Service Designer - Federal Government (APS6)

Project overview

Our client is a large values-focused Federal Government Agency seeking an experienced Service Designer (APS6 level) to support the design and improvement of participant-facing services, processes and experiences.

This is a hands-on service design role working across research, co-design, journey mapping and process improvement. You'll work closely with participants, staff and stakeholders to understand current experiences, identify pain points and design practical future-state services that improve outcomes.

Responsibilities

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Reece Prideaux - Talent International

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For over 30 years Talent has been redefining the contracting experience with industry leading support, exclusive contractor benefits & a world-class digital platform ENGAGE to access it all. Apply today to see how we can elevate your career

• Research participant, staff and stakeholder experiences to identify service insights and pain points.
• Map current and future-state services, customer journeys and business processes.
• Facilitate co-design workshops and design-thinking sessions.
• Develop service improvements across processes, channels and touchpoints.
• Create artefacts such as journey maps, service blueprints and process maps.
• Advocate for participant needs throughout service and process design.
• Evaluate proposed solutions and support testing and refinement.
• Work with stakeholders across policy, operations, digital and service delivery teams.
• Strong experience in service design and human-centred design.
• Experience researching and improving end-to-end services and customer journeys.
• Strong co-design, workshop facilitation and stakeholder engagement
• Ability to turn research and complex information into practical service improvements.
• Experience producing service design artefacts such as journey maps, service blueprints, personas and process maps.
• Strong communication, documentation and stakeholder influencing skills.
• Government, disability, health or human services experience highly regarded.
• Knowledge of the Digital Service Standard and multi-channel service design desirable.

Project details

Richmond or Geelong VIC

Contract: 12 months, with extension potential

Arrangement: Hybrid - 37.5hrs/week

$60.26 per hour + super

Eligibility: Australian Citizen required

Applications close: Monday 19 October

ABOUT THE ROLE:

You'll work across complex service improvement initiatives, using human-centred design methods to understand current-state experiences and shape better future-state services.

The role combines research, stakeholder engagement, co-design and service/process mapping, with a strong focus on ensuring participant and staff needs are represented throughout the design process. APS6 Service Designer (Labour H…

• Start: ASAP
• Duration: 12 Months
• Remote: hybrid
• Location: Melbourne, Australia, AU
• Rate: 60-60 EUR/h