Senior Service Design Lead
We are seeking multiple talented Senior Service Designers to join our Agile squads tasked with improving operational efficiencies and business process streamlining for front-line staff to improve customer experience.
This is part of a 5-year reform program driven by changes in legislation impacting people, process and technology.
* The team works to improve processes and standard operating procedures through re-engineering and continuous improvement approaches, utilising service design approaches like Co-Design, Double Diamond, HCD and Design Thinking.
Main Responsibilities:
* Collaboratively work on the execution of a road map of design-led initiatives that will enable the service outcomes of the program, including the research, analysis and identification of service challenges and opportunities, envisioning new service concepts and planning a program of work.
* Envision and communicate service concepts that illustrate all components and touch points of a new or enhanced service, leveraging contemporary design methods such as Human-Centred Design.
* Quantitative and qualitative user research to develop current and future-state service enhancements.
* Journey mapping, business process mapping, design briefs, acceptance criteria, personas.
* Co-Design and facilitation with internal staff, external participants and community groups, partners and NFP's and both federal and state government departments.
* Blue-sky thinking and approach to re-engineering.
* Mentoring and leading 1 or more mid-level Service Designers.
* Take the lead on service design projects within large programs.
Key Requirements:
* Practical Service Design experience not just theoretical.
* Understanding of Double Diamond, Co-Design, HCD.
* Blue-sky thinking, unpack problems using quantitative and qualitative research.
* Experience leading service design projects, mentoring and leading other Service Designers (1-5).
* Government, health, disability, health insurance, superannuation, social services, education or blend of consulting and client side.
* Flexible and ability to work in ambiguity and change.
* Advocate for participants with accessibility appreciation.
* Preference for observed or lived experience with disability or values alignment – identify/experience with a social cause.
* Experience in low-maturity Agile and continuous improvement mindset.
* Good project governance.
* Tools – JIRA, Sharepoint, Powerpoint and design and research tools like Qualtrics, Miro or Creately.
* Visual Design skills, nice to have.
The ideal candidate will be able to demonstrate strong communication and collaboration skills, along with a passion for service design and improving customer experience.