Aps6 Service Designer

Softtest Pays Pty; Australia; On-site; AUD 90,000 - 140,000; Full time

Job summary

Softtest Pays Pty is seeking a Service Design Analyst to design end-to-end digital services for criminal intelligence systems, applying human-centered design methods such as user research, journey mapping and service blueprinting. The role ensures accessibility, operational viability and alignment with policy, analytics platforms and strategy for intelligence practitioners and partner agencies.

You will create current and future state journey maps, link frontstage experiences to backstage

Qualifications

• Knowledge of analytics platforms and BI tools as service contexts.
• Experience with Visio, Figma, Miro or equivalent tooling.
• Service delivery and ITIL practices.
• Agile delivery experience (SAFe, Scrum, Lean UX).
• Knowledge of Australian digital service standards and WCAG 2.1 AA accessibility.

Responsibilities

• Plan and facilitate user research activities with intelligence practitioners and partner users.
• Synthesize research into personas, empathy maps, needs statements and insights reports.
• Create current-state and future-state journey maps across channels.
• Develop service blueprints linking frontstage experiences with backstage processes and data flows.
• Translate blueprints into high-level requirements for handoff to BAs and delivery teams.
• Collaborate with product owners, BAs and architects to align services with capabilities and strategy.
• Co-design and prototype concepts, test prototypes with users to validate assumptions.
• Conduct heuristic evaluations and usability testing; document findings and recommendations.
• Define and contribute to measurement of user satisfaction, service quality KPIs and accessibility compliance.
• Maintain service design artefacts and governance documentation.

Skills

User research

Usability testing

Accessibility

Service design

Agile delivery

Analytics

Strategy

Documentation

Design thinking

Research

Education

CBAP or IIBA certification

Service Design / HCI / UX degree

Tools

Visio

Figma

Miro

BI tools

Job description

Job Description:

Australian Citizens residing in Australia only respond.

Job details

ACIC requires a Service Design Analyst to design end-to-end digital services for criminal intelligence systems that meet user needs while aligning to organisational capabilities, policies, analytics platforms and strategy. Applies human-centred design (HCD) methods – user research, persona development, journey mapping, service blueprinting and usability evaluation – to create services that are accessible, operationally viable and effective for intelligence practitioners and partner agencies.

Key duties and responsibilities

The Service Design Analyst will:

• Plan and facilitate user research activities (contextual interviews, observation, co-design workshops, usability testing) with intelligence practitioners, operational police and partner agency users.
• Synthesise research into personas, empathy maps, needs statements and insight reports for delivery and executive audiences.
• Create current-state and future-state journey maps visualising end-to-end intelligence practitioner and user experiences across channels.
• Develop service blueprints that explicitly link frontstage user experiences with backstage intelligence processes, data flows, systems and supporting capabilities.
• Translate service blueprints into high-level requirements and epic/feature hierarchies for handoff to Business Analysts and delivery teams.
• Collaborate with product owners, business analysts and architects to align services to organisational capabilities, technology products and intelligence platform strategy.
• Co-design and prototype service concepts using iterative design sprints; test prototypes with users to validate assumptions before development commitment.
• Conduct heuristic evaluations and usability testing; document findings, severity ratings and design recommendations.
• Define and contribute to measurement of user satisfaction, service quality KPIs and accessibility compliance for designed services.
• Ensure services comply with digital service standards, WCAG 2.1 AA accessibility requirements and inclusive design principles.
• Develop and maintain service design artefacts including design histories, service patterns, interaction models and supporting EPMO governance documentation.
• Contribute to benefits identification and outcomes measurement by linking design decisions to measurable user and business outcomes.
• Maintain appropriate awareness of intelligence classification and information handling requirements relevant to user research and design activities.

Experience and Qualifications

The Service Design Analyst should possess:

• Knowledge of analytics platforms, data visualisation and BI tools as service contexts
• Experience with Visio, Figma, Miro or equivalent tooling
• Service delivery and ITIL
• Agile delivery experience (SAFe, Scrum, Lean UX)
• Knowledge of Australian digital service standards and WCAG 2.1 AA accessibility
• CBAP, IIBA certification or equivalent BA credential
• Service Design, Human-Computer Interaction, UX Design or related discipline qualifications.

Required Skills:

Data User Research Usability Testing Analysts Intelligence Development Classification Usability Accessibility Architects Service Delivery Compliance ITIL Visio Figma Workshops Agile Analytics Scrum Strategy Research Testing Documentation Design Business