The role: Design Lead
Location: QLD
Start Date: ASAP
Contract Length: 6 months with possible extension
Hours: Full time with hybrid model
We are actively engaged with our local council client in QLD which is focused on improving the experiences of its customers and community by ensuring interactions with Council are positive, seamless and easy. Customer experience is being positioned as a strategic foundation for how services are designed, delivered and improved across Council. To support this, the Council is investing in building internal experience design capability and embedding customer centred thinking into service planning and improvement activities across a wide range of service areas.
Role Overview:
To support this direction, Council is seeking to engage an Experience Design Leads to help strengthen organisational capability, lead experience-led service improvement initiatives, and translate customer centred principles into practical, scalable outcomes for customers, employees and the community.
By applying human-centred design and service design principles, the role involves a combination of strategic, analytical and creative tasks to identify challenges, align teams and drive improvements in experiences.
Key responsibilities
... - Conducting quantitative and qualitative research, analysing data, deriving insights, leading co-design workshops, and creating both current and future-state journey maps and service blueprints for Council customer and employee experiences.
- Establish a shared, evidence-based understanding of the problem space and where experience improvements will deliver the most value.
- Develop cases for community experience initiatives by framing clear design challenges and opportunity areas that reflect business priorities, strategic goals and customer needs.
- Work in partnership with the Principal Officer to align on performance standards, mutual expectations and strategic direction, contributing to effective planning and decision-making.
- Build a rich, shared understanding of current-state customer and employee experiences to support evidence-based improvement.
- Support the delivery of experience improvement projects by applying customer-centred and service design approaches to improve service outcomes and customer satisfaction.
- Facilitate project working groups to collaboratively develop and refine experience improvements that meet defined objectives and expectations.
Required skills and experience:
- Ability to contribute to team direction, give and receive feedback and achieve agreed performance standards in order to contribute.
- Knowledge of human centred design methodology and experience of leading human centred design projects and processes (including framing, discovery and co-designing) to collaboratively develop and refine solutions to enhance service delivery and customer experience.
- Familiarity of customer research (preparing and delivering qualitative and quantitative research) and/or using customer research platforms/data visualisation tools.
- Demonstrated analytical and strategic skills including the ability to analyse processes, issues, and community feedback.
- Demonstrated ability to combine empathy and curiosity with a keen interest in storytelling customers experience, supported by strong skills in data utilisation and customer journey mapping.
- Demonstrated understanding of contemporary practice in community experience, including objective analysis of service design.
- Excellent interpersonal skills including a strong ability to negotiate, influence and liaise on a wide range of sensitive issues and change management implications.
- Demonstrated written and oral communication skills, including the ability to prepare reports and correspondence and to prepare and deliver presentations.
- Experience in using Miro or similar tools.
- 3 plus years’ experience working with Human Centred Design and/or Customer Journey Mapping
Benefits of Contracting with Randstad:
- Access to benefits platforms with discounts at major retailers
- 3 weekly pay runs
- Exclusive access to roles before they go to market
- Employee assistance programme, including counselling services
If you would like to be considered for these roles, this is a great opportunity to tell Randstad about you. Please click “Apply Now” to submit your current resume.
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.
