Service Designer

NSW Government & Digital Channels

• Design and develop innovative strategies in a fast paced environment
• Play a large role in driving customer focused digital user experiences
• Ongoing permanent role, based in Sydney CBD

About the team and the role

The NSW Government and Digital Channels team is responsible for core NSW Government digital channels including the NSW Government websiteand NSW Government facebook.

As the Service Designer, you will be responsible for developing and driving the design of customer focused, innovative digital user experiences that meet the user needs, the organisational outcomes, and NSW Government objectives.

You will also responsible for bringing a deep understanding of design thinking with core strengths and experience in user research, interaction design and information architecture.

Your key accountabilities include:

• Drive the key aspects of user experience, it’s evolution across a multi-channel digital ecosystem, and how it reconciles business and user needs
• Create concept models based on evidence of user needs to meet organisational outcomes
• Contribute to the development of design concepts and sitemaps, including process/screen flows and wireframes to inform product design
• Identify opportunities to create business value and improve the user experience (based on user research, heuristics and best practice)
• Prepare workshops to communicate key themes, from stakeholder interviews and inception workshops, to achieve alignment on key success factors
• Develop user journey maps derived from personas/behavioral segments to ensure that scenarios respond to key user needs and highlight business opportunities

Key Skills and Experience to be successful

• Appropriate tertiary qualifications or demonstrated, equivalent, relevant professional industry experience in User Experience.
• Experience in leading independent research on multiple aspects of how users engage with products and experiences
• Experience in support or conduct the collection and analyses of user behaviour via qualitative and quantitative methods, such as usability studies, interviews, surveys, customer journey maps and service blueprints
• Experience integrating user research into product designs and design practices

Why Department of Customer Service 

The Department of Customer Service (DCS) is the newest agency in NSW Government. We are a central agency of Government, comprised of agencies and business units that deliver regulatory and other services to the people of NSW and across the NSW Government.   We are committed to championing the interests and perspectives of NSW citizens to deliver better customer service outcomes.

Take a look at the Department of Customer Service website at https://www.linkedin.com/company/nswcustomerservice/about/ to learn more about us:   In addition, see why you should work for NSW at http://iworkfor.nsw.gov.au/why-work-for-nsw

How to Apply 

Department of Customer Service is a diverse organisation that values excellence in service, integrity, accountability and trust. We look forward tobuilding an even more diverse organisation and encourage applications from Aboriginal and Torres Strait Islanders people, people from diverse cultural backgrounds and people with disability.

To apply for this role please got to www.iworkfor.nsw.gov.au and click the Apply Online button

Your application should include a cover letter of no more than 2 pages, and an up-to-date resume of no more than five pages which clearly details your skills and experience as relevant to this role. Applicants invited for interview will be required to complete additional assessments. There are no selection criteria to be addressed.

Please note a talent pool may be created for future ongoing and temporary opportunities valid for 18 months

Working at Department of Customer Service

The Department of Customer Service is a great place to work! Our values of accountability, trust, service and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Salary Grade 7/8, with the base salary for this role starting at $97,152 – $107,541 base plus superannuation

Click Here to access the Role Description. For enquires relating to recruitment please contact Ward Young via ward.young1@customerservice.nsw.gov.au

Closing Date: 23 May @ 9:59 am 

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment.

If you do require an adjustment during the recruitment process, please notify us on your application form.