EL1 Service Designer - Digital Communications

Pay Rate: $602.55 per day

Submission Deadline: 8 AM - Friday 4 July

We are seeking an experienced Service Designer to lead a key project aimed at enhancing the accessibility, timeliness, and relevance of NDIS communications.

This is a strategic leadership role where you will work across stakeholders to map and improve the agency's communications ecosystem, with a strong focus on service design, accessibility, and participant experience.

You will play a critical part in ensuring NDIS digital communications, including email and SMS, contribute meaningfully to improving participant outcomes and the overall service experience.

Key Responsibilities

• Lead the design and improvement of the agency's digital marketing service, ensuring communications are accessible, timely, and impactful
  
• Develop and document the current state of digital marketing services through service blueprints and user research
  
• Identify pain points across the participant journey and design improvements that enhance both the participant experience and business processes
  
• Facilitate design-thinking sessions with service users to co-design and test future state experiences
  
• Advocate for the voice of NDIS participants and stakeholders throughout service design processes
  
• Oversee end-to-end experience design across digital marketing channels to ensure a consistent, participant-focused approach
  
• Collaborate with internal teams and stakeholders to deliver a coordinated, high-quality communications experience
  
• Provide strategic leadership, balancing competing priorities to deliver project outcomes aligned with agency's goals
  
• Drive consistency and quality across digital marketing products and participant communications
  

Skills & Experience Required

✔ Extensive experience (10+ years) in service or process design within complex customer environments - government experience highly desirable
✔ Proven track record in service or experience design for digital marketing environments (web, app, CRM, or multi-platform integrations)
✔ Broad understanding of digital marketing platform capabilities as they relate to service design
✔ Strong knowledge of service design methodologies, design-thinking, and user research approaches
✔ Exceptional stakeholder engagement and communication skills
✔ Ability to work with independence under broad direction, delivering quality outcomes and resolving complex issues
✔ Experience leading strategic programs of work with competing priorities and deadlines
✔ Understanding of government service delivery and participant-focused service design

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 adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.