Opportunity/role
Our federal government client is seeking a talented EL1 level Service Designer for a long term contract with long term potential to work with Agile squads across multiple internal branches. You will be tasked with designing and improving customer outcomes and experiences through the improvement of operational and business processes and capabilities.

Key Responsibilities

• Research and identify insights, creating a common understanding
• Co-create and document current state service through design research, to identify current participant and staff experience, and business processes
• Co-create and facilitate process design improvements
• Advocate for the voice and experience of participants and stakeholders
• Facilitate design-thinking sessions with service users to design and test the future service (processes, channels, experiences)
• Understand the complex Agency eco-system and change impacts
• Ensuring that the end-to-end service experience is based around participant and staff need, in line with the Digital Service Standard and is consistent for all users across different touchpoints
• Evaluating the effectiveness of proposed solutions and design at both a conceptual and tactical level
• Provide assistance to the Product Owner with the use of system tools and other duties as required

Key Skills/Requirements

• Experience in working in multi-disciplinary agile teams across varied skillsets on large projects
• Experience in service design including developing service design artefacts
• Capacity to drive Human Centred Design-led thinking
• Qualitative and quantitative research capability, synthesis, and creative skills to solve complex problems
• Ability to work independently in a changing and ambiguous environment, and within constraints of working in a government organisation
• Strong kills in stakeholder engagement, communication and negotiation
• Ability to assess change impacts to customers and/or stakeholders
• Knowledge and experience in Agile, with the ability to work in a low-maturity agile environment
• Preferable to have prior knowledge and experience in disability, social services or public sector
• Demonstrated experience with Jira and Confluence or similar project management tools will be advantageous

Salary and Benefits

• $602.55 per day + 11% superannuation
• Melbourne (Richmond) or Geelong location
• 12 month initial contract, Long-term, rolling engagement
• Flexible work arrangements and policies, 7.5 hour days, 2 days work-from-home per week
• Complex, multi-channel environment with agile delivery structure

Please note: Australian Citizenship is mandatory for this federal government agency.

Apply
Submit your resume ASAP, or for further information please contact jarrodd.edwards@talentinternational.com // 0438 661 623

About Us: we are committed to creating services that enhance the lives of citizens across the nation. We believe in a human-centered and user-centric approach to service design, and we are dedicated to improving user experiences through research, innovation, and collaboration.

Job Description: As a Service Design Lead, you will play a pivotal role in shaping the future of government services in Australia. Your responsibilities will include:

• Planning, leading, and overseeing end-to-end service design projects, from research and ideation to concept development and implementation.
• Collaborating closely with cross-functional teams, including project managers, researchers, designers, and developers, to identify user needs, pain points, and opportunities for service improvement.
• Conducting comprehensive user research using a variety of methodologies such as interviews, surveys, and usability testing to gain deep insights into user behaviors, motivations, and pain points.

Mandatory Skills:

• Leading end-to-end service design projects, encompassing user research, ideation, prototyping, and implementation.

Good to Have Skills:

• Deep understanding of service design principles.
• Extensive experience in government projects.
• Proven track record of delivering successful outcomes that positively impact citizens’ lives.

Why Join Us:

• Make a Difference: Your work will directly impact the lives of millions of Australians, improving their access to essential government services.
• Collaborative Environment: Join a diverse and dynamic team of experts who are passionate about innovation and service excellence.
• Flexibility: We offer flexible work options that promote work-life balance.
• Professional Growth: Continuous learning and development opportunities are at the heart of our agency’s culture.

Apply now to secure an interview or call Luther Borgas on 03 9236 7755

• 9 month Contract | Possible extension
• Flexible WFH arrangement | Not fully remote
• Paying up too $760 inc super P.D

The role:

The Queensland Government Customer and Digital Group leads and drives a more digital enabled and responsive government, whilst facilitating simple and effective access to services for all Queenslanders. We provide digital, strategic and service delivery leadership and capability to enable more responsive service across the Queensland Government.
This role presents an exciting opportunity to shape and deliver a wide range of Customer and Digital Group priorities (transformational, operational and enabling).

