Service Designer – Geelong & Melbourne - VIC, Sydney - NSW

⁠⁠⁠About the Role

The EL1 Service Designer will exercise a considerable degree of independence to engage in very complex problem solving and issues management within the Service Design & Improvement functions. The position will exercise sound decision-making and judgement to produce high level policy advice and operational support.

The position is an important team leadership position within the NDIA and will have delegated authority and responsibility to resolve issues and risks across wide-ranging activities of substantial depth involving significant detail. It will provide the leadership, control, planning, resource management, performance management and decision making for the Team Membership and assigned Contractors working within the Work Area.

The EL1 Service Designer is responsible for actively managing key internal and external stakeholder relationships and may be required to represent and negotiate on behalf of the NDIA to advance the NDIA’s interests across a range of forums.

Responsibilities may include but are not limited to:

• Creating and documenting a baseline understanding of the current state service by employing design research to identify current business processes, as well as both staff and participant experience.
• Creating and facilitating process design improvements by conducting business and systems process analysis and producing required analysis documentation.
• Facilitating design-thinking sessions with service users to design and test the future service (processes, channels, experiences).
• Ensuring that the end-to-end service experience is based around participant and staff need, in line with the Digital Service Standard and is consistent for all users across different touchpoints.
• Providing expertise and supporting the product owner to elaborate user stories, acceptance criteria and process maps.
• Providing assistance to the product owner with the use of system tools.
• Evaluating the effectiveness of proposed solutions and design at both a conceptual and tactical level.
• Developing blueprints and designs of the proposed service to guide build teams.