engaged to support the development of integrated digital and face-to-face customer service capabilities. This includes implementing an agency-wide appointment system, video chat services, and modernizing digital self-service support. The project aims to enhance customer experience, improve service accessibility, and build sustainable service delivery models. Responsibilities include strategy design, customer/staff co-design sessions, and human-centered research to inform service transformation and operational planning.Key Responsibilities: Develop and validate service delivery strategies, incorporating best practices and stakeholder input to support agency-wide appointment and video chat capabilities. Design an operational framework and implementation plan for appointments and video chat services, including workforce mobilization and capability gap analysis. Conduct co-design sessions with customers and staff to gather insights and develop service experiences that are inclusive and person-centered. Create detailed journey maps to reflect service experiences and ensure equitable access for diverse customer groups.Review and reimagine the agency's digital self-service support, including assessing current facilities and proposing improvements based on customer needs and industry research. Deliver reports and recommendations outlining service enhancements, technical and physical infrastructure needs, and a roadmap for future implementation.What's in it for you? Contract until Oct 2025 with potential extension. Incredible opportunity to facilitate the whole of department design. To be considered for the role, click the 'apply' button or for more information about this and other opportunities contact Marita Hambesis,Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds, and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me at the above contact details.
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