Service Designer

Service Designer will work closely with others in the team to:

· Champion a customer-centric and holistic approach to service delivery with a focus on gaining a true, end-to-end understanding of services and their ecosystem, and enable meaningful service improvements and systems design.

· Oversee discovery and user research activities to understand the current state of services and identify user needs and pain-points; undertaking a range of quantitative and qualitative research, and synthesising findings into practical and actionable insights.

· Undertake strategic design and evaluation of services ensuring the business model is feasible and sustainable to achieve strategic business objectives, and meeting the needs and expectations of customers.

· Undertake research activities to identify opportunities for organisation efficiency and capability improvement, and implement change management strategies to ensure adoption of desired change to processes, systems and behaviours.

· Coordinate and facilitate co-design and collaborative workshops, to reframe problems into opportunities, generate ideas, and run design experiments (in order to validate, test, and iterate on service solutions).

· Oversee the delivery of the customer experience across multiple services and develop guidelines, service principles and vision to ensure alignment of teams to strategic vision and ensure the delivery of a simple, seamless, and consistent customer experience.

· Build design thinking capability into the team and organisational culture, helping the organisation see their services from a customer perspective, and enabling teams to conduct user research and design activities.

· Track and measure service improvements to discern impact and delivery of value to customers and the organisation with an ability to instill benefits realisation activities over time.

Essential criteria

A hands-on practitioner with demonstrated experience undertaking and overseeing research activities to map the current state of services, and the customer experience (including back end systems and processes), and effectively communicating insights through visual artefacts and story-telling.

An influential communicator experienced in leading co-design and collaborative workshops with various stakeholders, and a proven ability to break down barriers and effect change – facilitating consensus for decision-making, and instilling creative confidence for generation, evaluation, and refinement of diverse ideas. Outstanding oral and written communication skills are vital.

Experience aligning teams to strategic priorities including developing future state value propositions, business models, and service principles, and undertaking change management strategies to ensure adoption of desired processes and behaviours.

Demonstrated knowledge and understanding of human factors with relevant experience in Human Centred Design, and managing bias within research.

Tertiary Qualifications in a design related discipline (User Research, Design, Psychology, Anthropology, etc.), or substantial experience and in leading, coordinating and facilitating research and design activities.

A demonstrated deep understanding and experience of the DTA Service Design and Delivery Process; the DTA Digital Service Standard; agile ways of working and scaled agile practices.

Desirable criteria

Experience working within an IT delivery team

Data analysis capability

Visual design or communication experience