The Australian Electoral Commission (AEC) is seeking to engage a 2x Service Designers into our Design and Improvement Branch (DIB), in the Service Delivery Division, to support our Industrial Elections and Ballots (IEB) Services Digitisation (RollMaker Replacement Project).

Purpose of the Role

We are looking for a Service Designer who thinks strategically, advocates for the users, and can visually present information to support the delivery of improvements to end users.

The Industrial Elections and Ballots (IEB) section conduct industrial elections and protected action ballots in accordance with the Fair Work Act 2009 and associated regulations. At the discretion of the AEC, and under s7A of the Commonwealth Electoral Act 1918 conducts and facilitates fee-for service elections in accordance with AEC Policies and Procedures.

The Service Designer will work in a small team of business analysts, policy experts and technical specialists, balancing user perspectives for the Services Digitisation (RollMaker Replacement Project). This work is critical to the overall success of the Project and will influence key outcomes for the Design and Improvement Branch.

The Service Designer will be expected to develop a firm understanding of the Industrial Elections and Ballots (IEB) business. We are looking for someone with diverse experience and an advocate for end users.

The Design and Improvement Branch is seeking candidates for consideration who:

• have a desire to define and deliver real outcomes
• are comfortable working with ambiguity
• are not restricted to a particular methodology
• wants to make an impact and contribute to a project that has real impact, and
• are committed to making the team a great place to work

The Service Designer will need to engage and communicate widely, meaning stakeholder engagement and management skills are essential.

Success for the role will rely on:

• portfolio showcasing recent work
• the candidate’s ability to deliver in a fast paced and highly dynamic environment
• the overall cultural fit of the candidate for the project and the broader AEC; and
• a candidate’s ability to challenge and drive thinking in new directions

Key position responsibilities

• support workshop design and facilitation for effective information gathering, co-creation and solutioning activities
• design and facilitate workshops and interviews that include a variety of stakeholders across all levels. Managing stakeholder groups to develop partnerships with the business and foster a productive working environment
• apply a variety of methods and techniques to gather meaningful data that can be translated into usable, actionable insights and recommendations for future designs
• design and delivery of artifacts comprising of communication material, journey maps, service blueprints, personas, reports, concepts or prototyping (tools: Adobe CC, Visio)
• analyse and improve user experience, taking the view of the user. Working closely with the project team to identify feasible, practical and cost effective and actionable recommendations to identified problems in a human-centred way
• delivery and advocacy of best practice in service design methods and processes supporting the future design of electoral services or improved customer experiences in existing services
• communicate well, using professional judgement, evaluating risks and in the context of a complex and changing environment
• foster a positive work culture

Qualifications and experience

For response

• proven ability to use any of the applications like Adobe Creative Cloud, PowerPoint, Visio to produce service design artifacts (show examples in portfolio) such as service blueprints, customer journey maps
• demonstrate experience identifying and validating assumptions to design for services
• proven ability to plan, run and document user interviews, eliciting both high level and detailed business problems and analysing root causes
• demonstrate development and implementation of strategic service design
• thorough understanding of service design process and activities, and significant experience in applying human-centred design thinking
• experience taking the viewpoint of the user then analysing and improving a user’s experience or user’s journey when interacting with services
• proven ability to work as part of a collaborative and highly motivated team

Mandatory

• 3+ years’ experience as a Service Designer or Strategic Designer or experience in Design/Strategy/Research
• proven ability to deliver in a project environment under limited guidance
• proven ability to identify and plan capability maturity improvements and business process improvements
• strong communication skills, with the ability to translate between business and technical terminology
• proven ability to communicate with influence, negotiate outcomes and manage complex stakeholder relationships
• demonstrated personal drive and integrity whilst achieving results within legislative parameters

Security Clearance

• Baseline
• Character clearance, including a police check

Desirable

• Relevant tertiary qualifications or requisite experience
• Knowledge of, or ability to, quickly gain knowledge of Australian electoral law and practice