Service Designer

Australian Broadcasting Corporation; Brisbane; On-site; AUD 129,000 - 143,000; Full time

Job summary

Australian Broadcasting Corporation (ABC) invites applications for a Service Designer to contribute to the Digital Product team in Brisbane. You will drive human-centred design across diverse digital products and systems, working under the Product Design Research Lead to improve workflows and innovate.

You will plan qualitative research, synthesize insights, and create artefacts like journey maps and personas to guide decision-making and measure audience value.

Qualifications

• Proven experience in service or strategic design.
• Strong knowledge of human-centred design processes and outcomes for audiences and business.
• Excellent communication skills to explain complex information to technical and non-technical audiences.
• Strong project management skills with experience in agile environments.

Responsibilities

• Discover, define and design improvements to existing workflows and explore new innovative solutions.
• Plan and run complex qualitative research: interviews, contextual inquiries and co-design sessions with multiple stakeholders.
• Synthesize insights from multiple streams, apply systems thinking, and contribute to organisation-wide outcomes.
• Create design artefacts such as journey maps, service blueprints, personas, and roadmaps.

Skills

Human-centred design

Project management

Agile

Communication

Education

Tertiary qualification

Job description

• Sydney, Melbourne or Brisbane location
• Fixed Term Contract for Approximately 11 Months (Full-Time hours)
• Salary $129k - $143k +15.4% ABC Nominated super

The Role

Join Australia’s national broadcaster as part of the Digital Product team. You’ll help create desirable, feasible and viable digital experiences using human centred design practices to improve the user (audience and content makers) experience across our diverse range of digital products and systems.

The Job

• Work under the broad direction of the Product Design Research Lead to discover, define and design improvements to existing workflows, and to find new ways to innovate.
• Plan and run complex qualitative research, including interviews, contextual inquiries and co-design sessions with multiple stakeholders, then analyse and synthesise what you find.
• Work across multiple product and research streams, applying systems thinking to synthesise insights, identify patterns and contribute to organisation‑wide outcomes.
• Create design artefacts that communicate your research and point the way forward, such as current and future state journey maps, service blueprints, behavioural archetypes or personas, and roadmaps.
• Combine quantitative research, analytics, industry trends, market research and emerging technologies to spot opportunities for service optimisation and innovation, and to support decision making within agreed program timeframes.
• Champion employee and audience needs across the organisation, influencing stakeholders to put these needs at the centre of their decisions.
• Help build and improve research operations, with a particular focus on tooling, repositories and tagging that make research easy to find and reuse.
• Contribute to how we measure audience value across our digital products, helping to define, collect and interpret measures (such as satisfaction and ease of use) that show whether we’re delivering for audiences.

Position Description: 50052530 SERVICE DESIGNER.pdf

About You

You’ll have:

• Relevant tertiary qualifications, or equivalent skills, knowledge and industry experience, in service or strategic design.
• Proven experience delivering long-term service design projects in a large, complex technology environment.
• Strong knowledge and experience of human-centred design, including a well-developed understanding of the design process and research, and of delivering better outcomes for audiences and the business.
• Excellent communication skills, with the ability to explain complex information to technical and non-technical audiences, and to foster an open, creative approach within and across teams.
• Strong project management skills and experience working in agile environments.

About ABC Product & Technology:

The Product & Technology (P&T) division is responsible for delivering the technology and services that enable the ABC to fulfil its creative, strategic and business goals. The scope of activities and responsibilities of the P&T division range from keeping ABC programs and services on‑air and on‑line, to delivering on key projects, as well as assisting in setting the technology strategy and architecture for the ABC.

More info:

In line with our focus on diversity and inclusion, applications are strongly encouraged from Indigenous Australians, people from a range of cultural and linguistic backgrounds, people with disability and LGBTQIA+ individuals. The ABC also aims to achieve a gender-balanced workforce.

To request recruitment and selection information in alternate formats, request adjustments, or if you have accessibility requirements please contact [e-mail]

Applications Close: Sunday 8th November at 11:55pm