Service Consultant

Hoban; Canberra; On-site; AUD 96,000 - 126,000; Full time

Benefits offered by this job

Competitive daily rate

12% superannuation

ASAP start

37.5 hours per week

Flexible work arrangements

Collaborative multidisciplinary team

Humancentred design methods

Job summary

Hoban Recruitment is seeking an experienced EL1 level Service Designer to join a high-performing team in Deakin ACT, focusing on service improvements and enhanced customer experiences within a complex operating environment.

You will lead process mapping, identify pain points, conduct analyses, and facilitate workshops and user testing to deliver evidence-based recommendations. The role offers 37.5 hours per week and flexible work arrangements.

Qualifications

• Experience delivering service design and process improvement initiatives in complex environments.
• Strong capability in process mapping, workflow analysis and identifying service improvement opportunities.
• Experience analysing qualitative and quantitative data to identify trends, risks and insights.
• Proven experience facilitating workshops, interviews, testing activities and stakeholder consultations.
• Excellent stakeholder engagement and influencing skills.

Responsibilities

• Leading current-state and future-state process mapping activities.
• Identifying service pain points, risks and improvement opportunities.
• Conducting process analysis, time and motion studies, and performance assessments.
• Gathering and analysing qualitative and quantitative data to support decision-making.
• Facilitating workshops, interviews, co-design sessions and user testing activities.
• Developing evidence-based recommendations to improve service delivery outcomes.
• Collaborating with service designers, business analysts, UI/UX specialists and operational teams.
• Supporting continuous improvement initiatives and maintaining improvement backlogs.
• Managing complex pieces of work under broad direction while balancing competing priorities.
• Building strong stakeholder relationships and influencing outcomes across diverse teams.

Skills

Process mapping

Stakeholder engagement

Workshop facilitation

Data analysis

User testing

Service design

Team collaboration

Leadership

Tools

Miro

FigJam

Visio

Lucidchart

Figma

Job description

HOBAN Recruitment is seeking an experienced EL1 level Service Designer to join a high-performing team responsible for driving service improvements, enhancing customer experiences, and delivering evidence-based outcomes within a complex operating environment.
This is an exciting opportunity for a professional who thrives on solving complex business challenges, engaging with stakeholders, and leading service design initiatives that create meaningful and measurable improvements.
Role is located in Deakin ACT.
Key responsibilities include:

• Leading current-state and future-state process mapping activities
• Identifying service pain points, risks and improvement opportunities
• Conducting process analysis, time and motion studies, and performance assessments
• Gathering and analysing qualitative and quantitative data to support decision-making
• Facilitating workshops, interviews, co-design sessions and user testing activities
• Developing evidence-based recommendations to improve service delivery outcomes
• Collaborating with service designers, business analysts, UI/UX specialists and operational teams
• Supporting continuous improvement initiatives and maintaining improvement backlogs
• Managing complex pieces of work under broad direction while balancing competing priorities
• Building strong stakeholder relationships and influencing outcomes across diverse teams
• Competitive pay rate of $602.55 per day at EL1 Level, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• ASAP start date, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Opportunity to work on large-scale service design and transformation initiatives
• Flexible work arrangements available
• Collaborative and multidisciplinary team environment
• Develop and apply contemporary service design and human-centred design methodologies
• Opportunity to lead stakeholder engagement and business improvement activities

HOBAN Recruitment is seeking an experienced EL1 level Service Designer to join a high-performing team responsible for driving service improvements, enhancing customer experiences, and delivering evidence-based outcomes within a complex operating environment.
This is an exciting opportunity for a professional who thrives on solving complex business challenges, engaging with stakeholders, and leading service design initiatives that create meaningful and measurable improvements.
Role is located in Deakin ACT.
Key responsibilities include:

• Leading current-state and future-state process mapping activities
• Identifying service pain points, risks and improvement opportunities
• Conducting process analysis, time and motion studies, and performance assessments
• Gathering and analysing qualitative and quantitative data to support decision-making
• Facilitating workshops, interviews, co-design sessions and user testing activities
• Developing evidence-based recommendations to improve service delivery outcomes
• Collaborating with service designers, business analysts, UI/UX specialists and operational teams
• Supporting continuous improvement initiatives and maintaining improvement backlogs
• Managing complex pieces of work under broad direction while balancing competing priorities
• Building strong stakeholder relationships and influencing outcomes across diverse teams

Benefits

• Competitive pay rate of $602.55 per day at EL1 Level, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• ASAP start date, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Opportunity to work on large-scale service design and transformation initiatives
• Flexible work arrangements available
• Collaborative and multidisciplinary team environment
• Develop and apply contemporary service design and human-centred design methodologiesOpportunity to lead stakeholder engagement and business improvement activities

About You

To be successful in this role, you will have:

• Demonstrated experience delivering service design and process improvement initiatives in complex environments
• Strong capability in process mapping, workflow analysis and identifying service improvement opportunities
• Experience analysing qualitative and quantitative data to identify trends, risks and business insights
• Proven experience facilitating workshops, interviews, testing activities and stakeholder consultations
• Excellent stakeholder engagement and influencing skills
• Ability to lead complex workstreams, manage risks and resolve issues effectively
• Strong communication and relationship-building skills
• Experience working collaboratively with multidisciplinary teams

Highly regarded experience includes:

• Working within government, disability, human services, healthcare or other highly regulated environments
• Applying human-centred design, design thinking, service blueprinting and lean improvement methodologies
• Designing and supporting user testing and validation programs
• Experience using tools such as Miro, FigJam, Visio, Lucidchart, Figma or similar platforms
• Understanding customer-centred or participant-centred service delivery models

Please note you do need to be anAUSTRALIAN CITIZENfor this Federal Government role.
Positions close for submissions on FRIDAY 13th NOVEMBER COB.

At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at***********@hoban.com.auor visit www.hoban.com.au/adjustmentsfor additional contact details.