We are hiring for a Lead Service Designer for one of our Federal Clients.
Role: Lead Service Designer
Location of work: Canberra
Contract duration: 12 months + 6 months extension.
Security clearance: Australian Citizen with Baseline Clearance
The Senior Service Designer will support a newly formed Service Design Team by mentoring in the end-to-end process. Showing how to go from primary research to finding a vision, conceptual design, stakeholder buy-in, and product delivery.
The Senior Service Designer will provide input into the Channel Management Strategy and the way Australian citizens will access APO services into the future. The Senior Service Designer will provide service design support services across multiple APO projects and programs, mapping the current customer and staff experience to allow PSM to define the gap between the service being provided now, the way APO wishes to provide services into the future, and how to fill that gap.
Essential Criteria: Experience in the use of Adobe, Axure, Photoshop (or similar), and Miro . Demonstrated experience and strong understanding of user research methodologies. A strong understanding of conceptual design and innovation and demonstrated experience applying this in a digital and future-focused context. Strong understanding and experience with emerging technologies used to deliver services in both digital and staff-assisted channels. Demonstrated experience in the practical application of user research findings to drive service delivery outcomes. Demonstrated ability to grow capability and impact positively on the service delivery culture. Confident presentation and speaking style with the ability to hold the attention of staff, stakeholders, and executives. Desirable: Preferred experience applying service design concepts in a government service delivery context. Experience in managing and growing design teams using public service staff who may not have prior public service-specific design training. If you are interested, you may send an email to for more information.
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