EL1 Service Designer / Process Improvement Specialist

Government client (agency undisclosed); Brisbane; Hybrid; AUD 96,000 - 126,000; Full time

Job summary

Government client (agency undisclosed) is seeking an EL1 Service Designer / Process Improvement Specialist to lead service improvement initiatives across a large, complex organisation in Australia. The role focuses on current/future-state mapping, data-driven recommendations and user-centred delivery.

The role involves facilitating workshops, engaging stakeholders, and collaborating with multidisciplinary teams to test and implement improvements.

Qualifications

• Proven experience delivering service design and process improvement initiatives within complex environments.
• Strong capability in current-state and future-state process mapping, identifying pain points and developing practical improvement recommendations.
• Experience analysing qualitative and quantitative data, including process analysis, time and motion studies or performance assessments.
• Demonstrated experience facilitating user engagement, workshops, interviews, co-design and stakeholder consultation activities.
• Highly developed stakeholder engagement and influencing skills, with the ability to work collaboratively across multidisciplinary teams.

Responsibilities

• Undertake current-state and future-state process mapping to identify inefficiencies, pain points and opportunities for improvement.
• Conduct process analysis, time and motion studies and performance assessments to inform evidence-based recommendations.
• Analyse qualitative and quantitative data to identify trends, risks and opportunities to improve service delivery.
• Facilitate workshops, interviews, user engagement and co-design activities to understand user experiences and validate proposed improvements.
• Collaborate with service designers, business analysts, UI/UX designers, operational teams and senior stakeholders to develop effective solutions.
• Support the design and delivery of user testing programs, evaluate outcomes and maintain continuous improvement backlogs.
• Manage competing priorities, resolve issues and risks, and lead complex work under broad direction.
• Provide guidance and support to team members on process design, optimisation and continuous improvement practices.

Skills

Service design

Process improvement

Stakeholder engagement

Workshop facilitation

User testing

Tools

Miro

FigJam

Visio

Lucidchart

Figma

Job description

Multiple Locations | 12-Month Assignment | $602.55 per day + super Are you an experienced service design or process improvement professional who enjoys solving complex problems and finding better ways to deliver services? We are seeking an experienced EL1 Service Designer / Process Improvement Specialist to lead service improvement initiatives within a large, complex organisation. This is an opportunity to apply your expertise in service design, process analysis and stakeholder engagement to improve service delivery and create better user experiences. Working under broad direction, you will lead complex pieces of work, identify opportunities for improvement and collaborate with multidisciplinary teams to develop, test and implement practical solutions.

The Opportunity In this role, you will:

• Undertake current-state and future-state process mapping to identify inefficiencies, pain points and opportunities for improvement.
• Conduct process analysis, time and motion studies and performance assessments to inform evidence-based recommendations.
• Analyse qualitative and quantitative data to identify trends, risks and opportunities to improve service delivery.
• Facilitate workshops, interviews, user engagement and co-design activities to understand user experiences and validate proposed improvements.
• Collaborate with service designers, business analysts, UI/UX designers, operational teams and senior stakeholders to develop effective solutions.
• Support the design and delivery of user testing programs, evaluate outcomes and maintain continuous improvement backlogs.
• Manage competing priorities, resolve issues and risks, and lead complex work under broad direction.
• Provide guidance and support to team members on process design, optimisation and continuous improvement practices.

What We're Looking For

To be successful in this role, you will demonstrate:

• Proven experience delivering service design and process improvement initiatives within complex environments.
• Strong capability in current-state and future-state process mapping, identifying pain points and developing practical improvement recommendations.
• Experience analysing qualitative and quantitative data, including process analysis, time and motion studies or performance assessments.
• Demonstrated experience facilitating user engagement, workshops, interviews, co-design and stakeholder consultation activities.
• Highly developed stakeholder engagement and influencing skills, with the ability to work collaboratively across multidisciplinary teams.
• The ability to lead complex projects and deliver outcomes under broad direction, managing competing priorities, risks and issues effectively.
• Excellent analytical, problem-solving and communication skills.

Desirable Experience

Desirable ExperienceT he following experience will be highly regarded:

• Background in government, human services, disability, health or other regulated environments.
• Knowledge of participant or customer-centred service delivery models.
• Experience applying human-centred design, journey mapping, service blueprinting, design thinking or Lean process improvement methodologies.
• Experience designing and supporting user testing and validation activities.
• Familiarity with process modelling and service design tools such as Miro, FigJam, Visio, Lucidchart, Figma or similar platforms.

Assignment Details

• Daily Rate: $602.55 + superannuation.
• Duration: Initial 12-month assignment, with a view to extension.
• Commencement: ASAP.
• Hours: Full-time, business hours.
• Location: Flexible – opportunities available across Brisbane, Logan, Gold Coast, Toowoomba, Sunshine Coast, Townsville, Cairns and Ipswich.
• Work Arrangements: Hybrid working arrangements available.
• Australian Citizenship essential

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 [e-mail] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

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