Service Designer

Location: Canberra
Job Type: Contract
Posted: about 2 months ago
Contact: Param Kaur
Reference: 260754

Our Federal Government Client is seeking a Service Designer.

This is an initial contract till 30th June 2024, with 1 X 12 months extension, located at our client's office in Canberra, with remote working arrangements available.

As the selected candidate, you will:

  • Apply expertise to enhance and improve existing software, including designing, developing, implementing, and testing software systems, in line with business requirements and software development standards.
  • Apply best practice service design methods and processes supporting the future design of electoral services or improved customer experiences in existing services.
  • Deliver and design appropriate service design artifacts and communication material as required.
  • Transform defined business needs into outcomes and problem statements (not technical requirements), for large scale Government applications and complex systems.
  • Plan and document user interviews, eliciting both high level and detailed business problems and analyzing root causes.
  • Design and facilitate workshops and interviews that include a variety of internal and external stakeholders across all levels.
  • Analyze and improve user experience, taking the viewpoint of the end user.
  • Manage stakeholder groups to develop a partnership with the business and foster a productive working environment.
  • Communicate well, using professional judgment to evaluate risks and in the context of a complex and changing environment.
  • Perform additional duties or assume responsibility for functions as directed by the Management from time to time.
  • Provide analysis on complex issues and contribute to the management, preparation, and coordination of policy formulation and/or project management.
  • Foster a positive workplace culture.

Additional responsibilities during an Electoral Event:

  • The volume of duties significantly increases during an electoral period, and there may be a requirement to work outside of standard business hours during this time.


  • Seven plus years' experience as a UX Designer, Business Analyst, Service Designer, or experience in Design/Strategy/Research.
  • Proven ability to plan, facilitate, and document user interviews to elicit high-level and detailed business problems and analyze root causes.
  • Demonstrated experience in the development and implementation of strategic service design.
  • Thorough understanding of service design process & activities and significant experience in applying human-centered design thinking.
  • Experience in taking the viewpoint of the user and analyzing 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.
  • Proven ability to deliver in a project and program 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 while achieving results within legislative parameters.
  • Experience in and desire to mentor and upskill less experienced team members.


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

Due to security clearance requirements for this role, candidates must be Australian citizens who can obtain Baseline security clearance.

The applications are due on Monday, 04 March 2024.

Apply now for immediate consideration - contact Param Kaur on 0262689781 quoting Job Reference: #260754

Please note: Only candidates that meet the above criteria will be contacted. Thank you for your interest in the position.

Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply.