Senior Service Design

About the job

As a Senior Service Design Consultant, you will:

• Use your user-centred mindset and principles to define, plan, and deliver impactful service design projects that improve how government services are experienced.
• Bring your analytical skills, creativity, and responsiveness to tackle complex challenges using service design and systems thinking best practices. Scope ambiguous projects and support IT, service design, and process improvement initiatives under tight timelines.
• Manage multiple projects at once, engage diverse stakeholders, and facilitate workshops with cross-functional teams. Provide expert consultation and mentorship to staff.
• Work at a fast pace with autonomy and purpose to identify opportunities, deliver tangible outcomes, and recommend innovative solutions that support change initiatives.
• Contribute to a wide range of service design and lean projects and connect with teams across the OPS.

What you bring to the team

Service Delivery and Service Design Skills

Demonstrated skills and experiences in a range of the following service design principles, tools, and methodologies:
• User needs mapping
• User research (exploratory and evaluative)
• Stakeholder mapping and systems mapping
• Personas
• Process mapping and journey mapping
• Collaborative design
• Prototyping
• Service blueprinting
• Expertise leading complex user research and service design projects, including conducting interviews, designing, and facilitating workshops.
• An understanding of key performance indicators, qualitative and quantitative measurement, and risk assessment.

Leadership, Project and Change Management Skills

you can:
• Delegate, prioritize work, and can coach and motivate others.
• Provide technical leadership to service design and technical project staff.
• Use your strong change and project management skills, including planning, resource and budget scheduling, and risk management, to lead concurrent projects
• Be proactive and use effective project management skills to maintain strategic focus and deliver multiple projects on time and with high quality.

Relationship Building and Communication Skills

you have:
• An enthusiasm for cooperativeness, co-design, and user experience outcomes.
• Strong communication and relationship building skills
• Excellent oral and written communication skills, and can prepare reports, presentations, and provide recommendations to senior management.
• Effective facilitation and presentation skills demonstrated through conducting user research, facilitating discovery workshops, and leading project status meetings and briefings.

Analytical and Design Thinking Skills

you can:
• Synthesize and analyse user research data to identify actionable insights and recommendations.
• Identify trends and potential risks such as financial, political, operational, and legal for new projects.
• Analyse and interpret business and technical requests, user research options, and identify best course of action.
• Apply a future-oriented mindset and can develop improvement opportunities through understanding current and future needs.
• Identify potential problems and develop mitigating strategies.
• Align business plan submissions and other initiatives to reflect key business directions.

Technical Knowledge and Skills

you have:
• Demonstrated knowledge of the emerging trends and developments in service delivery, digital service design and leading edge technology related to digital service design and in-person service delivery models.
• Knowledge of information management principles, database design and modelling to provide I+IT and service design advice and recommendations.
• Advanced understanding of systems analysis and design principles as related to service design requirements.