APS6 Service Designer

DFP Recruitment; Sydney; On-site; AUD 137,597,000 - 186,159,000; Full time

Job summary

The Federal Government Agency is seeking an APS6 Service Designer in Surry Hills, NSW, for a 12-month contract to improve customer experiences through human‑centred design.

Role includes research, mapping and optimisation of end-to-end services, with 37.5 hours per week at $60.26 per hour plus super, collaborating with diverse stakeholders to deliver meaningful outcomes.

Qualifications

• Proven experience in service design and human-centred design methodologies.
• Strong stakeholder engagement, workshop facilitation and relationship management.
• Ability to translate complex information into user-focused solutions.
• Excellent communication and analytical skills.
• Experience with journey maps, service blueprints, personas and process maps is highly regarded.

Responsibilities

• Research and analyse insights to inform service improvements.
• Map current-state journeys, experiences and processes.
• Facilitate co-design workshops with stakeholders and end users.
• Champion the voice of customers in the design process.
• Design and test future-state service experiences and channels.
• Contribute to service transformation initiatives with best-practice design.
• Evaluate and refine proposed solutions using evidence-based approaches.
• Develop clear documentation and recommendations to support decisions.
• Manage competing priorities and deliver quality outcomes in a complex environment.

Skills

Service design

Human-centred design

Stakeholder engagement

Workshop facilitation

Communication skills

Analytical skills

Tools

Journey maps

Service blueprints

Personas

Process maps

Job description

On behalf of a large Federal Government Agency, we are looking for an experienced APS6 Service Designer to help improve customer and user experiences through human-centred design approaches.
This is a 12-month contract with the possibly of extension based in Surry Hills, NSW.
This role will be Monday to Friday, 37.5 hours per week, paying $60.26 per hour + super.
In this role, you will research, map and optimise end-to-end services, collaborate with diverse stakeholders, and translate insights into practical solutions that deliver meaningful outcomes.

Key Responsibilities

• Conduct research and analyse insights to inform service improvements.
• Map current-state customer journeys, service experiences and business processes.
• Facilitate co-design workshops and design-thinking sessions with stakeholders and end users.
• Champion the voice of customers and stakeholders throughout the design process.
• Design and test future-state service experiences, channels and processes.
• Contribute to service transformation initiatives aligned with best-practice service design principles.
• Evaluate and refine proposed solutions using evidence-based approaches.
• Develop clear documentation, presentations and recommendations to support decision-making.
• Manage competing priorities and deliver quality outcomes in a complex environment.

On behalf of a large Federal Government Agency, we are looking for an experienced APS6 Service Designer to help improve customer and user experiences through human-centred design approaches.
This is a 12-month contract with the possibly of extension based in Surry Hills, NSW.
This role will be Monday to Friday, 37.5 hours per week, paying $60.26 per hour + super.
In this role, you will research, map and optimise end-to-end services, collaborate with diverse stakeholders, and translate insights into practical solutions that deliver meaningful outcomes.

APS6 Service Designer

Key Responsibilities

• Conduct research and analyse insights to inform service improvements.
• Map current-state customer journeys, service experiences and business processes.
• Facilitate co-design workshops and design-thinking sessions with stakeholders and end users.
• Champion the voice of customers and stakeholders throughout the design process.
• Design and test future-state service experiences, channels and processes.
• Contribute to service transformation initiatives aligned with best-practice service design principles.
• Evaluate and refine proposed solutions using evidence-based approaches.
• Develop clear documentation, presentations and recommendations to support decision-making.
• Manage competing priorities and deliver quality outcomes in a complex environment.

To be considered for this role you will demonstrate

• Proven experience in service design and human-centred design methodologies.
• Strong stakeholder engagement, workshop facilitation and relationship management skills.
• Ability to translate complex information into practical, user-focused solutions.
• Excellent communication and analytical skills.
• Experience with service design artefacts such as journey maps, service blueprints, personas and process maps is highly regarded.

This is an opportunity to contribute to meaningful service improvements and deliver better outcomes for customers, stakeholders and the wider community.

As this role is within the Federal Government, applicants are required to hold Australian Citizenship.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via ***********@dfp.com.auor1300 337 ***and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.