Principal Service Designer

About the role

The role reports to the Director Customer Experience and Transformation and is responsible for leading and delivering projects at scale across Serco and the public service. You will own key client relationships, lead teams and deliver exceptional work. The team is currently small but will grow over the next 6-12 months. This role will help shape the design practice and help manage/coach multi-disciplinary teams of SME’s, operations, finance and technology.  The role continually strives and pushes the boundaries of public sector service design, advocates for new benchmarks and brings thought leadership to the public sector. The role will work at various scales, continually zooming in and out to consider the relationship of design decisions on the broader service system. The role will play a key role in the identification of opportunities to create change, make relevant connections through the work to increase impact and scale learnings.

A typical week might see you:

• Contributing to or leading project proposal
• Facilitating workshops
• Conducting user interviews, synthesis or report writing
• Supporting the re-design of a digital platform that we use to deliver critical public services eg. Reporting of crime
• Preparing a paper or talk for a conference or blog
• Preparing service blueprints for new and existing services
• Coaching and supporting team members
• Managing client relationships and presenting project updates

To be successful in this role, you will have:

• Relevant qualification eg. Communication Design, Service Design, Commerce, Anthropologie
• 5+ years experience working in Service Design, Strategic design, design research, systems or co-design
• Deep experience with complex research and service design projects
• A passion for the delivery of exceptional public services
• Strong strategic, analytical, and problem-solving skills with a history of tackling and solving complex design research challenges.
• Commercial acumen and entrepreneurial spirit
• Strong leadership skills with an ability to lead and coach multi-disciplinary teams
• Strong communication and presentation skills
• Full working rights in Australia