UX Service Design Analyst

Silverchain Group; City of Melbourne; Hybrid; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Salary packaging up to $18,500 tax free

Everyday discounts on retailers

Comprehensive health and wellbeing resources

Job summary

Silverchain Group is seeking a UX & Service Design Analyst to drive the digital transformation in care delivery. The role involves shaping services and experiences while ensuring user-centered design across various platforms.

This is a fulltime, two-year fixed-term position with a hybrid working model available in VIC, WA, SA, or NSW. Notably, the position offers the opportunity to salary package up to $18,500 tax-free along with significant discounts and health resources.

Qualifications

• Demonstrated experience in UX and service design roles within complex digital or enterprise environments.
• Experience producing low‑to‑high‑fidelity UI designs, wireframes and prototypes for web experiences.
• Working knowledge of user‑centred design, usability and accessibility standards.

Responsibilities

• Facilitate workshops and interviews with stakeholders to understand user and service needs.
• Design customer and staff journeys, including personas and scenarios.
• Develop service blueprints for mobile app and customer portal.
• Identify service gaps and document implications.
• Create low‑to‑high‑fidelity UI designs and mock‑ups for components.
• Facilitate design validation and usability sessions.

Skills

UX and service design experience

Service design capability

UI designs, wireframes and prototypes

Facilitation skills

Collaborative skills with delivery teams

Knowledge of user‑centred design

Proficiency in Figma or Miro

Job description

Silverchain is commencing an enterprise program to modernise our digital foundations and improve the experience for our clients, carers, providers and staff. Powered by Microsoft Dynamics 365, this multi-year transformation will bring a single, integrated platform to support care delivery at scale - advancing our role as a leading not for profit provider of home and community health services.

We've been trusted by Australians for 130 years, now with 5,800+ people caring for 150,000+ clients nationally. This role is a chance to apply your D365 expertise to work that matters - improving how care is coordinated and delivered across the country.

As an UX & Service Design Analyst, you'll help shape the end‑to‑end services and experiences that underpin this transformation. You'll work at the intersection of user needs, business priorities and technical delivery - translating insights into practical service designs blueprints that can be delivered at scale.

This is a hands‑on role where you'll influence how people experience care and how users interact with systems - ensuring designs are user‑centred, feasible and aligned to the target state of the program.

What's on offer

• Fulltime two-year Fixed Term role. Monday-Friday 76 hours per fortnight.
• Hybrid role - working from home flexible location VIC, WA, SA or NSW.
• Working for a non-profit organisation, you can salary package up to $18,500 tax free.
• Everyday discounts, including discounted vouchers for Coles, Woolworths, Amazon, Myer, The Good Guys and more.
• Comprehensive health and wellbeing resources and support.

What we're looking for

To thrive in this role, you'll need to have:

• Demonstrated experience in UX and service design roles within complex digital or enterprise environments.
• Strong capability in service design, including customer journey mapping and service blueprinting.
• Experience producing low‑to‑high‑fidelity UI designs, wireframes and prototypes for mobile and responsive web experiences.
• Proven facilitation skills, with the ability to engage stakeholders, explain design rationale and influence outcomes.
• Experience collaborating closely with delivery teams to translate designs into implementable requirements and acceptance criteria.
• Working knowledge of user‑centred design, usability and accessibility standards.
• Proficiency with relevant tooling such as Figma, Miro or equivalent.

Experience designing multi‑channel services, working in health, aged care or regulated environments, or delivering solutions on enterprise platforms such as Microsoft Dynamics 365 is highly regarded but not essential.

The role

As a UX Service Design Analyst:

You are a skilled UX and service design professional who thrives in complex environments and is comfortable balancing user needs with operational, technical and regulatory constraints.

• Facilitate workshops, interviews and observations with stakeholders, end users, advisory groups and delivery teams to understand user, business and service needs.
• Design end‑to‑end target‑state customer and staff journeys, including personas, scenarios, pain points and success measures.
• Develop service blueprints that articulate front‑stage and back‑stage interactions across channels such as mobile app, customer portal, and Microsoft Dynamics 365.
• Identify service gaps, failure points, dependencies and hand‑offs across channels and teams, and document implications and recommendations.
• Create low‑to‑high‑fidelity UI designs, wireframes and mock‑ups for agreed components across mobile, web and enterprise platforms.
• Facilitate design validation and usability sessions, synthesising feedback and iterating designs in line with user insights and delivery constraints.
• Work closely with Business Analysts, Product Owners, Solution Architects, vendors and delivery leads to translate designs into clear, implementable requirements.
• Maintain high‑quality design artefacts and documentation within agreed program tools and repositories.
• Contribute to the continuous improvement of UX and service design practices across the Digital Program.

At Silverchain, we recognise the positive contribution that a diverse workforce makes to our organisation where individuals can be authentic, are respected and celebrated. We strongly encourage applications from Indigenous Australians, people of all ages, gender, abilities, culturally diverse and linguistic backgrounds.