Service Designer
Local Peoples is seeking enthusiastic and talented Service Designer in the ACT, NSW, QLD to join our team as embedded members with our prestigious Government client.
The Senior Service Designer role is responsible for designing the end-to-end journey of health services based on evidence of customer needs and strategic outcomes.The Service Designer role is accountable under limited direction 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 Agencies 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 supports the delivery of Australia's National Digital Health Strategy.
Roles & Responsibilities:
Demonstrate best practice service design methods and processes supporting the future design of health services or improved customer experiences in existing services.
Under limited guidance, 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.
Working closely with technology, product, and business teams to identify feasible, practical and cost-effective solutions to identified problems.
Deliver and support 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 identifying opportunities and deliver actionable recommendations in a succinct and human-centered way.
Collaborate and partner closely with Agency technology, product, and business teams to deliver service design projects and outcomes.
Essential Skills & Experience:
3+ years' experience in human-centered design methods with a focus on Service Design/ Strategy/ Research.
Experience in customer-centered 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.
Experience with process mapping and process improvement development and implementation.
Demonstrated experience in understanding, and application of, Design Thinking principles in previous roles.
Experience in the health sector and/or Government contextQualifications in Human-centered Design related field would be highly regarded
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 100K+, 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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