Service Designer

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

Rate:
The proposed rate should reflect candidate's skills and experience against the Evaluation Criteria. Candidates that do not demonstrate these criteria will not be assessed. Candidates should be aware that rates may be negotiated further as part of the selection process.

Citizenship:
As part of the eligibility and suitability requirement, NDIA seeks Labour Hire Workers who are Australian citizens only. Successful candidates will be required to furnish valid evidence of citizenship during the Pre-engagement Check.

Labour Hire Licence:
Applicable for ACT, VIC and QLD: Labour hire licences are required in the state that specified personnel are being contracted.

Key duties and 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.

NOTE: the key responsibilities of the role are based on current priorities and may change over time

About the organisation

The National Disability Insurance Agency (NDIA) is an independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIA values a positive contemporary attitude to disability. As a Federal Agency, we work within a legislative and regulatory environment. We adhere to the Australian Public Service Code of Conduct as set out in section 13 of the Public Service Act 1999. Our work is driven by the Corporate Plan which provides strategic direction to achieve our purpose of making a difference so that people with disability can choose and achieve their goals.

The NDIA Values are:

• - We value people – We put participants at the heart of everything we do.
• - We grow together – We work together to deliver quality outcomes.
• - We aim higher – We are resilient and always have the courage to do better.
• - We take care – We own what we do and we do the right thing.

Our values reflect our passion and commitment to building a positive, participant-centred culture.

Criteria

1. 1.Demonstrated extensive experience in business design, service transformation, operating model design or a closely related discipline within a complex digital or ICT environment.
2. 2.Strong experience applying business design, human-centred design and/or service design methods to complex organisational and service delivery problems.
3. 3.Demonstrated experience analysing current-state business environments and designing future-state processes, services, capabilities or operating models.
4. 4.Demonstrated experience facilitating workshops and working collaboratively with senior business, technical and delivery stakeholders to define problems and develop practical solutions.
5. 5.Strong analytical and systems-thinking capability, with demonstrated ability to understand relationships between people, process, technology and organisational requirements.
6. 6.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.
7. 1.Experience undertaking business design within a large or complex Australian Government ICT or digital transformation program.
8. 2.Experience developing operating models, capability maps, service blueprints and complex process models.
9. 3.Knowledge of Agile, human-centred design and contemporary digital delivery practices.
10. 4.Experience supporting implementation, business readiness or organisational transformation associated with significant technology change.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via***********@dfp.com.auor1300 337 ***and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.