EL1 Service Designers

Randstad; South Australia; On-site; AUD 120,000 - 140,000; Full time

Job summary

Randstad Pty is seeking an experienced Service Designer to lead complex service design and business improvement initiatives for a national-scale federal government disability program. The role focuses on mapping end-to-end journeys, translating research into practical improvements, and facilitating co-design with diverse stakeholders.

You will work in a multidisciplinary team to shape future-state service processes, drive evidence-based recommendations, and ensure user-centered outcomes for

Qualifications

• > Proven background leading service design, process improvement, and mapping in large organisations.
• < Strong ability to synthesize qualitative insights with quantitative data to identify trends and opportunities.
• < Hands-on experience planning and running co-design workshops and interviews with end users.
• < Excellent communication and influencing skills with cross-team collaboration.
• < Familiarity with human-centered design, Lean, service blueprinting, and collaboration tools.

Responsibilities

• > Lead current-state and future-state process mapping, identify pain points, and develop evidence-based recommendations.
• < Analyse qualitative and quantitative data to identify trends, risks, and improvement opportunities.
• < Design and facilitate user engagement and co-design activities (workshops, interviews, testing).
• < Translate research into journey maps, service blueprints, and actionable concepts.
• < Collaborate with UI/UX, business analysts, delivery teams, and executives.
• < Manage priorities, risks, and design backlogs to support continuous improvement.

Skills

Service design leadership

Data analysis

Co-design facilitation

Stakeholder management

Human-centered design (HCD)

Design thinking workshops

Process mapping

Tools

Miro

FigJam

Visio

Lucidchart

Figma

Job description

EL1 Service Designers

• Senior role, Disability Sector
• Drive future state processes
• Fed Gov, 12 month contract

Are you an experienced Service Designer who wants to make a lasting impact on a national scale by improving service delivery outcomes and championing human-centred design?

I am currently partnering with a prominent Federal Government client in the disability sector with this exciting and critical leadership role within the service design and continuous improvement space, driving user-centred outcomes for participants, families, carers, and frontline delivery teams.

About the Opportunity

In this pivotal role, you will lead and deliver complex service design and business improvement work under broad direction. You will be responsible for understanding participant and staff experiences, mapping end-to-end service journeys, and shaping evidence-based recommendations that translate strategy into practical, high-quality service outcomes. Working within a collaborative, multidisciplinary environment, you will play a pivotal role in facilitating co-design, engaging diverse stakeholders, and establishing future-state service processes.

Key Responsibilities

• Leading current-state and future-state process mapping, identifying pain points, and developing evidence-based recommendations to optimise service delivery.
• Analysing qualitative and quantitative data to identify trends, risks, and improvement opportunities (including process analysis, performance assessments, and business improvement reviews).
• Designing and facilitating user engagement and co-design activities, including design-thinking workshops, user interviews, testing sessions, and stakeholder consultations.
• Translating research and user feedback into journey maps, service blueprints, and actionable concepts aligned with user needs and the Digital Service Standard.
• Collaborating with multidisciplinary project teams, including UI/UX designers, business analysts, operational delivery teams, and senior executives.
• Managing competing priorities, resolving issues and risks, and maintaining design backlogs to support continuous improvement across the agency.

Ideally you will possess

• Demonstrated Service Design Experience: Proven background leading service design, process improvement, and process mapping in large, complex organisations.
• Data & Business Analysis: Strong ability to synthesise qualitative insights with quantitative data to identify operational trends, bottlenecks, and improvement opportunities.
• Co-Design & Facilitation: Hands‑on experience planning and running co‑design workshops, user testing programs, and interviews with diverse end users.
• Stakeholder Management: Exceptional communication and influencing skills with the ability to build trusted partnerships across technical, operational, and executive teams.
• Methodologies & Tools: Familiarity with human‑centred design (HCD), Lean, service blueprinting, and contemporary collaboration tools (e.g., Miro, FigJam, Visio, Lucidchart, Figma).
• Sector Experience (Desirable): Prior experience in government, human services, health, disability, or other highly regulated environments focusing on participant- or customer-centred service models.

PLEASE NOTE: You Must be an Australian Citizen to be eligible for this position

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

experience10 years

qualification

• disability sector
• service design and business improvement
• mapping service journeys
• co-design
• future-state service processes
• qualitative and quantitative data analysis
• risk assessment