Service Design Analyst: End-to-End Intelligence UX

Softtest Pays Pty

Australia

On-site

AUD 90,000 - 140,000

Full time

14 days+

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Job summary

Softtest Pays Pty is seeking a Service Design Analyst to design end-to-end digital services for criminal intelligence systems, applying human-centered design methods such as user research, journey mapping and service blueprinting. The role ensures accessibility, operational viability and alignment with policy, analytics platforms and strategy for intelligence practitioners and partner agencies.

You will create current and future state journey maps, link frontstage experiences to backstage

Qualifications

Knowledge of analytics platforms and BI tools as service contexts.
Experience with Visio, Figma, Miro or equivalent tooling.
Service delivery and ITIL practices.
Agile delivery experience (SAFe, Scrum, Lean UX).
Knowledge of Australian digital service standards and WCAG 2.1 AA accessibility.

Responsibilities

Plan and facilitate user research activities with intelligence practitioners and partner users.
Synthesize research into personas, empathy maps, needs statements and insights reports.
Create current-state and future-state journey maps across channels.
Develop service blueprints linking frontstage experiences with backstage processes and data flows.
Translate blueprints into high-level requirements for handoff to BAs and delivery teams.
Collaborate with product owners, BAs and architects to align services with capabilities and strategy.
Co-design and prototype concepts, test prototypes with users to validate assumptions.
Conduct heuristic evaluations and usability testing; document findings and recommendations.
Define and contribute to measurement of user satisfaction, service quality KPIs and accessibility compliance.
Maintain service design artefacts and governance documentation.