Courts and Tribunals (CAT), a large frontline division of the Department of Justice, is undergoing transformation through its Reform and Support Services (RSS) branch, which delivers critical support functions including digital transformation, policy design, and performance reporting to enable service excellence across Queensland.
About the Project
This project supports the transformation of Courts and Tribunals (CAT) by establishing a dedicated service design capability within the Reform and Support Services (RSS) branch, offering an experienced Service Designer the opportunity to apply best practice in a complex public sector environment, build internal capability, and contribute to meaningful service improvements that enhance trust in Queensland’s justice system.
About the Role
This role is a hands-on, practical role working closely with a Director in RSS tasked with establishing CAT’s dedicated ‘strategic service design’ function. The successful candidate will be a foundational member of a small, newly formed team and will play a critical role in contributing their service design experience and expertise to support the first six months of the team’s operation.
The successful candidate will work closely with the Director to establish the foundations of the new service design function including developing practical service design tools for use across CAT, coaching and supporting the Director and other RSS staff in the use of service design practices and processes to build internal capability, and contributing to initial service design projects scoping and delivery.
A key part of this role will be ensuring important policy concepts are incorporated into CAT’s service design approach including consideration of human rights, information privacy and security, accessibility, trauma-informed service delivery, and court user safety.
Deliverables
- A suite of practical service design tools which can be used for CAT service design projects and activities
- Participation in action-based learning activities to transfer knowledge and skills
- Advice and support to senior officers critical to establishing CAT’s service design function
- Contributing to initial service design projects within the new team’s remit
Key Responsibilities
Essential
- Knowledge of contemporary service design processes and practices, including service blueprinting
- Experience with public service design projects, ideally within a frontline service delivery context
- Experience with design related to digital service transformation
- Experience translating design best practice for frontline service delivery contexts
- Experience developing easy to use tools and templates
Desirable
- Experience working in justice-related service delivery reform/transformation
- Experience establishing service design function(s) within an organisation
- Knowledge of organisational design as it relates to service design
For a confidential discussion, please contact Leisa Collins on 07 3291 5410, or click ‘Apply Now’ and quote reference # 268195. Applications close: COB 17th September 2025.
