Service Designer (EL1) - Federal Government

About the role

HOBAN Recruitment is seeking an experienced EL1-level Service Designer to join a team that drives service improvements, enhances customer experiences and delivers evidence-based outcomes in a complex operating environment. The role can be based at any NDIA office location and is a full-time position of 37.5 hours per week, Monday to Friday, with an ASAP start date.

Key responsibilities

• Lead current-state and future-state process mapping activities
• Identify service pain points, risks and improvement opportunities
• Conduct process analysis, time and motion studies and performance assessments
• Gather and analyse qualitative and quantitative data to support decision-making
• Facilitate workshops, interviews, co-design sessions and user testing
• Develop evidence-based recommendations to improve service delivery outcomes
• Collaborate with service designers, business analysts, UI/UX specialists and operational teams
• Support continuous improvement initiatives and maintain improvement backlogs
• Manage complex work under broad direction while balancing competing priorities, and build stakeholder relationships

Required profile

• Demonstrated experience delivering service design and process improvement in complex environments
• Experience analysing qualitative and quantitative data to identify trends, risks and business insights
• Proven experience facilitating workshops, interviews, testing and stakeholder consultations
• Excellent stakeholder engagement and influencing skills, and ability to lead complex workstreams
• Experience in government, disability, human services, healthcare or other highly regulated environments
• Experience applying human-centred design, design thinking, service blueprinting and lean improvement methodologies
• Experience designing and supporting user testing and validation programs
• Australian citizenship is required for this Federal Government role

Required skills

• Process mapping, workflow analysis and service improvement identification
• Tools such as Miro, FigJam, Visio, Lucidchart or Figma
• Understanding of customer-centred or participant-centred service delivery models

What we offer

• Pay of $602.55 per day at EL1 level, including casual loading
• 12% superannuation
• Flexible work arrangements and a collaborative, multidisciplinary team