Service Designer

Service Designer

Job Title: Service Designer
Contract Type: Contract
Location: Sydney CBD
Salary: Competitive
Start Date: 2020-08-20
Reference: V-37782
Contact Name: Joanne Finchett
Contact Email:
Job Published: August 21, 2020 18:02

Job Description

Seeking a service designer that has expertise in UCD processes and design thinking methodologies.

The Role:

They will assist other subject matter experts in activities including user research, service blueprinting, contextual inquiry, ethnography, managing stakeholder requirements and engagement, facilitating co-design workshops, usability evaluations and concept testing. A core function of the role is to identify and understand the right research questions and develop and assure good user research practice. They will lead and align user research activities across several teams and ensure that teams take a user centered, evidence-based approach to service design and delivery. They will contribute to the development of design concepts, interpreting evidence-based research and incorporate into their work. By understanding the service ecosystem which includes people, processes, legislation and technology, the service designer will translate research insights into design opportunities to develop new solutions, services and policies. The Service Designer will involve people in the co-creative process: prototyping and testing concepts to solve problems. They will ensure design solutions are desirable, feasible, usable and sustainable. This key role will set up and maintain UCD frameworks and documentation, stakeholder engagement, user research, co-design, service blueprints and service maps, and design sprints. This role will be responsible for contributing to the ongoing development of service design and user research capability into the team and ensuring customer empathy is imbedded into the design and delivery of the team’s services. The candidate will have experience in leading UCD methodologies to influence change and break down barriers to succeed in delivering exceptional customer experiences.

Deliverables of this role include

• Experience as a service designer or similar, with skills in service mapping, journey mapping, service blueprinting, business process analysis, prototyping and strategic design
• Conducting user research to understand user and stakeholder needs
• Identify user needs and ensure that the Department understands them and keeps user needs at front of mind when making policy and service decisions
• Highly experienced with conducting user research, compiling research into reports and communicating the research and insights.
• Experience creating journey maps and service blueprints to visualise and demonstrate the users’ experience
• Assist the development of a redesigned service proposition
• Coordinate and conduct user testing of prototypes with end users
• Facilitate interviews and workshops with internal and external stakeholders to improve the users experience
• Previous experience supporting digital channels in large, complex organisations requiring stakeholder management
• An innovative approach to design, using creative techniques to lead design thinking workshops
 • Effective collaborative skills to direct and work with different business partners, UX Designers, Visual Designers and Accessibility
• An understanding of digital accessibility and inclusive design
• Experience working in an agile/scrum methodology
• Understands the diversity of users of government services. Knows how to include all kinds of users in appropriate research activities. Can advocate for inclusive practices and help teams design and deliver accessible services that work for all users.


Skills and Experience Required:
Essential criteria
  • Minimum of 2 years’ experience in UCD processes and methodologies - 20%
  • Demonstrated experience in leading service design activities, including user research, contextual inquiry, service blueprinting, mapping of tasks, policies and processes, concept testing and other methodologies - 30%
  • Experience in identifying and understanding the correct research or service design methods to support decision making - 20%
  • Experience in influencing change and breaking down barriers to succeed in delivering an exceptional customer experience - 10%
  • Experience and demonstrated skill with qualitative and quantitative usability methods, including observing, understanding and synthesising human behavior and insights - 20%

Desirable criteria

  • Experience and demonstrated skill with qualitative and quantitative usability methods, including observing, understanding and synthesising human behavior and insights - 70%
  • Tertiary qualification in social sciences or a related behavioral science discipline highly regarded - 30%
Location and Contract Term:

Canberra or Sydney Based – 12 Month Contract - Long term program with multiple 12 month extensions.

Security Requirements:

Must be an Australian Citizen. Ability to obtain a Baseline Security Clearance.

How to Apply:

Applications close 27 August 2020

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Jo Finchett 1300 944 936 for any further information