ROLE DETAILS:
Location: Richmond or Geelong VIC
Contract: 12 months, with extension potential
Arrangement: Hybrid - 37.5hrs/week
Rate: $60.26 per hour + super
Eligibility: Australian Citizen required
Applications close: Monday 19 October
ABOUT THE ROLE:
You'll work across complex service improvement initiatives, using human-centred design methods to understand current-state experiences and shape better future-state services.
The role combines research, stakeholder engagement, co-design and service/process mapping, with a strong focus on ensuring participant and staff needs are represented throughout the design process. APS6 Service Designer (Labour H…
KEY RESPONSIBILITIES:
- Research participant, staff and stakeholder experiences to identify service insights and pain points.
- Map current and future-state services, customer journeys and business processes.
- Facilitate co-design workshops and design-thinking sessions.
- Develop service improvements across processes, channels and touchpoints.
- Create artefacts such as journey maps, service blueprints and process maps.
- Advocate for participant needs throughout service and process design.
- Evaluate proposed solutions and support testing and refinement.
- Work with stakeholders across policy, operations, digital and service delivery teams.
SELECTION CRITERIA:
- Strong experience in service design and human-centred design.
- Experience researching and improving end-to-end services and customer journeys.
- Strong co-design, workshop facilitation and stakeholder engagement
- Ability to turn research and complex information into practical service improvements.
- Experience producing service design artefacts such as journey maps, service blueprints, personas and process maps.
- Strong communication, documentation and stakeholder influencing skills.
- Government, disability, health or human services experience highly regarded.
- Knowledge of the Digital Service Standard and multi-channel service design desirable.
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