Service Designer

We are looking for a Service Designer, for our client in the Federal Government, with offices located in Canberra. The Senior Service Designer will work in a multidisciplinary team with business analysts, architects, and business representatives, analysing the business by balancing user and business perspectives for the Program. This work is critical to the overall success of the Program and will support and influence key outcomes for the department.

The key duties/responsibilities for this role will include, but are not limited to, the following:

• Apply expertise to enhance and improve existing software, including designing, developing, implementing, and testing software systems, in line with business requirements and software development standards.
• Apply best practice service design methods and processes supporting the future design of electoral services or improved customer experiences in existing services.
• Deliver and design appropriate service design artefacts and communication material as required.
• Transform defined business needs into outcomes and problem statements (not technical requirements), for large scale Government applications and complex systems.
• Plan and document user interviews, eliciting both high level and detailed business problems and analysing root causes.
• Design and facilitate workshops and interviews that include a variety of internal and external stakeholders across all levels.
• Analyse and improve user experience, taking the viewpoint of the end user.
• Managing stakeholder groups to develop a partnership with the business and foster a productive working environment.
• Communicate well, using professional judgement to evaluate risks and in the context of a complex and changing environment.
• Perform additional duties or assume responsibility of functions as directed by the Management from time to time.
• Provide analysis on complex issues and contribute to the management, preparation, and coordination of policy formulation and/or project management.
• Foster a positive workplace culture.
• Perform additional duties or assume responsibility of functions as directed from time to time.

The ideal candidate should have the following skills/experience:

Essential Criteria

• Seven plus years’ experience as a UX Designer, Business Analyst, Service Designer, or experience in Design/Strategy/Research
• Proven ability to plan, facilitate and document user interviews to elicit high-level and detailed business problems and analysing root causes.
• Demonstrated experience in the development and implementation of strategic service design.
• Thorough understanding of service design process & activities and significant experience in applying human-centred design thinking
• Experience in taking the viewpoint of the user and analysing and improving a user’s experience or user’s journey when interacting with services.
• Proven ability to work as part of a collaborative and highly motivated team.
• Proven ability to deliver in a project and program environment under limited guidance.
• Proven ability to identify and plan capability maturity improvements and business process improvements.
• Strong communication skills, with the ability to translate between business and technical terminology.
• Proven ability to communicate with influence, negotiate outcomes and manage complex stakeholder relationships.
• Demonstrated personal drive and integrity whilst achieving results within legislative parameters.
• Experience in and desire to mentor and upskill less experienced team members.

Desirable Criteria

• Relevant tertiary qualifications or requisite experience
• Knowledge of, or ability to, quickly gain knowledge of Australian electoral law and practice.