The APS6 Service Designer is a dynamic, team-oriented position requiring expertise in service design, stakeholder engagement, and agile methodologies. The role provides a unique opportunity to contribute to large, complex projects aimed at improving services for diverse stakeholders in an evolving environment. The successful candidate will play an integral role in co-designing and improving service experiences, ensuring they are efficient, inclusive, and aligned with both user needs and organisational objectives. Please note that experience working in the disability sector or NFPs is highly desirable for this role.
This role offers considerable autonomy and responsibility, requiring strong problem-solving capabilities, stakeholder negotiation, and the ability to work across multiple teams and disciplines. As an APS6 Service Designer, you will be expected to contribute to the strategic direction of projects, applying Human Centred Design principles and using both qualitative and quantitative research techniques to inform decisions and drive innovation.
Key Responsibilities:
Co-create and document current state service experiences, identifying the pain points and opportunities for improvement for both participants and staff. Design and facilitate workshops and design-thinking sessions with service users and stakeholders to test and refine future service processes, channels, and experiences.
Research and Insights:
Conduct both qualitative and quantitative research to gather insights and data that will inform service design decisions. Synthesize findings into actionable insights to shape service improvements and the development of new service models.
Stakeholder Engagement and Communication:
Collaborate effectively with internal teams and external stakeholders to ensure service improvements are aligned with user needs and organizational goals. Provide expert advice and recommendations on service design, ensuring clear communication of complex information to stakeholders.
Human Centred Design (HCD):
Lead the application of Human Centred Design-led thinking throughout the service design process, ensuring that all design solutions are rooted in the needs and experiences of service users. Advocate for the voice of participants and other stakeholders throughout all stages of service design and delivery.
Agile and Cross-Functional Collaboration:
Work within multi-disciplinary agile teams, contributing to the iterative design process on large projects. Collaborate with colleagues from various skill sets, ensuring the smooth integration of design solutions across all workstreams.
Change Impact Assessment:
Assess the impacts of proposed service changes on customers and stakeholders, identifying potential challenges and mitigation strategies. Collaborate with teams to plan for effective implementation of changes in line with customer expectations and organizational objectives.
Service Standards and Evaluation:
Oversee end-to-end service experiences, ensuring they align with relevant service standards, including the Digital Service Standard. Contribute to the evaluation of proposed solutions, providing both conceptual and tactical-level feedback on design and implementation strategies.
Continuous Improvement:
Drive a culture of continuous improvement by contributing to post-implementation reviews and incorporating feedback into future service design processes. Maintain a focus on efficiency, user satisfaction, and sustainability in all design activities.
Leadership and Mentorship:
Support and mentor junior team members, fostering their growth in service design practices. Provide guidance on design methodologies, tools, and processes, ensuring team members develop the skills necessary for success in service design.
In summary, the APS6 Service Designer will be responsible for researching and identifying insights, co-creating and improving service processes, advocating for participants and stakeholders, and ensuring that service designs align with the Digital Service Standard, while contributing to the evaluation and implementation of solutions to meet both participant and staff needs across various touchpoints.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
