Service Designer

⁠⁠⁠Who we are: 

In late 2020, as part of Busting Congestion for Agricultural Exporters the Trade Reform and Digital Trade Initiatives divisions were established to develop and deliver the vision and strategy for agricultural exports, and to coordinate the range of the export business and digital reform programs that are currently underway. At the heart of this reform package is the modernisation of export systems by building Digital Services to Take Farmers to Markets (TFTM).

The Simplified Trade System (STS) Taskforce has been established to cut red tape and progress toward a simplified, tell-us-once digital model for government-business interactions for importers and exporters. Our continued investment and delivery for agricultural exporters strongly aligns to the Simplified Trade System reforms and will help to streamline Australia’s international trade regulations, modernise outdated ICT systems and help strengthen Australia’s economic resilience.

The Role:

The Department is building significant digital capability within the Congestion Busting Program. They seek a Senior Service Designer to join a multi-disciplinary team (MDT) working on a high impact complex service that’s grounded in a deep understanding of our users and their needs.

A strong focus on researching customer/user behaviour and common responses is critical to creating new processes that aligns user, business and technology needs that will deliver effective digital capability.

Key responsibilities:

• Collaborate with our TFTM teams, government agencies and the Simplified Trade System (STS) task force to design and communicate the end-to-end journey of services across transactions, products, content and business processes, as well as key user journeys.
• Analyse user needs and business objectives in highly complex service areas
• Collaborate with members of your MDT and stakeholders to shape strategy and influence long-lasting change.
• Plan and facilitate workshops and design sprints to help steer alignment of products, while working in sync with our End-to-End Service team.
• Identify and prototype concepts to transform the service based on user needs.
• Work in an agile manner to deliver design and research activities.
• Work to the Service Design and Delivery Process and Digital Service Standard.
• Collaborate with product managers and leaders to inform product and program strategies.
• Be a member of our thriving and supportive research and design community.

Skills & Experience:

• Extensive experience in service design for large scale transformations
• Demonstrable experience in solving complex problems based on evidence, analysis and investigation
• Strong strategy and systems thinking skill to identify opportunities and product strategic recommendations
• Demonstratable experience in navigating complex policy and operational areas
• Strong track record working in agile and multi-disciplinary teams
• Human Centred Design approach to service delivery
• The ability to communicate effectively with technical and non-technical audiences
• Influencing and guiding decisions with senior stakeholders
• Excellent knowledge and experience in creating quality visual materials, like service maps, user journeys, user scenarios and concepts
• Exceptional ability in prototyping concepts to test hypotheses
• Strong understanding of the social and digital context for transformation
• Collaborative team player
• Ability to facilitate workshops and activities to help with alignment and co-designing of solutions
• Excellent communicator in both written and verbal form with different audiences.