Job Details
  • Reference397617A_1661735730
  • LocationCanberra
  • Job TypeContract
  • Postedabout 1 month ago
  • ConsultantSharrane Martin

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage a Lead Service Designer on a contract for 12 months with potential extension.

Position Overview

The Lead Service Designer role is responsible for leading the design of end-to-end journey of services based on evidence of user needs and strategic outcomes. They will identify opportunities and drive improvements to the customer experience across the Agencies products and services through identifying gaps and opportunities for customers across all touch points within both digital and non-digital services to deliver outcomes which supports the delivery of Australia's National Digital Health Strategy.

  • Lead the execution, delivery and advocacy of best practice service & strategic design methods and processes supporting the future design of health services or improved customer experiences in existing services.
  • Continually contribute to developing the team's culture, relationships, and processes. And develop new approaches, design methods and tools.
  • Manage the design and delivery of service design artefacts and artefacts including current and future state journey maps, service blueprints and personas ensuring a holistic approach to end-to-end service design, including customer interactions, touchpoints, digital and physical channels, operations, and technology.
  • Working closely with technology, product, and business teams to identify feasible, practical, and cost-effective solutions to identified problems.
  • Coordinate with the team and undertake detailed or sensitive projects that impact on the strategic, political, or operational outcomes of the agency.
  • Lead and deliver workshop design and facilitation to support effective information gathering, co-creation, conceptualisation, and problem-solving activities.
  • Execution, delivery and advocacy of best practice service design methods and processes supporting the future design of health services or improved customer experiences in existing services.
  • Manage and deliver contextual research and insights or utilise supplied research to identifying opportunities and deliver actionable recommendations in a succinct and human-centred way.
  • Ability to leverage research to conceptualise new solutions, leverage research to improve existing digital products and services, and effectively test concepts and propositions.
  • Collaborate and partner closely with Agency technology, product, and business teams to deliver service design projects and outcomes.
  • Promote the agency's business objectives through key strategic relationships with range of stakeholders.
  • Develop and manage strong stakeholder relationships and work collaboratively across the Agency to effectively deliver a customer centric culture and enable improvements and new opportunities.
  • Establish and maintain internal and external networks.
  • Represent and explain the views of the agency at cross-agency meetings and other forums.
  • Present the agency's position in the context of more complex issues.
  • Manage stakeholders through change, resolving conflict and managing sensitivities.
  • Identify new stakeholders considering future needs/direction and a changing environment


  • 5+ years experience in human-centred design methods with a focus on Service Design/ Strategic Design/ Innovation Design/ Systemic Design Research.
  • Experience in building and delivering customer journeys and supporting the execution of product or service delivery.
  • Extensive knowledge & proven management level experience in development and delivery of end-to-end customer experience strategy and execution.
  • Experience in leading customer centred design and strategy activities including customer research, problem solving, journey mapping, ideation, prototyping and testing solutions.
  • Strong service design experience with a digital and/or omni-channel focus and business process transformation.
  • Extensive experience with process mapping and process improvement development and implementation.
  • Demonstrated experience in understanding, and application of, Design Thinking principles in previous roles.
  • Ability to translate complex data into meaningful insights and recommendations.
  • Demonstrated experience and strong understanding of HCD methodology and demonstrated knowledge and application of user journey mapping, gap analysis, business scenarios, and data analysis.


Tertiary qualifications in Experience Design, Strategic Design, Business Design, Innovation or related discipline desirable.

Essential requirements

  • Leading and working with cross functional teams to identify problems, drive research, and pursue development activities to impactful conclusions under minimal direction.
  • Demonstrated successful delivery of end-to-end design on specific projects from discovery and ideation, to production.
  • Strong communication, presentation, facilitation, interpersonal and analytical skills.
  • Highly developed coordination and organisational skills and ability to meet deadlines.
  • Experience supporting complex programs of work, to ensure delivery within short timeframes and changing priorities.
  • Ability to communicate and negotiate effectively with all team members, especially those at senior levels.
  • Ability to make appropriate decisions within the boundaries of this role's delegated authority.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". One of our consultant will reach out. Alternatively, you can call Sharrane Martin on 02 6268 9726 or email for further discussion.