Lead Service Designer

Description:

The Service Design and Innovation Branch re-imagines and re-designs customer experiences at Services Australia (the agency). We orchestrate collaborative engagements to work the agency business teams, customers, third parties and other government agencies to address government priorities. We navigate complex system challenges through our multi-disciplinary research and design squads, to deliver design solutions that are research-based, design-led and customer focused. We also drive the customer experience (CX) capability uplift, based on human-centred design principles so all teams can understand, improve, and deliver excellent services aligned with agency priorities.

Lead Service Designers are responsible for supporting multi-disciplinary teams to deliver on projects that take a human-centred design approach - focusing predominantly on Discovery and Alpha activities and supporting through to Beta and Live. They outline and drive the overarching approach to research, develop, test and iterate on the design of agency services to influence and ensure an optimal end-to-end user and staff experience, influencing the delivery of government services from policy through to delivery, and keeping the customer front and centre whilst also meeting business outcomes.

You will bring a deep understanding of the purpose and value of service design along with a level of political nous, using this knowledge and experience to affect customer experience improvements and sustained change. Lead Service Designers also provide advice, coaching and leadership to others across the team, branch and agency.

Lead Service Designers exercise a considerable degree of independence and undertake a leadership role, with work being performed under the general guidance of senior staff. They manage detailed projects or programs, build and maintain relationships with stakeholders, and can mentor others while demonstrating initiative and resilience.

The key duties of the position include

• Conducting best practice application of service design methodologies, along with a baseline knowledge of linked disciplines such as user research and behavioural insights.
• Leading the development of project plans and artefacts including current state journey maps, service blueprints and future state designs (incl. concepts and prototypes) to influence a range of stakeholders.
• Transforming complex findings and outcomes into impactful and actionable outputs across a variety of formats, to inform decision-making and produce Executive level communications and materials.
• Communicating and championing the design process, risks and value in sufficient detail to build business confidence and buy-in with policy partners, stakeholders and project teams.
• Leading the design and facilitation of design sessions, including project kick-off meetings, ideation and concept creation, prioritisation activities and strategic planning workshops.
• Proactively developing and managing key stakeholder relationships, negotiate requirements to meet business needs and strategic objectives.
• Managing, supporting and mentoring staff including coaching and training to build knowledge and capability in service design activities and design outcomes.
• Championing the use of best practice tools and techniques and support the uplift human-centred design advocacy and service design capabilities within the branch and across the agency.