Job Details
  • Reference383265A_1637126780
  • LocationCanberra
  • Job TypeContract
  • Posted21 days ago
  • ConsultantNeville Smith

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 Service Designer on a contract for 12 months with potential extension of 12 months.

About the Role:

The Service Designer role is responsible for designing the end-to-end journey of health services based on evidence of customer needs and strategic outcomes. They will drive improvements and new designs to ensure a quality customer experience across the Agency's products and services, and the wider Health eco-system.

This role will identify gaps and surfacing opportunities across all touch points to deliver outcomes to support the delivery of agency strategy and achieve better health outcomes for all Australians through digital health enablement.

Key accountabilities:

  • 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 the design and delivery of service design artefacts and communication material including current and future state journey maps, service blueprints and personas ensuring a wholistic approach to end-to-end service design, including customer interactions, touchpoints, digital and physical channels, operations, and technology.
  • 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.
  • Working closely with technology, product, and business teams to identify feasible, practical and cost-effective solutions to identified problems.
  • Lead and deliver workshop design and facilitation to support effective information gathering, co-creation, conceptualisation, and problem-solving activities.
  • Manage and deliver contextual research and insights or utilise supplied research to identify opportunities and deliver actionable recommendations in a succinct and human-centred way.
  • Collaborate and partner closely with Agency technology, product, and business teams to deliver service design projects and outcomes.

Key challenges:

  • Co-ordinating diverse stakeholders across the Agency, within agreed timelines and varying expectations, viewpoints, interests and sensitivity of projects.
  • Ability to navigate and manage complex project requirements and timelines.
  • Balancing competing demands to ensure project objectives are achieved to the required standards and within budget.
  • Co-ordinating teams where team members are not dedicated resources or may have dual reporting lines and therefore have competing priorities.

Skills & Knowledge:

  • Ability to plan and deliver verbal and written communications that are impactful and persuasive to the intended audience.
  • Ability to influence others, particularly in gaining support for ideas, proposals, projects and solutions.
  • Experience in defining experiences aligned to strategic objectives.
  • Experience working strategically, consultatively and collaboratively with senior team members, and a demonstrated ability to manage complex stakeholder relationships, both internally and externally.
  • Demonstrated innovation in the application of technology solutions for complex business problems
  • Able to make recommendations about the collection and interpretation of data, and identifying patterns and trends in data sets.
  • Broad experience in integrating user input, technical input and knowledge to achieve business outcomes.


  • 4+ years' experience in human-centred design methods with a focus on Service Design/ Strategy/ Research.
  • Tertiary qualifications in User Experience Design, Service Design or a related discipline.
  • Experience in building and delivering customer journeys and supporting the execution of product or service delivery.
  • Experience in leading customer centred design 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 Service Design methodology and demonstrated knowledge and application of journey mapping, gap analysis, business scenarios, and data analysis.
  • Experience in the health sector and equivalent size organisations will be highly regarded

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Neville Smith on 02 6268 9916 or email for further discussion.