Lead User Researcher

Job Number: EXT-EL-2024-412
Classification: Executive Level 1
Salary Range: $114,128 - $126,462 +15.4% Superannuation
Job Type: Ongoing,Non-ongoing
Employment Type: Full-time
Group/Division/Branch: Service Delivery Excellence / Service Design and Face to Face Transformation / Service Design and Innovation
Location/s: ACT - Various,NSW - Various,NT - Various,QLD - Various,SA - Various,TAS - Various,VIC - Various,WA - Various
Job Description
The Service Design and Innovation Branch re-imagines and re-designs customer experiences at Services Australia. We orchestrate collaborative engagements to work the agency business teams, customers, third parties and other government agencies to address government priorities. We navigate complex system challenges through our multi-disciplinary research and design squads, to deliver design solutions that are research-based, design-led and customer focused. We also drive the customer experience (CX) capability uplift, based on human-centred design principles so all teams can understand, improve, and deliver excellent services aligned with agency priorities.
As a Lead User Researcher, you will provide professional leadership and lead significant qualitative user research projects that play a central role in driving a continued focus on improving the customer experience. You will lead project teams and work in multi-disciplinary teams to design, tailor and conduct research and analysis to generate insights and explore opportunities to influence the design and delivery of policy, products and services.
You will bring a deep understanding of the purpose and value of research practice and use this to affect customer experience improvements and sustained change, and provide advice, coaching and leadership to others across the team, branch and agency.
A Lead User Researcher has experience working in fast paced, agile conditions, applying customer-centric research techniques—often in a collaborative and virtual environment. They can manage multiple priorities and mentor others while demonstrating initiative, resilience and flexibility. They must possess high ethical and professional standards.
Work Environment
Research staff may be required to undertake research activities outside of the day-to-day work environment. Locations may include customer homes, Services Australia Service Centres, or in community organisation settings. These activities may require local and interstate travel.There is also high use of digital tools and workshop spaces.
For further information about these positions and eligibility requirements, please refer to the Job Pack attached below.
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