Senior Service Designer

Our client the NSW Department of Customer Service are hiring for a Senior Service Designer to join the Customer Experience Unit. In this role you will focus on efforts to improve central governance and help shape enterprise architecture in the organisation. This is an opportunity to help stand up a pilot project and then be able to apply learnings from certain projects to future cases. In this role you will need to possess high levels of process design, user research skills and digital skills to help make existing processes more frictionless.

Role Title: Senior Service Designer

Start Date: 27/06/22.

End Date: 31/03/23 - chance of extension.

Pay: $900 to $1000+ Super p.d.

Location: Eveleigh/WFH Hybrid

Description:
Key accountabilities:

• Lead and drive the development of concepts, including the definition of customer needs, task analysis and the creation of sitemaps, process/screen flows and wireframes to meet service delivery outcomes.
• Assess end-to-end customer experiences using participatory and iterative design techniques, including observational studies, customer interviews, usability testing, and other forms of qualitative and quantitative research to uncover insights to learn about user behaviour and verify design concepts.
• Give concepts meaning by visualising service concepts and creating visually compelling concept models that are fit for purpose and to expected standards.
• Build consensus between services and/or stakeholders to create a continually collaborative environment that sustains good service, resolving technical disputes with varying levels of complexity and risk, solving issues and unblocking problems to meet service delivery outcomes.
• Support and provide expert advice in the creation of services bringing together user needs, business goals and technical feasibility to ensure optimal service delivery.
• Analyse existing business properties / sites to identify overall inefficiencies and/or non-compliance and develop and implement solutions to improve business performance based on user needs, available technology, alignment with standards and value for money.
• Make complex and technical information and language simple and accessible for non-technical audiences, facilitating difficult discussions within the team or with diverse stakeholders and assisting with the management of collaborative processes across the organisation to support the delivery of services to stakeholders and customers.
• Support the implementation of service improvements by sharing best practice, coaching others, translating user stories, proposing design approaches or services to meet strategic business needs, developing and delivering user testing sessions and facilitating workshops to build capability.

Key challenges:

• Designing products that cater for the needs of users and businesses while balancing conflicting requirements.
• Managing stakeholder expectations and ensuring that the stakeholder and customer needs are effectively represented given potential conflicts and competing priorities.

About you:

• A bachelor's degree or industry experience in user experience or related fields.
• Excellent communication skills.
• An ability to work with Delivery Leads, Solution Architects and Business Analysts to a high level.
• Able to work with a high level of autonomy.
• Government experience in a similar role is seen as valued.

Candidates must be based in the Greater Sydney Area.
Candidates must be vaccinated against COVID-19.

If you feel this opportunity matches your skills and previous experiences, please apply with your CV.