Service Designer

• Contract start 27 April 2023 To 30 June 2023, 12 months extensions.
• Australian Citizen, ability to obtain Baseline Clearance, Canberra role.

• Apply expertise to enhance and improve existing software, including designing, developing, implementing and testing software systems, in line with business requirements and software development standards.

• Apply best practice service design methods and processes supporting the future design of electoral services or improved customer experiences in existing services

• Deliver and design appropriate service design artefacts and communication material as required

• Transform defined business needs into outcomes and problem statements (not technical requirements), for large scale Government applications and complex systems

• Plan and document user interviews, eliciting both high level and detailed business problems and analysing root causes

• Design and facilitate workshops and interviews that include a variety of internal and external stakeholders across all levels

• Analyse and improve user experience, taking the viewpoint of the end user

• Managing stakeholder groups to develop a partnership with the business and foster a productive working environment

• Communicate well, using professional judgement to evaluate risks and in the context of a complex and changing environment

• Perform additional duties or assume responsibility of functions as directed by the Management from time to time

• Provide analysis on complex issues and contribute to the management, preparation and coordination of policy formulation and/or project management.

• Foster a positive workplace culture

• Perform additional duties or assume responsibility of functions as directed from time to time

• The volume of duties significantly increases during an electoral period, and there may be a requirement to work outside of standard business hours during this time.

• Two plus years experience as a UX Designer, Business Analyst, Service Designer or experience in Design/Strategy/Research

• Proven ability to plan, facilitate and document user interviews to elicit high-level and detailed business problems and analysing root causes

• Demonstrated experience in the development and implementation of strategic service design

• Thorough understanding of service design process & activities and significant experience in applying human-centred design thinking

• Experience in taking the viewpoint of the user and analysing and improving a users experience or users journey when interacting with services

• Proven ability to work as part of a collaborative and highly motivated team.

• Proven ability to deliver in a project and program environment under limited guidance

• Proven ability to identify and plan capability maturity improvements and business process improvements

• Strong communication skills, with the ability to translate between business and technical terminology

• Proven ability to communicate with influence, negotiate outcomes and manage complex stakeholder relationships

• Demonstrated personal drive and integrity whilst achieving results within legislative parameters

• Experience in and desire to mentor and upskill less experienced team members

• Relevant tertiary qualifications or requisite experience

• Knowledge of, or ability to, quickly gain knowledge of Australian electoral law and practice.

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