Opportunity
Our Federal Client is seeking multiple talented Service Designers for 12-month initial contracts with long term potential to join Agile squads tasked with improving operational efficiencies and business process streamlining for front line staff to improve Customer Experience.
The team works to improve processes through service design, re-engineering and continuous improvement approaches, utilising service design approaches in the design and delivery of change.
Contract to be based in either Melbourne or Geelong with flexible working from home arrangements (3 days in office preferred on a case by case basis). Other locations nationally will be considered.
Key Responsibilities Lead design thinking sessions with service usersQuantitative and qualitative User Research to develop current and future-state service enhancementsIdentify current Participant and Staff experiences and business processesLead process design improvementsAdvocate voice of customer (Participant and Staff)Envision and communicate service concepts that illustrate all components and touch points of a new or enhanced service, leveraging contemporary design methods such as Human-Centred DesignJourney mapping, business process mapping, design briefs, acceptance criteria, personas Key Requirements Human-Centred DesignCo-design and facilitation, design thinkingUser Research, User Experience backgroundPersonas and journey mappingService blueprintingHighly developed ability to synthesise complex information and make decisionsStrong collaboration and ability to work in cross-functional Agile teams.State or Federal Government experience would be highly regarded, or complex large corporatePassion for the community and giving back - any experience within social services portfolios, health, aged care, NGO, or disability services highly regardedVisual design would be nice to haveQualtrics, Figma, Miro or similar - any experience working with Creately, very nice to haveLived or observed experience with disability, nice to haveAgile ways of working
Please note this is not a technology, UI/UX driven project, rather than a complete policy reform and end-to-end service redesign project with multple streams. You will be engaging closely with SME's in Policy and Business Analysts.
Salary and Benefits Melbourne (Richmond)$600 to $672 per day inc superLong-term, rolling engagementFlexible work arrangementsComplex, multi-channel environment with agile delivery structure Please note: Australian Citizenship is mandatory for this federal government agency. [email protected]