As an EL1 Service Designer, you will play a crucial role in transforming and enhancing services within the disability sector. You will lead the design of user-centered services, working closely with stakeholders to ensure that service delivery meets the needs of participants and staff. You will bring a strategic mindset to design projects, oversee process improvements, and apply design thinking principles to co-create innovative, effective, and inclusive services.
This position requires leadership in guiding design teams, collaborating across various disciplines, and ensuring that service improvements are implemented in line with government policies and user needs. You will be responsible for advocating for users, applying both qualitative and quantitative research, and facilitating co-design workshops to inform future service processes and experiences.
Key Responsibilities:
Service Design Leadership:
Lead the design and delivery of services within the disability sector, ensuring services are user-centered and meet the needs of participants and staff. Oversee the development and maintenance of service design artefacts such as journey maps, personas, and service blueprints.
User Research & Insights:
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Conduct both qualitative and quantitative research, including surveys, interviews, and workshops, to gather insights into user pain points, opportunities, and needs. Develop research plans and synthesize findings into actionable insights to drive service design improvements.
Journey Mapping & Personas Development:
Create and maintain detailed user journey maps and personas to visualize and improve the end-to-end user experience. Ensure journey maps reflect enterprise-wide interdependencies and maintain their accuracy and integrity.
Co-Design & Facilitation:
Lead and facilitate co-design workshops with stakeholders, users, and cross-functional teams to gather feedback and ideas for service design. Guide collaborative sessions to ideate and validate future service processes and experiences.
Service Blueprinting:
Use service blueprinting to define and map out service processes and identify key enablers and touchpoints. Ensure alignment with service delivery goals and operational requirements.
Stakeholder Engagement & Communication:
Engage with stakeholders at all levels to ensure alignment with service design goals and the future state vision. Advocate for the voice of users and stakeholders in all design processes. Lead negotiations and communicate complex design concepts clearly.
Change Management & Impact Assessment:
Assess the potential impact of service changes on participants, staff, and other stakeholders. Lead change management efforts, ensuring that service improvements are seamlessly integrated and communicated to relevant parties.
Digital Design Tools:
Utilise digital design tools such as Miro, Figma, Creately, and Mural to create and document service design artefacts and collaborate with teams. Leverage these tools to ensure visual clarity and effective communication of design concepts.
Evaluation & Continuous Improvement:
Contribute to the evaluation of service design solutions, providing both conceptual and tactical-level feedback. Use post-implementation data to drive continuous service improvements and measure the effectiveness of design changes.
Leadership & Team Support:
Provide guidance and leadership to junior service designers and other team members. Mentor and support colleagues in service design practices, ensuring high standards of quality and creativity are maintained.
Key Skills & Experience:
Service Design Expertise:
Proven experience in leading service design initiatives, including creating and maintaining service artefacts such as journey maps, personas, and service blueprints.
Human-Centered Design:
Expertise in human-centered design methodologies and the ability to lead design thinking initiatives to ensure that services are user-centric and inclusive.
Research Skills:
Strong ability to conduct and analyze both qualitative and quantitative user research, translating research findings into actionable insights.
Stakeholder Management:
Advanced skills in engaging and negotiating with stakeholders, ensuring their needs and perspectives are integrated into service design.
Cross-Functional Collaboration:
Proven ability to collaborate effectively across multidisciplinary teams, ensuring that service design solutions are feasible, sustainable, and impactful.
Service Improvement & Change Management:
Experience in assessing the impact of service changes, managing change, and ensuring successful integration of new processes or services.
Please note disability sector experience is highly desirable for this role.
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.
