Senior Service Designer

As a Senior Service Designer you will deliver a range of expert, customer-focused designs and experiences that meet NSW Government objectives and goals for Digital Birth Certificate and the Australian Death Notification Service.

Your background across design and research will support the delivery and iteration of two national products that solve problems for people across Australia. As the Senior Service Designer, your impact has scope to effect a high level of positive change for people across Australia who are facing challenging moments when dealing with the death of a loved one, or when engaged in the landscape of identity and accessing and using a Birth Certificate.

Some key accountabilities include: 

• Own the development of concepts, tackling the problem space to collaboratively produce solutions that solve people’s needs and problems.
• Assess end-to-end customer experiences using evaluative and generative research and producing collateral to scale design thinking cross the wider business via blueprints, journey maps, personas and research share backs.
• 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
• Apply a critical lens across value and impact to ensure the work we’re doing is delivering as robustly as possible and solving the big problems people face
• 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
• Lo-fidelity wireframing solutions and concepts as a communication and research tool to enable the wider design team.
• Facilitating large scale research and engagement across a phased pilot rollout of a product or service with multiple stakeholders and participants.

A successful candidate will have the following:

• Ability to maintain good relationships and communication with stakeholders
• Consulting and negotiating with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints, interests and sensitivity of projects
• Balancing competing demands to ensure project objectives are achieved to the required standards and within budget
• The ability to critically think about existing solutions and processes and the courage to challenge them using evidence
• Tertiary qualifications and/or industry experience in user experience or related field