Hybrid APS6 Service Designer - Shape Government Experience

Hoban Recruitment; Sydney; Hybrid; AUD 68,000 - 98,000; Full time

Benefits offered by this job

Competitive hourly rate: $60.26/hr APS

12% superannuation

ASAP start

37.5 hours/week

Job summary

HOBAN Recruitment is seeking an experienced APS6 Service Designer to join a high-profile federal government team in Sydney. The role focuses on improving customer experiences through service innovation and human-centred design, collaborating with stakeholders to shape end-to-end service improvements across multiple channels.

You will research, analyse and enhance service journeys, facilitate co-design sessions, and influence service improvements while navigating complex stakeholder environments.

Qualifications

• Experience in service design and human-centred design methodologies.
• Strong experience mapping and improving end-to-end service experiences and customer journeys.
• Proven ability to facilitate workshops, co-design sessions and stakeholder engagement activities.
• Strong analytical skills with the ability to translate insights into practical, evidence-based recommendations.

Responsibilities

• Conduct service design research to identify customer, stakeholder and business needs.
• Develop and document current-state and future-state service experiences, processes and customer journeys.
• Facilitate workshops, co-design activities and design thinking sessions with diverse stakeholders.
• Analyse complex information and translate insights into practical service and process improvements.
• Advocate for customer needs and experiences throughout the design process.
• Contribute to the design, testing and evaluation of service solutions.
• Support service transformation initiatives through artefacts such as journey maps, service blueprints, personas and process maps.
• Build strong relationships with internal and external stakeholders to influence positive outcomes.
• Ensure service improvements align with contemporary service design principles and digital service standards.

Skills

Service design

Human-centred design

Stakeholder engagement

Workshop facilitation

Customer journeys

Tools

Journey maps

Service blueprints

Personas

Process maps

Job description

HOBAN Recruitment is seeking an experienced APS6 Service Designer to join a high-profile federal government team in Sydney. The role focuses on improving customer experiences through service innovation and human-centred design, collaborating with stakeholders to shape end-to-end service improvements across multiple channels.

You will research, analyse and enhance service journeys, facilitate co-design sessions, and influence service improvements while navigating complex stakeholder environments.