aps6 service designer.

The Participant Experience Design division is the key driver of the Participant Service Improvement Plan and the Participant Service Charter. The team is responsible for designing and delivering Scheme service improvements to enhance participant outcomes and their experience. This experience-design work also aims to improve how the agency’s frontline Service Delivery (SD) teams operate, ensuring a seamless and efficient experience for participants.

About the Role
This APS6 Service Designer role involves co-creating and maintaining current and future state artefacts, synthesizing insights, and facilitating design improvements. The role also provides administrative support, advocates for user needs, facilitates design-thinking workshops, and ensures user-centric service experiences aligned with the Digital Service Standard. The Service Designer will support the evaluation of design effectiveness and operate within governance requirements.

Responsibilities:

• Research and identify insights to enhance agency understanding
• Co-create and document current state services and experiences
• Facilitate design-thinking sessions with users to test and improve service processes
• Advocate for participant and stakeholder voices in design work
• Oversee service experiences, ensuring consistency across touchpoints
• Contribute to evaluating proposed solutions and designs

Essential Criteria:

• Experience working in multi-disciplinary agile teams on large projects
• Expertise in service design and developing service design artefacts
• Strong communication, problem-solving, and creative skills
• Ability to drive Human-Centred Design thinking
• Proficiency in qualitative and quantitative research
• Ability to assess change impacts to customers and/or stakeholders
• Comfortable working in a dynamic, changing environment
• Strong skills in stakeholder engagement and negotiation

Desirable Criteria:

• Knowledge of disability, social services, or public sector
• Experience with Jira, SharePoint, and design tools (Miro, Mural, Creately)

Why Join?

Be part of a Federal Government agency driving initiatives that improve participant outcomes. Join a supportive, collaborative team committed to continuous improvement, while enjoying flexible work arrangements and opportunities for professional development.

Apply now to help shape the future for Australians through impactful service design work!

Only shortlisted candidates will be contacted.

REGVIC2410

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.