Northern Territory GovernmentJOB DESCRIPTIONJob Title: Senior Service DesignerClassification: Administrative and Corporate Services Band 4Position No.: 24091Job Type: Full timeDuration: OngoingBusiness Unit: Customer, Strategy and RegulationLocation: DarwinReports to: Senior Manager Customer ExperienceReports to P/No.: 24493Power and Water values diversity. Power and Water encourages people from all diversity groups to apply for vacancies.Inclusion and accommodation for people with disabilities by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this with the contact officer.For more information about applying for this position and the merit process, click here.Applications must include a one-page summary about you, a detailed resume, and copies of all relevant tertiary qualifications listed in your application.PRIMARY OBJECTIVEDeliver a range of expert customer-focused designs and digital user experiences that meet Power and Water's strategic objectives and goals. Apply a deep understanding of design thinking, bringing together user research, interactive design, architecture, and emerging technologies to create innovative, sustainable experiences supporting high-value products and services.KEY RESPONSIBILITIESLead and facilitate Human-Centered Design (HCD) research and design processes, contributing to the development of products and services that meet user needs and drive digital transformation initiatives.Collaborate cross-functionally in the co-design of end-to-end products and services, engaging in activities from initial discovery and ideation to delivery, maintenance, and continuous improvement phases.Conduct advanced synthesis, analysis, prioritization, and alignment activities with the business and customers, leveraging insights from user research data, analytics, and business requirements to inform decision-making.Craft contemporary, sustainable products and services that adhere to web accessibility standards and integrate emerging technologies to enhance overall customer experiences.Prioritize accessibility and inclusion in design processes, ensuring optimal experiences for all users and compliance with the latest accessibility standards.Develop and maintain comprehensive documentation, including service blueprints, user journeys, and hybrid maps, to effectively articulate the service environment and proposed designs.Serve as a communication bridge between design team members, development teams, and other departments to facilitate seamless collaboration and alignment.Participate in initiatives aimed at enhancing service design and process alignment within the organization.Organize and lead workshops and interviews involving diverse internal and external stakeholders to gather insights and foster collaboration.Translate identified business requirements into clear problem statements and tangible outcomes for design projects.Drive design projects from concept to delivery, evaluating them through desirability, feasibility, and viability to ensure alignment with customer needs and business goals.Design and implement strategies to enhance customer experience at key service points, integrating them into existing procedures and systems for seamless customer interactions.Develop tools to effectively communicate insights to stakeholders of varying seniority levels, facilitating evidence-based decision-making for workflow and technology changes.Provide advice and guidance to the business on developing in-house human-centered design capabilities and executing design projects effectively.COMPETENCY PROFILE"HOW" to do it (Manager of Team profile - refer to Power and Water's Behavioural Competency Guide)Builds effective teams by applying diverse skills and perspectives to achieve common goals.LAST UPDATED: September 2024AT POWER AND WATER:Courage: Stepping up to address difficult issues, saying what needs to be said.Cultivates innovation: Creating new and better ways for the organization to be successful.Customer focus: Building strong customer relationships and delivering customer-centric solutions.Directs work: Providing direction, delegating, and removing obstacles to get work done.Interpersonal acumen: Relating openly and comfortably with diverse groups of people.Plans and aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.Resourcefulness: Securing and deploying resources effectively and efficiently.MANAGEMENT RESPONSIBILITIESNo. of Direct Reports: 2No. of Indirect Reports: 0Key Interactions: External Stakeholders, Executive Leadership Team, Senior Leader Group, All Employees, External Customers.COMPLIANCEActively align, support and promote Power and Water's Values and support building a constructive workplace culture that celebrates achievement through its people.Carry out duties in accordance with Power and Water's Safety and Environmental policies and procedures, working towards our goal of Zero Harm.Ensure all activities undertaken as a Power and Water employee comply with Power and Water's Code of Conduct, Management Standards and Procedures, relevant Acts, legal demands and that you manage all of your activities and responsibilities within the Power and Water risk management framework.Pass a job-specific pre-employment medical (if applicable).SELECTION CRITERIAQualification and Skills ExperienceEssential:Strong leadership, relationship management, and interpersonal skills with the ability to tailor communications and approaches to specific stakeholders.A minimum of 7 years' experience working as a Service Designer or UX Designer.Good knowledge of service design delivery processes, Human-Centered Design principles, and emerging technologies.Demonstrated understanding of end-to-end technology delivery covering discovery, design, build, testing, and rollout.Proven capability in planning, facilitating, and documenting user interviews and advanced user research techniques.Demonstrated track record in developing and implementing strategic, sustainable service design initiatives.Demonstrated ability to compose and manage service design artifacts for each phase of the service design delivery process.Demonstrated capability to communicate persuasively, negotiate outcomes, and manage intricate stakeholder relationships.Strong communication proficiency, including the ability to translate between business and technical languages.Desirable:Tertiary qualification in Service Design, Interaction Design, Graphic Design, Industrial Design, Information Science, Human-Computer Interaction, or equivalent practical experience.A portfolio demonstrating in-depth knowledge and experience of service design and/or UX design projects across varied users, business problems, and digital channels.FURTHER INFORMATIONContact Trude Blizzard on 08 898 45150 for further information about the position.Information about Power and Water Corporation may be viewed at powerwater.com.au.The total remuneration package amounts published for this position include base salary, superannuation and annual leave loading and the value of an extra week's annual leave.Apply Online: https://jobs.nt.gov.au/Home/JobDetails?rtfId=305671Vacancy Closes: 06/10/2024Rachael GarriganGeneral Manager Customer Experience and Operations
#J-18808-Ljbffr
