Senior Service Designer

The opportunity and the role:

As the Senior Service Designer you will deliver a range of expert, customer-focused designs and digital user experiences that meet NSW Government objectives and goals for Digital Birth Certificate.

You will also apply a deep understanding of design thinking, bringing together user research, interactive design and architecture, to create innovative experiences supporting high value products and services.

Some key accountabilities include:

• Lead the development of concepts, including the definition of customer needs, task analysis and the creation of sitemaps, process/screen flows and wireframes to meet service delivery outcomes
• Assess end-to-end customer experiences using participatory and iterative design techniques, including observational studies, customer interviews, usability testing, and other forms of qualitative and quantitative research to uncover insights to learn about user behaviour and verify design concepts
• Build consensus between services and/or stakeholders to create a continually collaborative environment that sustains good service, resolving technical disputes with varying levels of complexity and risk, solving issues and unblocking problems to meet service delivery outcomes
• Analyse existing business properties / sites to identify overall inefficiencies and/or non-compliance and develop and implement solutions to improve business performance based on user needs, available technology, alignment with standards and value for money
• Support the implementation of service improvements by sharing best practice, coaching others, translating user stories, proposing design approaches or services to meet strategic business needs, developing and delivering user testing sessions and facilitating workshops to build capability

A successful candidate will have the following:

• Ability to maintain good relationships and communication with stakeholders
• Consulting and negotiating with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints, interests and sensitivity of projects
• Balancing competing demands to ensure project objectives are achieved to the required standards and within budget
• Tertiary qualifications and/or industry experience in user experience or related field
  
• If you would like a confidential conversation about the role you can contact Partnership Manager, Krish Goundar (krish.goundar@customerservice.nsw.gov.au)