An exciting opportunity has become available for an experienced Senior Service Designer to contribute to a high-impact digital transformation program within the public sector. This role will focus on improving service experiences by applying human-centred design principles, ensuring solutions are accessible, inclusive, and aligned with user needs.
About the Role
The Senior Service Designer will play a critical role in shaping and delivering service improvements across digital and operational touchpoints. Working in an Agile environment, the successful candidate will engage with stakeholders from various disciplines, including business subject matter experts, product owners, analysts, developers, and external vendors. The role requires a strategic thinker who can balance user needs, business objectives, and technical feasibility to design services that are efficient, effective, and user-friendly.
This role will involve a combination of research, ideation, and prototyping to define and validate service experiences. The Senior Service Designer will be responsible for leading design workshops, mapping user journeys, creating service blueprints, and ensuring that service delivery aligns with best practices in user experience and accessibility.
Key Responsibilities
... - Lead the design and delivery of service experiences, ensuring they are accessible, inclusive, and user-friendly.
- Apply human-centred design methodologies to research, define, and prototype services that meet the needs of end users.
- Conduct user research and testing, synthesising insights to inform service design decisions.
- Develop key service design artifacts, including service blueprints, customer journey maps, personas, and wireframes.
- Facilitate co-design workshops and engage with stakeholders to define and refine service solutions.
- Work collaboratively with product owners, business analysts, developers, and other stakeholders to align service design outcomes with business and technical requirements.
- Ensure compliance with Web Content Accessibility Guidelines (WCAG) and government digital service standards.
- Use iterative design approaches, incorporating feedback and testing to refine solutions.
- Contribute to a culture of design excellence by advocating for user needs and promoting design best practices across teams.
About You
To be successful in this role, you will have a strong background in service design, user experience (UX), or a related field, with experience working in complex environments. You will be confident in leading design processes, engaging with stakeholders, and delivering high-quality design solutions that align with business and user needs.
Key Selection Criteria
- A minimum of five years of experience in service design, UX design, or a related discipline, preferably within public sector or regulated organisations.
- Demonstrated experience applying human-centred design and service design methodologies to develop and improve service experiences.
- Strong ability to conduct user research, testing, and synthesis of insights to inform design solutions.
- Proficiency in developing and communicating service blueprints, customer journey maps, and other key design artifacts.
- Ability to facilitate workshops, stakeholder engagements, and co-design activities.
- Knowledge of UI/UX principles, accessibility requirements, and usability best practices.
- Experience working within Agile delivery frameworks and collaborating with cross-functional teams.
- Excellent communication and presentation skills, with the ability to translate complex concepts into clear and actionable insights.
- Strong problem-solving skills and the ability to think strategically about service improvements.
- A relevant tertiary qualification in design, human-centred design, user experience, service design, or a related field is highly desirable.
Why Join This Opportunity?
This role offers an opportunity to contribute to meaningful public sector projects that enhance service delivery and improve experiences for users across Victoria. As part of a collaborative and forward-thinking team, the Senior Service Designer will have the chance to work on large-scale transformation initiatives that have a real impact on the community.
This contract position provides flexibility, competitive remuneration, and the opportunity to work in an environment that values innovation, inclusivity, and evidence-based design.
If you are an experienced Senior Service Designer looking for your next challenge, we encourage you to apply. For further information or a confidential discussion, please submit your application or contact us directly.
