Senior Service Designer

Senior Service Designer (Grade 9/10)
Brand, Digital & Communications

• Opportunity to work on exciting projects
• Please a large role in designing customer focused digital user experience
• Ongoing permanent role, based in Sydney CBD

About The Team And The Role

The NSW Government and Digital Channels team is responsible for core NSW Government digital channels including the NSW Government website and NSW Government facebook .

As the Senior Service Designer,you will develop a range of expert, customer-focused designs and digital user experiences that meet NSW Government objectives and goals. You will 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.

Your Key Accountabilities Include

• Assisting in the development of concepts, including the definition of customer needs, task analysis and the creation of sitemaps, process/screen flows and wire-frames;
• Assessing 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
• Make complex and technical information and language simple and accessible for non-technical audiences, facilitating difficult discussions within the team or with diverse senior stakeholders and assisting with the management of collaborative processes across the organisation to support the delivery of services to stakeholders and clients
• Support the implementation of service improvement projects by, sharing best practice, coaching others, translating user stories, proposing design approaches or services to meet needs, developing and delivering user testing and facilitating workshops.

Key Skills And Experience To Be Successful

• Appropriate tertiary qualifications and/or demonstrated, equivalent, relevant professional industry experience in User Experience.
• Experience in leading independent research on multiple aspects of how users engage with products and experiences
• Experience in support or conduct the collection and analyses of user behaviour via qualitative and quantitative methods, such as usability studies, interviews, surveys, customer journey maps and service blueprints
• Experience integrating user research into product designs and design practices

Why Department of Customer Service

The Department of Customer Service (DCS) is the newest agency in NSW Government. We are a central agency of Government, comprised of agencies and business units that deliver regulatory and other services to the people of NSW and across the NSW Government. We are committed to championing the interests and perspectives of NSW citizens to deliver better customer service outcomes.

Take a look at the Department of Customer Service website at https://www.linkedin.com/company/nswcustomerservice/about/ to learn more about us: In addition, see why you should work for NSW at http://iworkfor.nsw.gov.au/why-work-for-nsw

How To Apply

Department of Customer Serviceisadiverseorganisationthatvaluesexcellenceinservice, integrity, accountabilityandtrust. We look forward tobuilding aneven morediverse organisationand encourageapplicationsfromAboriginaland T orresStrait Islanderspeople,peoplefromdiverse cultural backgroundsand peoplewith disability.

To apply for this role go to IworkforNSW and click on Apply Online button [please note direct applications will not be accepted]

Your application should include a cover letter of no more than 2 pages, and an up-to-date resume of no more than five pages which clearly details your skills and experience as relevant to this role. Applicants invited for interview will be required to complete additional assessments.There are no selection criteria to be addressed.

Please note a talent pool may be created for future ongoing and temporary opportunities valid for 18 months

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 Grade 9/10, with the base salary for this role starting at $110,745 – $122,038 base plus superannuation

Click Here to access the Role Description. For enquires relating to recruitment please contact Ward Young via ward.young1@customerservice.nsw.gov.au

Closing Date: 15 May 2020 @ 9:59 am [late applications will not be accepted]

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.