Customer Experience and Service Designer

Department of Education and Training of Australia; Canberra; On-site; AUD 101,000 - 124,000; Full time

Job summary

Department of Education and Training of Australia in Canberra, ACT is seeking an APS 6 Customer Experience and Service Designer. You will shape and improve government user experiences for GovConnect services, collaborating with customers, stakeholders, and technical teams to translate insights into practical service improvements.

You will conduct research, map journeys, apply human-centered design, and facilitate workshops to drive onboarding, adoption and ongoing improvements across GovTEAMS

Qualifications

• Must understand government user experience needs and service delivery
• Experience applying human-centered design approaches
• Ability to translate insights into practical improvements for GovConnect services

Responsibilities

• 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.

Skills

Customer research

Journey mapping

Service design

Human-centered design

Workshop facilitation

Stakeholder collaboration

User testing

Tools

GovConnect

GovTEAMS

GovPlace

PDMS

Job description

Customer Experience and Service Designer

• Business Enabling Services Group / ICT (BES) Division / Government Services (BES/ICTD) Branch
• APS 6 ($101,355 - $123,702) | Non-ongoing | Full-time

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.

We deliver and support 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.

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.

Location: Canberra, ACT

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.

DETAILED VACANCY INFORMATION

For detailed information about this role, including the job specific capabilities, please refer to the downloadable vacancy pack, which can be accessed by clicking the hyperlink at the bottom of this page.

ELIGIBILITY ADVICE & CANDIDATE NOTES

• 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.