Senior Service Designer

In this role, you will deliver a range of expert, customer-focused designs traversing a wide range of service offerings.   Applying a deep understanding of design thinking you will bring together research & varied design techniques to create innovative solutions to complex problems.  Your expertise in research, design, and evaluation will contribute to improving outcomes for NSW residents

• Research, identify, and analyse strategic opportunities to enhance customer experience with internal and external stakeholders.
• Lead the approach to understanding the needs and opportunities within complex customer experiences.  Develop and implement comprehensive research strategies to gather qualitative and quantitative data.  Bring together user needs, business goals, and technical feasibility to translate research findings into actionable insights and opportunities for service enhancement
• Analyse processes to identify, quantify, and prioritise the drivers of friction and provide behavioural recommendations to improve the experience
• Evaluate existing services and programs to assess effectiveness and identify areas for improvement.
• Write detailed reports and create engaging presentations to communicate insights and recommendations effectively
• Collaborate with stakeholders, including government agencies and community members, to co-design services and programs
• Lead the development of concepts. Bring concepts to life through visualisation. Test concepts & prototypes with customers.  
• Use varied techniques to understand, describe, and present problems and solutions.  Lead the delivery of journey maps; service blueprints; case studies & personas.   Perform data analysis, visualisation and storytelling
• Manage and facilitate stakeholder meetings, focus groups, and other groups as required to achieve high-quality project outcomes
• Support an environment of collaboration and capability uplift across teams by sharing best practices, training & coaching others, and developing toolkits.
• Deliver digital content solutions.   Collaborate with subject matter experts, key stakeholders, and communication teams to develop content strategies.  Monitor website performance, conduct content audits, identify content gaps, and collaborate to deliver content that meets customer needs

About you

We are looking for a passionate, highly experienced, and adaptable person with the following skills and experience: 

• Proven experience in service design, including expertise in human-centred design, research methodologies & journey mapping.
• Strong analytical skills with the ability to translate complex data into actionable insights.
• Excellent communication skills, both written and verbal, with the ability to produce high-quality reports and presentations.
• Demonstrated experience in co-design and collaboration with diverse stakeholders.
• A deep understanding of customer-centric design principles and a commitment to improving service delivery.
• Ability to work in a dynamic environment with a high degree of adaptability and empathy