Service Designer Digital Marketing

Opportunity

Our Federal Client is seeking a talented Senior Service Designer for 12-month initial contract with long term potential in Richmond or Geelong. You will join the Communications team and lead a project to improve digital communications for accessibility. This is part of a 5-year reform program driven by changes in legislation impacting people, process and technology – and drive to improve customer experience pathways.

You will have the opportunity to join the Service Design Community of Practice (CoP) which meets fortnightly to support Service Designers, share knowledge, and drive improvements.

The team is utilising service design approaches like Co-Design, Double Diamond, HCD and Design Thinking.

Salary And Benefits

• Melbourne (Richmond) or Geelong location, other locations nationally will be considered
• $600 to $675 per day inc super
• Long-term, rolling engagement
• Flexible work arrangements (2 days in office)
  
  

Key Responsibilities

• Lead a service design project to improve participant digital communications (email, text etc) with focus on accessibility
• Create the current state blueprint for digital communications
• Collaborate with multiple internal and external groups leading design thinking sessions to produce the future-state
• Quantitative and qualitative research and focus groups
• Collaboratively work on the execution of a road map of design-led initiatives that will enable the service outcomes of the program, including the research, analysis and identification of service challenges and opportunities, envisioning new service concepts and planning a program of work
• Envision and communicate service concepts that illustrate all components and touch points of a new or enhanced service, leveraging contemporary design methods such as Human-Centred Design
• Journey mapping, business process mapping, design briefs, acceptance criteria, personas
• Co-Design and facilitation with internal staff, external Participant and Community Groups, Partners and NFP’s and both federal and state government departments
• Blue-sky thinking and approach to defining future state
  
  

Key Requirements

• Extensive practical Service Design experience, not just theoretical in complex customer environments
• Understanding of Double Diamond, Co-Design, HCD and qualifications in design
• Blue-sky thinking, unpack problems using quantitative and qualitative research
• Experience leading service design projects
• Government, health, disability, health insurance, superannuation, social services, education or blend of consulting and client side
• Flexible and ability to work in ambiguity and change
• Advocate for Participants and Accessibility
• Preference for observed or lived experience with disability or values alignment – identify/experience with a social cause
• Good project governance
• Tools – JIRA, Sharepoint, Powerpoint and design and research tools like Qualtrics, Miro or Creately
• Please note: Australian Citizenship is mandatory for this federal government agency.
  
  

Apply

[email protected] // 0408 388 680