Lead and Senior Service Designer

Are you someone who enjoys putting users’ needs at the heart of your work?

Would you enjoy working with service designers to make ongoing improvements?

If so, this role may be perfect for you.

You will be an enthusiastic and experienced Service Designer who understands how to design services end to end and front to back. You will be confident in navigating a complex environment to drive the best outcomes for our citizens and colleagues.

With consideration for the department’s policy goals, target operating model, technology strategy and transformation objectives, you will facilitate co-creation; building consensus with stakeholders as you go. It’s a complex landscape and you’ll need to use your skills as a persuasive and engaging communicator.

Few other organisations globally can offer the same opportunity to work with cutting-edge technology at this scale and to make such a critical difference to millions of people.

You’ll join a thriving community of practice, where you’ll share best practice, insight and support with a bunch of other talented Service Designers.

• Drive the creation of high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints.

• Understand user needs and design services that support their needs.

• Demonstrate strong working knowledge of service design in practice as a recognised industry expert.

• Lead design direction based on evidence.

• Analyse research findings, data, insight gathering, critical thinking and concept generation.

• Align and lead the communication with product owners and policy colleagues to define the user journey and articulate the vision for products and services.

• Understand as-is service design and identify improvement opportunities.

• Analyse pain points within services and communicate and share design solutions that fulfil user needs and business outcomes.

Senior Service Designer:

• Understand user needs and design services that meet them and collaborate with multidisciplinary teams to understand user behaviour and feedback.

• Demonstrate good working knowledge of service design in practice.

• Analyse research findings, data, insight gathering, critical thinking and concept generation.

• Have a strong grasp of qualitative and quantitative research methods to service user needs and work with researchers to conduct these studies.

• Lead workshops to drive actionable outcomes.

• Align and support the communication with product owners and policy colleagues to define the customer journey and articulate the vision for products and services.

• Understand as-is service design and identify improvement opportunities.

• Analyse pain points within services and build design solutions that fulfil user needs and business outcomes.