Aps6 Senior Service Designer

About the Organization:
This leading Federal government agency provide guidance and policy advise to all individuals, community, and families in Australia through the delivery of high quality accessible social, health and child support services and other payments.
About the role:
The APS6 Service Designer research, develop, prototype and test service designs to ensure that services are designed in a way that creates optimal user and staff experience, and delivers business outcomes. The APS6 Service Designers ensure the end-to-end experience is designed to meet the needs of users, reduce or solve pain points and creates a consistent experience across all channels and touchpoints.
The APS6 Senior Service Designer will be a strong advocate for improving services. You will understand customer and staff needs, explore opportunities to improve services and influence the delivery of government services from policy through to delivery, keeping the customer front and centre.
The APS6 Senior Service Designer will work under limited direction of senior staff. You exercise initiative and make decisions based on judgement, skills and knowledge.
Responsibilities may include but are not limited to:

• Lead the development of service design artefacts, including current state journey maps and service blueprints, future state maps, discovery reports and presentations.
• Lead the design of, and conduct user research, observations, data analysis and usability/prototype testing.
• Use storytelling and visualisation to bring presentations and reports to life.
• Lead the design of concepts and prototyping, including testing and refinement.
• Manage the design and facilitation of workshops, including project kick-off meetings, ideation and concept creation and prioritisation activities and strategic planning workshop.
• Advocate for and participate in user research to design effective and accessible services and in line with the agency principles of simple, helpful, respectful and transparent.
• Develop and manage service design plans.
• Communicate the high-level service design process, testing objectives, risks and benefits to project partners, stakeholders and the project team.
• Build and maintain stakeholder relationships to achieve strategic objectives.
• Manage collaboration across the agency to create service design advocacy and capability uplift.

MANDATORY

• Extensive experience working in a similar role under Australian rules and regulations.
• Excellent written and oral communication skills, and proficiency in the use of IT systems including Microsoft Office.
• Demonstrated commitment to ongoing professional development.
• Current Police Check, o ability to obtain one.

Ability to:

• Champion a human-centred design mindset
• Embrace an agile mindset to work in or with multi-disciplinary teams
• Think strategically and align operational activity accordingly
• Collaborate, influence and negotiate with stakeholders to achieve optimal outcomes
• Make decisions based on professional judgement, risk evaluation and in the context of the environment
• Plan strategically and prioritise workload for self and teams to accomplish business outcomes
• Understand the audience and context and effectively tailor communication and communication styles.

Extensive knowledge and understanding of:

• Human centred design methodologies and practices
• Customer centric frameworks and methodologies used in the agency including the Customer Experience Management Framework
• Service design methodology
• Relevant government service design standards and frameworks

What you will bring to the role:

• Strong communication and interpersonal skills.
• Experience in building relationships both with internal and external stakeholders.
• Ability to work within and across teams, the ability to adapt quickly to a changing environment
• Ability to manage confidential and sensitive information.
• Ability to prioritise and allocate tasks in an efficient manner while also maintaining high work standards and accuracy.

How to apply:
Chandler Macleod is an equal opportunity employer as part of our commitment to creating a diverse and inclusive workplace, Aboriginal and Torres Strait Islander people, disability and culturally and linguistics candidates are also encouraged to apply.
Mandatory: Australian Citizenship required to work within Federal Government.
Please click 'APPLY” to upload your details and resume to be considered for this role. You can also send in your resumes directly to Claudia Leiva at claudia.leiva@chandlermacleod.com to be considered for this opportunity.
Applications close 15.00 PM AEST, 16th January 2024