Service Designer

About the Institute:

The Black Dog Institute is a Medical Research Institute and a global leader in translational mental health research. We harness the latest technology and other tools to quickly turn our world-class research findings into clinical services, education and e-health products that improve the lives of people with mental illness and the wider community.

We pride ourselves on translating our own world leading Workplace Mental Health research into an award-winning culture that encompasses a holistic view of wellbeing. We aim to create a positive, mentally healthy workplace that recognises the importance of meaningful work, balanced lifestyles, psychological well-being and continual learning whilst being guided by our core values – Collaboration, Compassion, Excellence, Innovation and Respect. We offer:

• Competitive salaries
• Salary packaging
• Commitment to Learning and Development
• Flexible working hours and work-life balance
• Generous parental leave policy
• Pet friendly office
• Social and team events

About the Role:

The approach to how services and digital healthcare interventions are being delivered continues to shift to meet the ever-changing needs of our community. Especially within the field of mental health and the provision of products and services for common mental health problems. At the Black Dog Institute, we believe now more than ever, it requires a thoughtful, relevant and more meaningful experience for those in need.

This role will work with senior stakeholders and researchers to help define, create and deliver new digital mental health services and models of care for our end users. Working as part of a cross functional team, your work will involve the creation of, and/or changes to, engagement pathways to better support our customers’ experience and interaction with our products and services across both digital and blended models of care.

The position will sit within the Innovation team and is responsible for working across the Institute and with our Partners to bring our vision of Science, Compassion and Action to life.

Key Duties:

• Work collaboratively alongside senior stakeholders to design and develop service blueprints for the new service models of care that will meet the needs of the target audience.
• Conduct user research, contextual inquiry and ethnographic research to uncover customer needs and motivations.
• Design and facilitate co-design workshops for brainstorming & ideation and synthesise and map the insights to guide service program development and delivery.
• Apply systems thinking and analysis to solve complex problems in a complex space.
• Map the end user touchpoints and connections to support the delivery of new mental health services, tools and interventions.
• Apply HCD, Lean and agile delivery methods to test ideas and initiatives with target customers and delivery partners.
• Be able to use a wide range of design software, tools and methodologies and bring your passion for learning and coaching to life.
• Bring our end user stories to life through effective visual communication and stakeholder engagement.
• Use your skills and experience to facilitate group discussions and bitesize ‘in the moment’ education and coaching sessions with internal stakeholders around the value of HCD ways of working.
• Collaborate across a broad range of people and roles within the Institute that includes researchers & other academics, technology consultants and Innovation stakeholders.
• Build partnerships with industry stakeholders and other external agencies to support the delivery of new service engagements and contracts.

About You:

1. A degree in a related field or minimum 3-4 years’ experience in a similar role.
2. Experience leading the design of customer-centric services and experiences through refining and applying service design methods to deliver the best outcome for end users.
3. Applied knowledge of qualitative, quantitative and behavioural research methods with a proven ability to scope research, lead fieldwork, conduct interviews, perform desktop research, lead synthesis and communicate findings to stakeholders.
4. Highly developed interpersonal and communication skills with the ability to positively influence outcomes, develop and maintain productive working relationships and resolve conflict.
5. Demonstrated ability to collaborate with multiple teams to define key aspects of a proposed user experience, its’ evolution across a multi-channel digital ecosystem, and how it meets the user and organisational needs.
6. Experience in preparation and facilitation of collaborative workshops and co-design sessions.
7. Demonstrated capacity to analyse and solve complex human problems using curiosity, empathy, innovation practices and data.
8. Confident in using remote collaboration tools such as Mural as well as Journey Mapping tools, Adobe suite, Microsoft, Confluence and Jira.

1. Experience running remote research and workshops
2. Experience in field of Healthcare ideal but not essential.
3. Desire to work for the Not for Profit or For Purpose space.