APS6 Service Designer (Federal Government)

About the role

HOBAN Recruitment is recruiting an experienced APS6 Service Designer for a high-profile federal government team in Surry Hills, Sydney, focused on improving customer experiences through service innovation and human-centred design. The role contributes to service transformation initiatives by researching, analysing and improving end-to-end service experiences with stakeholders.

Key responsibilities

• Conduct service design research to identify customer, stakeholder and business needs.
• Develop and document current-state and future-state service experiences, processes and customer journeys.
• Facilitate workshops, co-design activities and design thinking sessions with diverse stakeholders.
• Analyse complex information and turn insights into practical service and process improvements.
• Advocate for customer needs throughout the design process and help design, test and evaluate service solutions.
• Support transformation initiatives with artefacts such as journey maps, service blueprints, personas and process maps.
• Build relationships with internal and external stakeholders and ensure improvements meet service design principles and digital service standards.

Required profile

• Demonstrated experience in service design and human-centred design methodologies.
• Strong experience researching, mapping and improving end-to-end service experiences and customer journeys.
• Proven ability to facilitate workshops, co-design sessions and stakeholder engagement.
• Experience managing competing priorities in complex environments.
• Excellent written and verbal communication, including stakeholder management and presentation experience.
• Ability to work autonomously and within a team.
• Australian citizenship is required for this federal government role.

Required skills

• Service design tools and artefacts: journey maps, service blueprints, process maps, personas, customer insight reports.
• Workshop design and facilitation.
• Strong analytical skills and stakeholder management.

What we offer

• Pay of $60.26 per hour at APS 6 level, including casual loading.
• 12% superannuation.
• Full-time position of 37.5 hours per week, Monday to Friday, with an ASAP start date.
• Hybrid work arrangements available.
• Exposure to large-scale service design and customer experience initiatives.