Senior Service Designer: Business & Service Transformation

DFP Recruitment; Sydney; On-site; AUD 95,000 - 150,000; Full time

Job summary

The National Disability Insurance Agency (NDIA) is seeking an experienced Business Designer to drive current-to-future state design for complex ICT programs. You will lead design activities, map processes and operating models, and work with analysts, designers and product teams to translate strategy into practical solutions.

You will apply human-centred design methods, facilitate senior-stakeholder workshops and develop artefacts such as service blueprints and capability maps to enable

Qualifications

• Extensive experience in business design within a large or complex Australian Government ICT or digital transformation program.
• Strong experience applying business design, human-centred design and/or service design methods to complex organisational and service delivery problems.
• Demonstrated experience analysing current-state business environments and designing future-state processes, services, capabilities or operating models.
• Demonstrated experience facilitating workshops and working collaboratively with senior business, technical and delivery stakeholders to define problems and develop practical solutions.
• Strong analytical and systems-thinking capability, with demonstrated ability to understand relationships between people, process, technology and organisational requirements.
• Strong communication and stakeholder engagement skills, including the ability to develop and present clear business design artefacts, findings and recommendations to technical and non-technical audiences.

Responsibilities

• Lead and undertake business design activities to understand current-state services, processes, capabilities and operating environments and identify opportunities for improvement.
• Design future-state business processes, service models and operating arrangements that support the implementation of new or changed digital capabilities.
• Apply human-centred and business design approaches to ensure business solutions appropriately consider user, operational and organisational needs.
• Facilitate workshops and collaborative design activities with business, technical and delivery stakeholders to explore problems, develop options and define future-state outcomes.
• Map and analyse business processes, customer and staff journeys, capabilities, roles, interactions and dependencies across complex service environments.
• Identify business impacts, gaps, constraints, risks and dependencies associated with proposed technology and service changes.
• Translate strategic objectives, research insights and business requirements into practical business design recommendations and implementation considerations.
• Develop business design artefacts, including current and future-state process maps, operating models, capability maps, service blueprints and other relevant documentation.
• Work collaboratively with business analysts, service designers, user researchers, architects and product teams to ensure alignment between business needs, service design and technology solutions.
• Support options analysis and assessment of proposed solutions, considering business value, feasibility, operational impacts and implementation requirements.
• Provide specialist business design advice to senior stakeholders and clearly communicate complex findings, options and recommendations.
• Support business readiness and transition activities by identifying changes required to processes, roles, capabilities and ways of working.
• Contribute to the continuous improvement of business design practices, tools, methods and reusable artefacts across ICT programs and projects.

Skills

Business design

User research

Workshop facilitation

Stakeholder engagement

Job description

The National Disability Insurance Agency (NDIA) is seeking an experienced Business Designer to drive current-to-future state design for complex ICT programs. You will lead design activities, map processes and operating models, and work with analysts, designers and product teams to translate strategy into practical solutions.

You will apply human-centred design methods, facilitate senior-stakeholder workshops and develop artefacts such as service blueprints and capability maps to enable