Client Experience & Service Design Lead

VMIA; City of Melbourne; Hybrid; AUD 76,000 - 126,000; Full time

Benefits offered by this job

Flex work

Parental leave (16 weeks)

Training budget ($2,500)

Wellbeing program

Office location & events

Job summary

VMIA is hiring a Client Service Adviser to design, deliver and continuously improve harm prevention, risk, insurance and recovery services for Victorian Government clients. You’ll use service design, data and client insights to enhance the client experience and build a more confident and resilient Victoria.

You’ll collaborate across the organisation to translate data and feedback into insights, create engaging communications and learning resources, and contribute to innovative solutions that

Qualifications

• Experience in service or product development, learning and development, communications, marketing, project management or a related discipline.

Responsibilities

• Collaborate with cross-functional teams to co-design, deliver and evaluate innovative client services using client-centred, agile and service design approaches.
• Coordinate and deliver integrated harm prevention, risk, insurance and recovery services that meet client needs and support VMIA's purpose.
• Analyse, document and improve services using tools such as service blueprints, process mapping, customer journey mapping, client personas and procedure documentation.
• Translate quantitative and qualitative data, feedback and evaluation findings into clear insights and recommendations that inform service improvements and decision-making.
• Develop engaging client communications, learning materials and presentations across digital, print and online channels.
• Support the ongoing improvement of technology platforms and systems, working with internal teams and external providers to enhance service delivery and the client experience.
• Plan and support change management initiatives, stakeholder engagement, governance, risk management and continuous service improvement.

Skills

Service design

Project management

Data analysis

Communication skills

Stakeholder engagement

Change management

Tools

Service blueprints

Process mapping

Customer journey mapping

Client personas

Procedure writing

Job description

VMIA is hiring a Client Service Adviser to design, deliver and continuously improve harm prevention, risk, insurance and recovery services for Victorian Government clients. You’ll use service design, data and client insights to enhance the client experience and build a more confident and resilient Victoria.

You’ll collaborate across the organisation to translate data and feedback into insights, create engaging communications and learning resources, and contribute to innovative solutions that