Senior Service Designer

Right now, we have a number of opportunities for Senior Service Designers to join us in the Technology and Innovation branch. This is a role that will see you bring service design and strategy expertise to complex problems across the Transport for NSW cluster, supporting the rapid exploration, ideation and testing of solutions and strategies to drive an improved customer experience.

The role follows and implements co-design principles in the design process and supports the business transition into new ways of working and continuous improvement of the workforce with a focus on technology solutions and innovation. It will also see you navigating ambiguous problem areas in complex environments and stakeholder groups and working with the business to change current state working methods and disrupt current models.

To do this you will keep abreast of trends and developments in technology and innovative approaches to problem-solving and provide strategic advice to the business, design teams and panels on best practice.

What you will be involved in:

• Scope, plan and manage service design and strategy projects, managing scope, timelines, stakeholders and deliverables to deliver on intended outcomes.
• Provide a range of design solutions and creative thinking to support the ideation, design, proof of concept and beta test development processes for assigned projects characterised by rapid iteration disruptive thinking and a ‘fail fast’ approach to support achievement of business objectives.
• Facilitate workshops to explore problems and co-design initial solutions with a focus on both customer and business outcomes.
• Design products and services to better meet customer needs in line with business strategy.
• Work within a team of service design specialists to collectively ensure integration of co-design principles and practices into the design process to support continuous improvement and best practices in service design.
• Manage the exploration and design process of innovation challenges with other Transport for NSW teams
• Contribute to the establishment, oversight and evaluation of innovation challenge trials
• Provide advice and support to the business in developing the core skills set out in business roadmaps (customer-centred design thinking, collaborative co-design and agile delivery methods).

About you

Together with your tertiary qualifications in design, business, psychology or related discipline or relevant professional experience, you will also have demonstrated experience in service design, human centred design and/or strategy consulting.  This will include experience in the development of customer and service strategies and solutions, preferably in a technology / innovation environment.

You are someone with proven experience in successfully managing projects and multiple stakeholder groups that can be contributed to your strong collaboration skills and ability to communicate well and effectively with a diverse audience. This will include excellent facilitation, verbal and written communication skills

As an individual, you also have strong experience in conducting user research and developing insights, identifying opportunity areas and ideating concepts and testing with customers and business units. In addition to this, the role will utilise your proven experience with value proposition design, prioritisation and decision making.