GovConnect UX & Service Designer (APS6)

Department of Finance; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Department of Finance is seeking an APS 6 Customer Experience and Service Designer to shape how government users interact with GovConnect services, including GovTEAMS OFFICIAL, GovTEAMS PROTECTED and GovPlace. You will partner with customers, stakeholders and technical teams to translate insights into practical service improvements.

You will lead customer research, journey mapping and usability testing, contributing to cross-government digital service enhancements and ongoing user-centred design

Responsibilities

• Undertake customer research activities (interviews, workshops, surveys, feedback analysis).
• Map customer journeys and service experiences to identify improvement opportunities.
• Apply service design and human-centred design approaches to improve outcomes.
• Facilitate workshops and co-design activities with stakeholders and users.
• Develop insights, recommendations and artefacts supporting service improvements.
• Support onboarding, adoption and engagement across GovConnect services.
• Monitor customer feedback and service performance trends.
• Contribute to continuous improvement initiatives and business priorities across GovConnect Portfolio.
• Collaborate with product owners, technical specialists, service providers and agency stakeholders.

Job description

Department of Finance is seeking an APS 6 Customer Experience and Service Designer to shape how government users interact with GovConnect services, including GovTEAMS OFFICIAL, GovTEAMS PROTECTED and GovPlace. You will partner with customers, stakeholders and technical teams to translate insights into practical service improvements.

You will lead customer research, journey mapping and usability testing, contributing to cross-government digital service enhancements and ongoing user-centred design