Job Details
  • Reference367501A_1608587915
  • LocationCanberra
  • Job TypeContract
  • Postedabout 1 month 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 until June 2021, with potential extensions of 2X 12 months.

Position Overview

Our Client is seeking a Service Designer to support ongoing major projects for the Corporate and Digital Division. The Service Designer will work in collaboration with the Service Experience Section in undertaking user research, systems mapping, and design and delivery of innovative services. The Service Designer will be responsible for driving a human-centric and holistic approach to service delivery, with a focus on aligning customer, business, and technology needs to deliver effective digital services and delightful customer experiences. This is an opportunity to play an integral part in the transformation of government services to deliver fast, simple and user-centric services for government and the public.

The successful candidate will have the skills and relevant work experience to deliver design and research activities, and strong interpersonal skills with the ability to exercise initiative and sound judgement. The candidate will require the ability to work as part of a multidisciplinary agile team, and be able to communicate effectively and manage relationships with a range of internal and external stakeholders; including team members, product owners and executives.

The Service Designer will have experience in overseeing and participating in research activities, generating insights into the current state of services and the user experience, and effectively using qualitative and quantitative data to drive improvements. They will be experienced in generating journey maps, service blueprints, service models, and clearly articulating actionable insights and opportunities for service and experience improvement.

Duties & Responsibilities:

  • Champion a customer-centric and holistic approach to service delivery with a focus on gaining a true, end-to-end understanding of services and their ecosystem, and enable meaningful service improvements and systems design.
  • Oversee discovery and user research activities to understand the current state of services and identify user needs and pain-points; undertaking a range of quantitative and qualitative research, and synthesising findings into practical and actionable insights.
  • Undertake strategic design and evaluation of services ensuring the business model is feasible and sustainable to achieve strategic business objectives and meeting the needs and expectations of customers.
  • Undertake research activities to identify opportunities for organisation efficiency and capability improvement and implement change management strategies to ensure adoption of desired change to processes, systems and behaviours.
  • Coordinate and facilitate co-design and collaborative workshops, to reframe problems into opportunities, generate ideas, and run design experiments (in order to validate, test, and iterate on service solutions).
  • Oversee the delivery of the customer experience across multiple services and develop guidelines, service principles and vision to ensure alignment of teams to strategic vision and ensure the delivery of a simple, seamless, and consistent customer experience.
  • Build design thinking capability into the team and organisational culture, helping the organisation see their services from a customer perspective, and enabling teams to conduct user research and design activities.
  • Track and measure service improvements to discern impact and delivery of value to customers and the organisation with an ability to instill benefits realisation activities over time.

Mandatory Requirements:

  • The successful candidate will be required to have a Baseline clearance.
  • A hands-on practitioner with demonstrated experience undertaking and overseeing research activities to map the current state of services, and the customer experience (including back end systems and processes), and effectively communicating insights through visual artefacts and story-telling.
  • An influential communicator experienced in leading co-design and collaborative workshops with various stakeholders, and a proven ability to break down barriers and effect change - facilitating consensus for decision-making, and instilling creative confidence for generation, evaluation, and refinement of diverse ideas. Outstanding oral and written communication skills are vital.
  • Experience aligning teams to strategic priorities including developing future state value propositions, business models, and service principles, and undertaking change management strategies to ensure adoption of desired processes and behaviours.
  • Demonstrated knowledge and understanding of human factors with relevant experience in Human Centred Design and managing bias within research.
  • Tertiary Qualifications in a design related discipline (User Research, Design, Psychology, Anthropology, etc.), or substantial experience and in leading, coordinating and facilitating research and design activities.
  • A demonstrated deep understanding and experience of the Service Design and Delivery Process; the Digital Service Standard; agile ways of working and scaled agile practices.
  • Experience working within an IT delivery team (Desirable)
  • Data analysis capability (Desirable)
  • Visual design or communication experience (Desirable)

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.