Government Experience & Service Designer for Digital Services

Department of Education and Training of Australia; Canberra; On-site; AUD 101,000 - 124,000; Full time

Job summary

Department of Education and Training of Australia in Canberra, ACT is seeking an APS 6 Customer Experience and Service Designer. You will shape and improve government user experiences for GovConnect services, collaborating with customers, stakeholders, and technical teams to translate insights into practical service improvements.

You will conduct research, map journeys, apply human-centered design, and facilitate workshops to drive onboarding, adoption and ongoing improvements across GovTEAMS

Qualifications

• Must understand government user experience needs and service delivery
• Experience applying human-centered design approaches
• Ability to translate insights into practical improvements for GovConnect services

Responsibilities

• Undertaking customer research activities, including interviews, workshops, surveys and feedback analysis.
• Mapping customer journeys and service experiences to identify opportunities for improvement.
• Applying service design and human-centred design approaches to improve service outcomes.
• Facilitating workshops and co-design activities with stakeholders and users.
• Developing insights, recommendations and artefacts that support service improvements.
• Supporting onboarding, adoption and engagement activities across GovConnect services.
• Monitoring customer feedback and service performance trends.
• Contributing to continuous improvement initiatives and business priorities across the GovConnect portfolio.
• Working collaboratively with product owners, technical specialists, service providers and agency stakeholders.

Skills

Customer research

Journey mapping

Service design

Human-centered design

Workshop facilitation

Stakeholder collaboration

User testing

Tools

GovConnect

GovTEAMS

GovPlace

PDMS

Job description

Department of Education and Training of Australia in Canberra, ACT is seeking an APS 6 Customer Experience and Service Designer. You will shape and improve government user experiences for GovConnect services, collaborating with customers, stakeholders, and technical teams to translate insights into practical service improvements.

You will conduct research, map journeys, apply human-centered design, and facilitate workshops to drive onboarding, adoption and ongoing improvements across GovTEAMS