Senior Service Designer Local Peoples is seeking enthusiastic and talented Senior Service Designers in the ACT, NSW, QLD to join our team as embedded members with our prestigious Government client.
Our Government client requires the services of two Senior Service Designers responsible for designing the end-to-end journey of health services based on evidence of customer needs and strategic outcomes.
The Senior Service Designer role is responsible for designing the end-to-end journey of services based on evidence of user needs and strategic outcomes.
They will drive improvements to the customer experience across the Agency's products and services through identifying gaps and opportunities for customers across all touch points within both digital and non-digital services to deliver outcomes which support the delivery of Australia's National Digital Health Strategy.
This role has autonomy and makes decisions that are under their direct control as directed by their Manager.
The role is fully accountable for the delivery of work assignments on time and to expectations in terms of quality, deliverables, and outcomes.
The expectation of the role is to submit regular reporting and other written advice with minimal input from the manager.
Roles & Responsibilities: Execution, delivery, and advocacy of best practice service design methods and processes supporting the future design of health services or improved customer experiences in existing services.
Manage the design and delivery of service design artefacts and communication material including current and future state journey maps, service blueprints, and personas ensuring a holistic approach to end-to-end service design, including customer interactions, touchpoints, digital and physical channels, operations, and technology.
Develop and manage strong stakeholder relationships and work collaboratively across the Agency to effectively deliver a customer-centric culture and enable improvements and new opportunities.
Work closely with technology, product, and business teams to identify feasible, practical, and cost-effective solutions to identified problems.
Lead and deliver workshop design and facilitation to support effective information gathering, co-creation, conceptualisation, and problem-solving activities.
Manage and deliver contextual research and insights or utilise supplied research to identify opportunities and deliver actionable recommendations in a succinct and human-centred way.
Collaborate and partner closely with Agency technology, product, and business teams to deliver service design projects and outcomes.
Continually develop and improve the team's design processes and develop new methods and tools.
Essential Skills & Experience: 5+ years' experience in human-centred design disciplines.
Tertiary qualifications in User Experience Design, Service Design, or related disciplines.
Proven experience working in Government.
Demonstrated experience designing for the health sector.
Experience working with cross-functional teams to identify problems, drive research, and pursue development activities to impactful conclusions under minimal direction.
Demonstrated experience creating inspiring customer-centred design solutions.
Demonstrated successful delivery of end-to-end service designs on specific projects from discovery and ideation to supporting production.
Demonstrated successful design of project approach and methods utilised for successful outcomes.
Strong communication, presentation, facilitation, interpersonal, and analytical skills.
Highly developed coordination and organisational skills and ability to meet deadlines.
Experience supporting complex and cross-Agency programs of work, to ensure delivery within short timeframes and changing priorities.
Ability to communicate and negotiate effectively with all team members, especially those at senior levels.
Ability to make appropriate decisions within the boundaries of this role's delegated authority.
Desirable Criteria: Experience in building and delivering customer journeys and supporting the execution of product or service delivery.
Experience in leading customer-centred design activities including customer research, problem solving, journey mapping, ideation, prototyping, and testing solutions.
Strong service design experience with a digital and/or omni-channel focus and business process transformation.
Extensive experience with process mapping and process improvement development and implementation.
Demonstrated experience in understanding, and application of, Design Thinking principles in previous roles.
Ability to translate complex data into meaningful insights and recommendations.
Demonstrated experience and strong understanding of Service Design methodology and demonstrated knowledge and application of journey mapping, gap analysis, business scenarios, and data analysis.
Residency & Clearance: Must be able to obtain Baseline Clearance.
Ability to obtain and maintain national police check.
Australian Citizen.
This role is open to ACT, NSW, QLD based applicants.
Who are Local Peoples?
Local Peoples is a strategic research and design studio based in Melbourne and Canberra.
Our mission is to design healthy, resilient, and resourceful communities.
We are proud to be a certified B-Corporation with a strong focus on our social, environmental, and economic impact.
We work across brand and digital design, place and experience design, content, and community engagement.
Our key partners include state and local government, social enterprises, universities, and large commercial organisations.
All are experiencing complex challenges right now, and we believe that design research, thinking, and delivery can help to solve these challenges and make positive change for people and the planet.
We produce , a publication and community of 100 K+, which focuses on design-led social innovation and impact.
Benefits of working with Local Peoples: We are experts in team design and augmentation - supporting with the right skills and experience at the right time.
We are leaders in the human-centred design space with diverse design skills across brand design, service design, User interface (UI) and User experience (UX) design, design research, communications, and place design.
We are a certified B-Corporation and prioritise the social, environmental, and economic impact of our work.
Our people always have the full support of the studio to call upon for design thinking, tools, and tips, so you are not just getting access to one bright mind, but a collective of many with diverse and deep experiences.
We are top-tier talent who are experienced and incredibly passionate about supporting the impact of your agency and the public sector.
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