Service Designer

Job description

• Federal Government opportunity in Newcastle Location
• 12-month contract with extension.

The Role

The APS6 and EL1 Service Designer is accountable under broad direction to undertake complex work that delivers quality outcomes across the functions of client's frontline Service Delivery Operations. The role requires providing leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the work area.

APS6 Service Designer:  Contract rate: $60.26 per hour +Super

Responsibilities of the role include but are not limited to:

• Researching and identifying insights contributing to client's frontline Service Delivery of information.
• Co-creating and documenting current state service through design and research, to identify current participant and staff experience and business processes.
• Co-creating and co-facilitating process design improvements.
• Advocating for the voice and experience of participants and stakeholders through work processes.
• Co-facilitating design-thinking sessions with service users to design and test future service processes, channel, and experiences.
• Applying in-depth knowledge of the role and related functions impacts across work areas.
• Overseeing end-to-end service experiences in line with the Digital Service Standard.
• Contributing to the evaluation of proposed solutions and design at both a conceptual and tactical level.
• Assisting management with the use of system tools and other duties as required.

EL1 Service Designer: EL1 Level rate : $602.55 per day + Super

Responsibilities may include but are not limited to:

• Leading, researching, and identifying insights contributing to client's frontline Service Delivery understanding of information.
• Overseeing, creating, and documenting current state service through design and research, to identify current participant and staff experience and business processes.
• Leading and managing process design improvements.
• Advocating for the voice and experience of participants and stakeholders through work processes.
• Leading and facilitating design-thinking sessions with service users to design and test future service processes, channel, and experiences.
• Overseeing end-to-end service experiences in line with the Digital Service Standard.
• Evaluating proposed solutions and design at both a conceptual and tactical level.
• Providing guidance, coaching team members, and meeting the needs of service users with quality deliverables.

Skills to Have for the role:

• Visual design: Proficiency in visual design principles to create aesthetically pleasing designs.
• Cross-functional collaboration: Ability to collaborate effectively with other team members and stakeholders.
• Agile Methodologies: Familiarity with agile methodologies like Agile or Kanban.
• Human-centred design: Proficiency in designing services and experiences that prioritise the needs and preferences of end users.
• User research: Ability to conduct both primary and secondary research, including developing research plans and guides, conducting user research including interviews, surveys, and workshops to gain insights into user pain points and opportunities.
• Persona development: Creating user personas to represent different user groups and their characteristics.
• Journey mapping: Skill in creating user journey maps to visualise and improve the user experience.
• Service blueprinting: Proficiency in service blueprinting to define and map out service processes and enablers.
• Co-Design and Facilitation: Ability to lead co-design sessions with stakeholders and users to gather input and ideas.

To Apply:

In order to be considered for this role. Applicants must be an Australian Citizen and are required to undergo the Australian National Police Checks. If you are ready to take on a rewarding challenge, and contribute to the success of this organisation, we encourage you to click on "apply now" button with your updated CV in MS Word, with a Cover Letter attached. Feel free to reach me directly at mmutyam@dfp.com.au / 02 9600 3674.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.