EL1 Service Designer- Service Design and Improvement

DFP Recruitment; Adelaide; Hybrid; AUD 96,000 - 126,000; Full time

Job summary

DFP Recruitment seeks experienced EL1 Service Designers / Process Improvement Specialists for roles within a large Federal Government agency in Australia. You will lead process mapping, analysis and stakeholder engagement to improve service delivery and user experiences.

Working under broad direction, you will guide multidisciplinary teams, facilitate co-design activities, and develop evidence-based recommendations. Hybrid work options and multiple locations nationally are available.

Qualifications

• Proven experience delivering service design and/or 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 workshops, interviews, co-design, user engagement and stakeholder consultation activities.
• Highly developed stakeholder engagement and influencing skills, with the ability to collaborate across multidisciplinary teams.
• The ability to lead complex work and deliver outcomes under broad direction while effectively managing competing priorities, risks and issues.
• Strong analytical, problem-solving, facilitation and communication skills.

Responsibilities

• Undertake current-state and future-state process mapping to identify inefficiencies.
• 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 and validation activities, evaluate findings and contribute to continuous improvement.
• Manage competing priorities, resolve issues and risks, and lead complex pieces of work under broad direction.
• Provide guidance and support to team members across process design, optimisation and continuous improvement activities.

Skills

Service design

Process improvement

Stakeholder engagement

Data analysis

Workshop facilitation

User research

Co-design

Stakeholder communication

Analytical thinking

Tools

Miro

FigJam

Visio

Lucidchart

Figma

Job description

DFP Recruitment is seeking experienced EL1 Service Designers / Process Improvement Specialists for opportunities within a large Federal Government agency. This is an opportunity to apply your expertise across service design, process analysis, human-centred design and stakeholder engagement to improve service delivery and create better experiences for service users.

Working under broad direction, you will lead complex pieces of work, uncover areas for improvement and work closely with multidisciplinary teams to develop, test and implement practical, evidence-based 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 and validation activities, evaluate findings and contribute to continuous improvement.
• Manage competing priorities, resolve issues and risks, and lead complex pieces of work under broad direction.
• Provide guidance and support to team members across process design, optimisation and continuous improvement activities.

What We're Looking For

To be successful, you will demonstrate:

• Proven experience delivering service design and/or 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 workshops, interviews, co-design, user engagement and stakeholder consultation activities.
• Highly developed stakeholder engagement and influencing skills, with the ability to collaborate across multidisciplinary teams.
• The ability to lead complex work and deliver outcomes under broad direction while effectively managing competing priorities, risks and issues.
• Strong analytical, problem-solving, facilitation and communication skills.

Desirable Experience

• Experience within government, human services, disability, health or other highly regulated environments.
• Understanding 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 or 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: Up to $602.55 per day + superannuation
• Duration: Initial 12-month assignment, with potential for extension
• Commencement: ASAP, subject to successful pre-employment checks
• Hours: Full-time, standard business hours
• Location: Multiple locations nationally
• Work Arrangements:Hybrid working arrangements available
• Eligibility: Australian Citizenship is sought as part of the agency's eligibility requirements
• Successful candidates will be required to complete relevant pre-engagement and security screening requirements.

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