Senior Service Designer

Job Title: Senior Service Designer

Salary: SNSW Grade 9/10 – The package includes a base salary range of $111,806.00 to $134,667, plus employer’s contribution to superannuation and annual leave leading.

Join Service NSW – One of the top 10 best places to work in Australia 2019

There are exciting times ahead for the NSW Department of Customer Service. As part of the Department, Service NSW for Business is establishing one front door for businesses to simplify access to government, streamline processes and support businesses to achieve their goals.

Who We’re Looking For

A Service Designer to join our team who can lead and drive the implementation of strategic initiatives to improve customer-focused experience that meet NSW Government objectives and goals.

You will possess a deep understanding of design thinking, bringing together customer research, iterative design techniques and business processes, to create innovative experiences supporting high value products and omni-channel focused customer services.

You will transform customer experience by designing and supporting the implementation of customer strategies and champion the integration of co-design principals into the design process.

Those with the ability to lead the design process of discovery and research from opportunity to artefact, making use of customer insight and product data.

You will possess strong Design Thinking and Customer Research skills and be able to combine these with your Lean Customer Experience and Agile methodologies to enable and support product teams deliver best of breed digital services.

You have experience working closely with product and engineering teams you can identify and frame customer problems and opportunities and be able to provide a pragmatic point of view on how this contributes to strategic product planning.

You can think high level and approach opportunities or problems with a strategic perspective. You can use a diverse set of methods & tools that illustrate all the components and touchpoints of a service.

You thrive in collaborative environments, can lead co-creation and bring stakeholders along the journey.

You have strong negotiation skills to maintain a focus on our customers and can build consensus between services and/or stakeholders to create a continually collaborative environment that sustains good service.

You are comfortable working with varying levels of technical complexity and risk and are passionate about unblocking problems to meet service delivery outcomes.

People who are eager to challenge the status quo, learn, improve their skills and the way our teams work.

How We Can Support You

• • Empower you to lead the use of research tactics, customer experience processes throughout projects and team initiatives.
  • Provide opportunities for you to be mentored as well as mentor others in order to grow your product design skills.
  • Provide training opportunities around digital products in relation to your role or career interests.
  • Offer a flexible work-life balance and environment to work in a way that is comfortable for you.

Who You’ll Be Working With

Various squads of product designers, product managers, software engineers and subject matter experts who have a shared goal of creating a positive impact to businesses in NSW.

Numerous team members throughout the Service NSW organisation who contribute towards improving citizen’s interactions with the NSW government.

Role Responsibilities

• • Focusing on the needs of our customers (businesses in NSW) as well as contributing towards the Service NSW for Business goals.
  • Demonstrated experience and strong understanding of Customer Experience Design.
  • Support the creation of services bringing together customer needs, business goals and technical feasibility.
  • Provide recommendations to Product Managers and Designers on design approaches or services to meet needs
  • Lead the creation of research planning, execution and documentation.
  • Developing and delivering customer testing sessions and facilitating workshops.
  • Work closely with agile product delivery squads while maintaining a balance of research rigor and speed
  • Lead the design and delivery of artefacts including design principles, current state maps, future state, gap analysis, journey maps and blueprints.
  • Actively collaborate with technology, projects, other Government agencies and business teams to identify feasible, practical and cost-effective solutions to identified problems.
  • Build relationships with other team members across Service NSW to improve and unify customer experiences across Service NSW.

Role Requirements

• • Relevant Business or Behavioural tertiary qualifications.
  • 4 years in service design and will have taken a senior / lead role before. If you’ve had experience in government before that would also be preferable.
  • Experience driving and applying customer centered design processes while working collaboratively with customers and cross functional teams including engineering and product designers and management.
  • Qual/Quant/Behavioural research experience with a proven ability to scope research, lead fieldwork, conduct interviews, perform desktop research, lead synthesis and communicate findings to stakeholders
  • Knowledge and Experience with Design Thinking and agile ways of working (Scrum, Kanban, HCD, Lean).
  • Experience facilitating large stakeholder workshops.
  • Strong communication and presentation skills.
  • Thorough knowledge of UX/UI concepts and processes.
  • Understanding of omni-channel digital ecosystems.
  • Ability to effectively communicate the value of experience design and measures of success via data and metrics.

How To Apply

Please prepare a portfolio of work and resume that details your experience to be uploaded with your application.

To apply for this role you need to submit an application through the NSW Government job site http://iworkfor.nsw.gov.au .

When Applying You MUST

Provide a portfolio of Service Design work and resume that details your experience. Please note that your employment at Service NSW is subject to a satisfactory national criminal record check.

Applications close on: Sunday 2nd August

Working at Department of Customer Service

The Department of Customer Service is a great place to work! Our values of accountability, trust, service and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Salary SNSW Grade 9/10, with the base salary for this role starting at $111,806 base plus superannuation

For enquires relating to recruitment please contact Jessica Maurel via jessica.maurel@customerservice.nsw.gov.au.

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment.

If you do require an adjustment during the recruitment process, please notify us on your application form.