Service Designer

We are seeking an experienced Service Designer who is passionate about design thinking, strategic development and user-led design.

As a Service Designer, you will be responsible for creating innovative solutions that improve the user experience and meet the needs of our customers. You will contribute to the strategic development of product visions that add value by highlighting the benefit to Government of digital transformation. You will work closely with multi-disciplinary teams to research, conceptualise, and prototype new ideas and will be responsible for overseeing the design, consultation and engagement process.

As a key member of our team, you will bring your deep understanding of design thinking principles and user-centered design methodologies to the development of new and existing services. If you are a creative strategist and analytical problem-solver we encourage you to apply for this exciting opportunity.

About GoSource

GoSource is a recognised leader in the delivery of strategic and valued services to government and enterprises in digital transformation. Built on the philosophy that our people are at the heart of what we do; they are passionate, curious and love to solve problems, implementing solutions that create social impact for our customers and the broader community.

Our vision is to be differentiated by our people, our capability, and our culture. We will be trusted partners of our customers and solve their most important and complex problems. Our people’s growth and our company’s growth will be one and the same thing. Our digital products will create an outsized positive impact and enable our people through the work they do, to deepen their expertise and grow their career.

Objectives of this role

• Design and implement innovative service experiences that meet the needs of customers and drive client success.
• Use design thinking and user-centered design methodologies to solve complex problems and create new opportunities.
• Work as part of an agile, multi-disciplinary team, including product owners, solution architects, software developers, and business clients, to bring new service concepts to life.
• Developing a long-term strategic vision for the design of a service, with a strong influence in identifying and prioritising service features and functionality.
• Ensure users have a consistent experience across the service and make sure the design work follows the Digital Service Standard

Responsibilities

• Conduct research and analysis to understand customer needs, behaviours, pain points, insights and opportunities.
• Design and prototype new service concepts, using wireframes, user flows, and journey maps.
• Develop and maintain design documentation, including service blueprints, user personas, and presentation slides.
• Conduct experiments, user testing and usability studies to validate design concepts and gather feedback.
• Support the translation of product vision into actionable plans, hypotheses, and proof of concept experiments.
• Iterate and improve existing service designs based on customer feedback and performance data.
• Stay up to date with industry trends and best practices in service design and user experience.
• Mentor and coach team members and clients on design thinking principles and techniques.
• Contribute to the development of design standards and guidelines.

Essential

• 3+ years of professional experience as a Service Designer, Strategy Designer, Strategist, Experience Designer or similar role.
• Tertiary education qualification, Bachelors or TAFE or certified training (such as General Assembly, IDEO, Academy Xi ect) or equivalent in subject areas such as design, arts, research methodology, sociology, social studies, public policy.
• Skills to implement agile design processes, including codesign workshops, prototype presentations, wireframe tests, user research and other design practices, in a remote digital environment.
• Excellent communication skills, both verbal and written, with the ability to clearly articulate design concepts and ideas to a variety of audiences.
• The ability to work effectively with agile multi-disciplinary teams, including in scaled agile or SAFe projects.
• An agile mindset and willingness to applying lean / agile practices and constantly adapting.
• Australian citizenship and the ability to obtain a Baseline security clearance.

Desirable

• A portfolio or work samples demonstrating experience in service design and user-centered design.
• Proficiency with design and prototyping tools, such as Miro/Mural, Figma, InVision, and Adobe Creative Suite.
• Experience working with public sector clients.
• Existing Baseline Security Clearance with Australian Public Service.