Service Designer 

The Opportunity
Due to an internal promotion, Council has an exciting opportunity for an innovative and passionate Service Designer to join our team on a permanent basis. Maitland City Council is undergoing an exciting period of change with a Customer Driven Transformation Program. Our Service Desiginer is responsible for helping redesign and reimagine Council services in line with our Guiding Principles and vision of delivering ‘un-council’ like customer experiences.

This role requires someone with significant demonstrated success using human centred design principles to identify, advocate for and lead opportunities for service redesign. You will lead a team of designers and collectively manage projects that drive service innovation across the organisation and will take the lead on qualitative and quantitative research initiatives that enable Council to better understand the needs and behaviours of our most important stakeholders – our customers.

As Council’s specialist in service design, you will create and deliver training programs and workshops for staff to help build organisational capability in human centred design and will champion the benefits of service design organisation wide, with a focus on influencing key stakeholders in new and innovative service delivery approaches.

About You
To be successful in this role you will be proficient in best practice human centred design with demonstrated experience using agile methodologies and will be the customer’s strongest advocate for making things easy.

You will possess a degree or post graduate qualification that clearly demonstrates a relationship to service design as well as experience in service design and the development and delivery of complex projects and initiatives that focus on enhancing the customer experience.

As an expert in your field you will have established successes driving and facilitating qualitative and quantitative research, creating and delivering training programs and workshops with staff and customers, and an ability to collaborate with a diverse range of stakeholders to improve internal processes and workflows as part of the wider service design for customer experience.