EL1 Service Designer - Lead Government Service Design

Hoban; Canberra; On-site; AUD 96,000 - 126,000; Full time

Benefits offered by this job

Competitive daily rate

12% superannuation

ASAP start

37.5 hours per week

Flexible work arrangements

Collaborative multidisciplinary team

Humancentred design methods

Job summary

Hoban Recruitment is seeking an experienced EL1 level Service Designer to join a high-performing team in Deakin ACT, focusing on service improvements and enhanced customer experiences within a complex operating environment.

You will lead process mapping, identify pain points, conduct analyses, and facilitate workshops and user testing to deliver evidence-based recommendations. The role offers 37.5 hours per week and flexible work arrangements.

Qualifications

• Experience delivering service design and process improvement initiatives in complex environments.
• Strong capability in process mapping, workflow analysis and identifying service improvement opportunities.
• Experience analysing qualitative and quantitative data to identify trends, risks and insights.
• Proven experience facilitating workshops, interviews, testing activities and stakeholder consultations.
• Excellent stakeholder engagement and influencing skills.

Responsibilities

• Leading current-state and future-state process mapping activities.
• Identifying service pain points, risks and improvement opportunities.
• Conducting process analysis, time and motion studies, and performance assessments.
• Gathering and analysing qualitative and quantitative data to support decision-making.
• Facilitating workshops, interviews, co-design sessions and user testing activities.
• Developing evidence-based recommendations to improve service delivery outcomes.
• Collaborating with service designers, business analysts, UI/UX specialists and operational teams.
• Supporting continuous improvement initiatives and maintaining improvement backlogs.
• Managing complex pieces of work under broad direction while balancing competing priorities.
• Building strong stakeholder relationships and influencing outcomes across diverse teams.

Skills

Process mapping

Stakeholder engagement

Workshop facilitation

Data analysis

User testing

Service design

Team collaboration

Leadership

Tools

Miro

FigJam

Visio

Lucidchart

Figma

Job description

Hoban Recruitment is seeking an experienced EL1 level Service Designer to join a high-performing team in Deakin ACT, focusing on service improvements and enhanced customer experiences within a complex operating environment.

You will lead process mapping, identify pain points, conduct analyses, and facilitate workshops and user testing to deliver evidence-based recommendations. The role offers 37.5 hours per week and flexible work arrangements.