Customer Experience and Service Designer

Department of Finance; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Department of Finance is seeking an APS 6 Customer Experience and Service Designer to shape how government users interact with GovConnect services, including GovTEAMS OFFICIAL, GovTEAMS PROTECTED and GovPlace. You will partner with customers, stakeholders and technical teams to translate insights into practical service improvements.

You will lead customer research, journey mapping and usability testing, contributing to cross-government digital service enhancements and ongoing user-centred design

Responsibilities

• Undertake customer research activities (interviews, workshops, surveys, feedback analysis).
• Map customer journeys and service experiences to identify improvement opportunities.
• Apply service design and human-centred design approaches to improve outcomes.
• Facilitate workshops and co-design activities with stakeholders and users.
• Develop insights, recommendations and artefacts supporting service improvements.
• Support onboarding, adoption and engagement across GovConnect services.
• Monitor customer feedback and service performance trends.
• Contribute to continuous improvement initiatives and business priorities across GovConnect Portfolio.
• Collaborate with product owners, technical specialists, service providers and agency stakeholders.

Job description

Customer Experience and Service Designer

The Government Services Branch (GSB) supports the Department of Finance in delivering high-quality, whole-of-government services that enable agencies to work securely, collaboratively and effectively.

The branch delivers and supports a range of digital and telecommunications services used across the Australian Government, including:

GovPlace – a secure collaboration platform providing agencies with a supported PROTECTED-level environment for cross-government work.

GovTEAMS – a whole-of-government collaboration service supporting communication, coordination and information sharing.

GovLINK – a secure inter-agency communications network for the exchange of information up to and including PROTECTED.

Parliamentary Document Management System (PDMS) – supporting parliamentary workflow management across government.

Within GSB, GovConnect is responsible for the ongoing delivery, support and continuous improvement of several of these services, helping agencies collaborate more effectively and improving the user experience across government.

ABOUT THE BRANCH

The Government Services Branch (GSB) supports the Department of Finance in delivering high-quality, whole-of-government services that enable agencies to work securely, collaboratively and effectively.

The branch delivers and supports a range of digital and telecommunications services used across the Australian Government, including:

GovPlace – a secure collaboration platform providing agencies with a supported PROTECTED-level environment for cross-government work.

GovTEAMS – a whole-of-government collaboration service supporting communication, coordination and information sharing.

GovLINK – a secure inter-agency communications network for the exchange of information up to and including PROTECTED.

Parliamentary Document Management System (PDMS) – supporting parliamentary workflow management across government.

Within GSB, GovConnect is responsible for the ongoing delivery, support and continuous improvement of several of these services, helping agencies collaborate more effectively and improving the user experience across government.

The key duties of the position include:

ABOUT THE OPPORTUNITY

As an APS 6 Customer Experience and Service Designer, you will help shape and improve the experience of government users interacting with GovConnect services, including GovTEAMS OFFICIAL, GovTEAMS PROTECTED and GovPlace. You will work across a broad range of initiatives, partnering with customers, stakeholders, technical specialists and service providers to understand user needs, identify pain points and opportunities, and translate insights into practical service improvements. This role offers a unique opportunity to influence whole-of-government digital services through customer research, service design, journey mapping, user testing and continuous improvement activities.

We offer comprehensive onboarding and orientation, mentoring from experienced technical and product specialists, flexible working arrangements, professional development opportunities and the chance to contribute to whole-of-government digital services.

Key responsibilities may include:

• Undertaking customer research activities, including interviews, workshops, surveys and feedback analysis.
• Mapping customer journeys and service experiences to identify opportunities for improvement.
• Applying service design and human-centred design approaches to improve service outcomes.
• Facilitating workshops and co-design activities with stakeholders and users.
• Developing insights, recommendations and artefacts that support service improvements.
• Supporting onboarding, adoption and engagement activities across GovConnect services.
• Monitoring customer feedback and service performance trends.
• Contributing to continuous improvement initiatives and business priorities across the GovConnect portfolio.
• Working collaboratively with product owners, technical specialists, service providers and agency stakeholders.

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.
• Successful applicants will be required to undergo the process to obtain and maintain, or continue to hold the required security clearance level for the role as indicated in the downloadable job pack. All Finance staff are required to have a minimum baseline security clearance prior to commencement.
• We encourage and welcome applications from Aboriginal and Torres Strait Islander peoples, people with Disability, LGBTQI+ people, people from culturally and linguistically diverse backgrounds and mature aged people.

Getting to know the Department of Finance

As a central agency of the Australian Government, the Department of Finance (Finance) plays an important role in assisting government across a wide range of policy areas to ensure its outcomes are met.Finance supports the government's ongoing priorities through the Budget process and fosters leading practice through the public sector resource management, governance and accountability frameworks. Finance plays a leading role in advising the government on many of its strategic priorities. We do this through our professional and considered approach to providing advice, developing policy, delivering services and engaging with our clients and stakeholders.Finance's key areas of focus are:- Budget- Business Enabling Services- Commercial- Governance and Resource Management