Service Designer

Our client, the NSW Department of Education are seeking a highly capable Service Designer to work on a large-scale and highly visible program of work that focuses on the extension of school hours, being run as a pilot at 8 trial schools. In this role you will work closely with a more Strategic/Policy oriented Senior Service Designer and help ensure that each school is able to run the pilot. This will entail high amounts of stakeholder interaction with questions being conducted in a qualitative manner in order to ensure any obstacles are identified.

Role Title: Service Designer

Start Date: ASAP

End Date: 6 month contract with a possible extension afterwards.

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

Location: Parramatta/WFH Hybrid

Description:

Key Responsibilities:

• Leverage an understanding of human-centered design (HCD) techniques to investigate and uncover issues, collaborating with teams across different units as well as external stakeholders and technical SMEs, and to develop solutions and collaborate on opportunities to develop innovative and improved educational services and experiences.
• Provide advice and liaise with stakeholders across the organisation to identify and develop an in-depth understanding of recurrent problems and priorities to inform the development and delivery of innovative service and experience design plans and project requirements, which are feasible and viable, that result in creative solutions that are aligned with the wider Department strategy as well as State and National policy.
• Manage the development and implementation of a range of projects, including scoping, planning and managing innovation initiatives to inform systemic design, using human-centred design and agile delivery approach, managing resources, identifying and addressing risks and issues, and assessing project progress and effectiveness to ensure project outcomes are achieved on time, on budget and within agreed scope.
• Develop technical plans to coordinate and undertake the gathering, collation and analysis of data and information from multiple sources to identify and test insights that provide an in-depth understanding of the problems and issues being investigated, to measure the impact of potential solutions to inform decision-making, and ensure programs of work address the key needs to stakeholders.
• Lead and undertake qualitative and quantitative data analyses to advise stakeholders on key findings and insights to provide recommendations and solutions to maximise the impact of proposed initiatives.
• Design and deliver insightful and informative project content and documentation, including presentations and reports, journey maps, and personas, to ensure critical information and insights are prioritised and recommendations and solutions that maximise the impact of initiatives are highlighted.
• Develop and utilise educational materials and tools to continuously improve processes and to support service / experience design capability building within the team and across the Department.
• Contribute to the development of and foster an organisational culture which encourages and supports innovation, customer responsiveness as well as flexibility and empowerment of staff to enable the Department to meet its current and future strategic objectives.

Key challenges

• Managing consultations and negotiations with a range of stakeholders, within agreed timelines, given their varying expectations, viewpoints and interests.
• Achieving project deadlines and milestones to the required standards and within budget, given the need to simultaneously coordinate and deliver multiple projects which are often complex and interconnected.
• Maintaining currency of knowledge about innovation methodologies whilst valancing a high volume of work and competing demands.

About You:

• Demonstrated experience managing projects in a large complex organisation.
• Experience in human centred design and the development of program content.
• Excellent verbal and written communication skills to develop and coordinate the delivery of key information, through a wide range of formats and channels to stakeholders across the Department and within schools.
• An ability to work collaboratively with others is deemed of high importance.
• Knowledge of IT Systems and procurement processes is desirable.

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.