Employment TypeOngoing (Permanent), Full-timeContact OfficerPaul Greaves on 0414242798, or ****** close on 03/10/2024 at 11:59pm AEST (midnight) - Late applications will not be accepted.About our opportunityThis process is being used to fill 1 immediate vacancy. A merit pool may be established and used to fill similar vacancies for up to 18 months.About our teamImmigration | Service Design & Delivery Programs | Service Delivery Design | Research and Design ServicesResearch and Design Services enable the development of simple, clearer, usable services by applying a human-centred design approach and new ways of working. The section engages with different programs across the Immigration Group, working with them throughout the journey.We provide research and design capability to design evidence-based solutions for internal and external services. Our team guides the future design of services by understanding user needs, identifying opportunities, and designing solutions that solve the right problem.To do this, we undertake user research to:Understand user needs, pain points and the current experienceDefine the problem that needs to be solvedIdentify opportunities to improve and optimise the serviceInput into the development or enhancement of servicesGenerate, test, and validate potential concepts and solutions with users to inform future designCommunicate design outcomes that describe how users will interact with the service.Oversee and integrate service design across projectsGuide innovative business improvement strategiesSupport communication and marketing of human-centred design thinkingProvide high-level advice to business areas and project teams on their service design needs, engaging with stakeholders across various programs and Commonwealth agenciesIdentify opportunities, develop strategic communications, and implement long-term improvements in business processes and service delivery.Duties and responsibilitiesSpecific duties for the Strategic Design Lead (but not limited to):Develop innovative business development and communication strategies to promote and embed human-centred and evidence-based design practices.Lead a collaborative process to support the design or re-design of departmental services, including business processes, organisation structure, and workforce capabilities and roles.Coordinate the planning and lead engagement activities with stakeholders across the Department to test and validate new and improved business processes, service delivery and operating models.Understand, translate, and communicate the strategic priorities and emerging issues across the Department and/or Portfolio into program goals, plans and activities and ensure teams are aligned with the program's objectives.Liaise with management, branch representatives and initiative-based stakeholders to develop and support strategic communication initiatives to champion and embed human-centred design.Provide advice and support to the branch executive on a range of issues, service design projects, strategic business planning and branch/section initiatives.Manage business and risk planning, including identifying, investigating, analysing and/or mitigating potential risks to program integrity, initiating appropriate action, or escalating if necessary.Effectively lead and manage staff by setting clear objectives, work plans and performance expectations. Build capability in a team environment through coaching others, providing performance feedback, conflict resolution and encouraging career development.Additional informationKnowledge and experience using a range of quantitative and qualitative research methods, turning research data into clear findings to inform decisions, compiling research into reports, and communicating insights.Strong collaboration skills and an ability to establish and manage internal and external stakeholder relationships, display resilience and develop productive working relationships.Ability to manage and escalate sensitive issues in a high-pressure environment.Excellent written and oral communication skills, and the ability to develop communication across a range of channels and respond clearly, comprehensively, and quickly to urgent requests.Ability to craft compelling narratives that communicate the value of human-centred design and its strategic importance to business outcomes.A willingness to prepare and deliver presentations on human-centred design to varied audiences.Ability to work with minimal supervision and prioritise competing workloads to respond within allocated timeframe.Ability to think critically, analyse problems and exercise sound judgment to resolve high-risk and/or sensitive issues.Exemplify a high level of personal integrity, be a team player, and lead through consultation and engagement.Portray a high level of initiative, flexibility, and resourcefulness.Pursue and maintain effective relationships with stakeholders and clients to build professional networks.Ability to apply integrative thinking to identify and address gaps in processes and escalate sensitivities and/or risks where required.Experience in service design, communications, human-centred design and/or change management is highly desirable.How to applySubmit your application and CV through the Home Affairs' recruitment system (ourPeople) before the closing date on 03/10/2024 at 11:59pm (midnight) AEST – Late applications will not be accepted.As part of your application, you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining:How your skills, knowledge, and experience will be relevant to this roleWhy you are interested in the role and what you can offer usAny specific examples or achievements that demonstrate your ability to perform the role.Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 134500 in the document footer.To be eligible for the position you must be an Australian Citizen.The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance and an Employment Suitability Clearance (ESC).Diversity and inclusionThe Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.Technical assistanceFor technical enquiries please call or email for assistance:Phone: 1300 793 883 (within Australia) or +61 2 6196 0444 (outside of Australia)Please include any applicable screen captures, a response will be provided during business hours.NotesThe Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position.The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.The Department of Home Affairs acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to all Aboriginal and Torres Strait Islander peoples, their cultures and to their elders past, present and emerging.
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