Role Purpose
We are seeking a highly skilled and experienced EL1 Service Designer to undertake complex work delivering quality, participant centred outcomes within the Participant Experience Design division. Operating under broad direction, you will hold an important team leadership position with delegated authority to resolve complex issues and risks across wide-ranging design activities. In this role, you will champion the voice of participants and staff, lead co-design and design-thinking initiatives, guide frontline service delivery improvements and actively represent and negotiate on behalf of the Agency across a variety of forums.
Duties and Responsibilities
- Service Design & Discovery: Lead research and synthesis to uncover critical insights, map end-to-end user journeys and document current-state participant and staff experiences alongside business processes.
- Design Thinking & Co-Design: Lead and facilitate engaging design-thinking sessions with service users, participants and stakeholders to ideate, prototype and test future service processes, channels and experiences.
- Participant Advocacy: Champion and advocate for the voice and lived experience of participants and carers across all touchpoints and operational workflows.
- Process & Experience Improvement: Lead and manage end-to-end service and process design improvements aligned with the Digital Service Standard, ensuring seamless, consistent and accessible touchpoints for all users.
- Solution Evaluation: Critically evaluate proposed designs and business solutions at both conceptual and tactical levels to ensure alignment with Scheme outcomes and strategic agency objectives.
- Stakeholder Management: Actively build and manage productive relationships with key internal and external stakeholders, using strong advocacy and persuasion to achieve consensus and deliver high-quality outcomes.
- Team Leadership & Capability Building: Provide direct leadership, planning, resource management and coaching for team members and assigned contractors, fostering a high-performing and continuous improvement culture.
- Risk & Governance: Apply sound judgement and decision-making to identify, manage and mitigate risks across wide-ranging design projects in a fast-paced environment.
Skills Required
- Human-Centred & Service Design Expertise: Advanced knowledge of human-centred design (HCD), service mapping, prototyping and design-thinking methodologies.
- Facilitation & Co-Design: Exceptional ability to lead interactive workshops and co-design activities with diverse user groups, translating complex findings into actionable design artefacts.
- Analytical Thinking & Problem Solving: Superior analytical and conceptual skills to navigate complex operational environments, interpret qualitative/quantitative data and deliver sound recommendations.
- Stakeholder Engagement & Influencing: Strong interpersonal and negotiation skills with a proven track record of influencing key stakeholders and building consensus across cross-functional teams.
- Coaching & People Leadership: Demonstrated capability to mentor team members, build capability, establish clear priorities and inspire high standards of delivery.
- Adaptability & Drive: High resilience, proactive initiative and enthusiasm to drive continuous improvement and navigate evolving organisational priorities.
Knowledge and Experience Required
Candidates should demonstrate experience across some or all of the following areas:
- Service Design Practice: Extensive hands-on experience leading service design, user research and customer journey mapping in large, complex service delivery or public sector environments.
- Digital & Service Standards: Practical experience applying human-centred design principles aligned with the Digital Service Standard or equivalent design governance frameworks.
- Business & Frontline Transformation: Proven track record in collaborating with frontline operational teams to design, test and implement sustainable process and service improvements.
- Public Sector Governance: Solid understanding of public sector accountability frameworks, risk management and the Australian Public Service (APS) operating environment.
- Sector Commitment: Knowledge of, or a strong commitment to, improving outcomes within the disability, social services, or broader human services sectors.
Qualifications & Eligibility
- Education: Relevant tertiary qualifications in Service Design, User Experience (UX), Design Thinking, Social Science, or equivalent extensive professional practice.
- Citizenship: You must be an Australian Citizen to be eligible for employment with the Agency.
- Security & Background Clearances: Satisfactory completion of mandatory pre-engagement screening, including:
- National Police / Employment Suitability Check
- NDIS Worker Screening Check
- Working with Children Check
- Ability to obtain/maintain an Australian Government Security Vetting Agency (AGSVA) clearance if required for the position.
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.