What we are looking for:

As the Customer Experience Design Lead, you will be responsible for creating an engaging, inclusive, accessible and measurable digital experiences for Queenslanders.

• Work collaboratively within a cross functional team to design digital solutions with a focus on user experience, consistency, accessibility, performance, and scalability.
• Design and facilitate customer and stakeholder workshops and co-design sessions to support a full product or service life cycle.
• Apply specialist skills and knowledge of human-centred design processes and practices to define target customer persona’s, identify problems or opportunities to improve customer experience, and co-design innovative solutions which can drive change.
• Lead and facilitate a life events approach across Queensland Government, including collaboration in national programs of work.
• Conduct primary research in the form of user research, user testing and customer interviews.
• Analyse customer research from primary and secondary sources to produce accurate and validated reports, journey maps, personas, product development plans, and synergised recommendations.
• Employ user-centred design techniques to develop site maps, flow diagrams, information architecture, wireframes, prototypes (high and low fidelity), and digital copy based on user research and insights to support the user experience.
• Use existing design patterns, components and features to prototype new digital functionality.
• Work within a cross functional team to contribute to the agile delivery of digital products from concept development through to successful delivery and implementation, including working with delivery managers, business analysts, developers and testers to plan sprints and develop requirements and user stories based on user needs.
• Work with stakeholders to build human-centred design and customer experience capabilities across Queensland Government.

If you are interested in the role please apply below, alternatively you can phone Ziomi Warchalowski on 0475092132 for a confidential chat.

• 6 month contract || 2x 6 month optional extensions
• Federal Government Department
• Flexible WFH arrangement ( Not fully remote )

About The Team:

The Strategy, Design and Architecture branch sets the future direction for architecture and technology from within the Enterprise Solutions and Technology portfolio. We architect, design and assure solutions that support evolving data-led and digital services; present and future requirements. We understand new change initiatives, reduce complexities, develop practical IT solutions, and support the IT Portfolio to enable strategic and data-driven decision making.

About The Role:

We are seeking an experienced information designer to join our branch and be the lead for a developing a range of design products including strategies, presentations and visual documentations to support the Strategy, Design and Architecture branch.

Our ideal candidate will have the ability to take complex information and create presentations and documentation that makes the narrative easily consumable for the target audience. They will present information in a way that fosters an efficient and effective understanding of the information. The intended audience of these products will be executive and corporate level.

Please ensure a portfolio of work or examples of complex messaging being presented into visually consumable documentation is included as part of your application.

Our Ideal Job Seeker:

• Demonstrated experience as a visual storyteller in a corporate or government environment
• Translate client business requirements, user needs, technical requirements into designs that are visually enticing, easy to use, and emotionally engaging.
• Ability to extract a brief from a range of stakeholders and prepare work by gathering information and materials
• Generate clear ideas, concepts and designs of creative assets from beginning to end
• Outstanding portfolio of corporate design work (portfolio of work must be submitted as part of application)
• Be a critical thinker with strong problem-solving skills
• Exceptional time management and communications skills
• Able to work effectively in a fast-paced environment with the capacity to manage shifting priorities
• Strong conceptual thinking and design skills with great attention to detail
• Organisational skills with ability to multi-task, prioritise assignments, and meet tight deadlines

Other Requirements:

• Work independently and as part of a team to design visual products within timeframes, using creative design tools and techniques
• Apply Design Thinking skills, design methodology and industry best practice to achieve innovative graphic design solutions for stakeholders
• Assist in the design and facilitation of stakeholder conversations including application of design principles which clarify expectations and achieve outcomes
• Build and maintain effective relationships with a range of stakeholders to achieve business outcomes
• Tailor communication style and language according to the audiences level of knowledge, skill and experience in order to obtain and exchange information
• Actively seek and manage outcomes of feedback from stakeholders, gauging their satisfaction to improve design products developed
• Contribute design knowledge and expertise to resolve problems, identify alternative courses of action, or new ideas, and their implications

If you are interested in this role please apply below, alternatively you can contact Ziomi Warchalowski on 0475092132 for a confidential chat.