EL1 Service Designer

Are you a strategic thinker with a passion for improving digital communication experiences? We're seeking an experienced Service Designer to lead a high-impact project focused on enhancing the accessibility, relevance, and effectiveness of digital marketing communications across a complex service ecosystem for large Federal Goverment Agency.

As the EL1 Service Designer - Digital Marketing, you will drive the transformation of direct communication services (email and SMS) to better support diverse audiences including service users, carers, providers, and stakeholders. You'll lead service design initiatives that improve user experience, accessibility, and operational efficiency.

This role offers the opportunity to work across a broad stakeholder network, applying design thinking and research methodologies to map current services, identify pain points, and co-create future-state solutions.

• Lead a strategic program of work to optimise digital marketing services with a focus on accessibility and impact.
• Develop service design blueprints to document current state and identify opportunities for improvement.
• Facilitate design-thinking workshops and user testing to inform future service experiences.
• Advocate for user-centred design, ensuring participant and stakeholder voices are embedded in all processes.
• Oversee end-to-end experience design across digital touchpoints, ensuring consistency and quality.
• Collaborate with internal teams to align service improvements with organisational priorities.

• Extensive experience (10+ years) in service/process design within complex customer environments; government experience highly regarded.
• Proven track record in digital marketing service design across platforms such as apps, websites, CRMs, and marketing tools.
• Strong stakeholder engagement and project leadership skills.
• Ability to manage competing priorities and deliver high-quality outcomes under broad direction.
• Excellent communication, decision-making, and strategic planning capabilities.

• Broad understanding of digital marketing platforms and their role in service design.
• Familiarity with government service delivery frameworks.
• Relevant qualifications in design, marketing, communications, or related fields.

• Flexible working arrangements including virtual collaboration across distributed teams.
• Office-based and remote work options available.
• Inclusive workplace with support for accessibility needs.

Please note you MUST be an Australian Citizen to Apply.

Application close Midday the 8th of July.

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.