EL1 level Service Design Lead (Digital Marketing)

HOBAN Recruitment is recruiting for the role of EL1 level Service Design Lead (Digital Marketing) on behalf of our client, located in either SYDNEY NSW OR CANBERRA ACT.
This is an exciting opportunity to join a transformative program focused on improving accessibility and impact across digital communications.

About the Role:
As the Service Design Lead, you will take charge of optimising the agency's digital marketing service through a strategic service design lens. You'll lead service design initiatives across platforms, champion the participant and staff experience, and drive service excellence in a government context.
Key responsibilities include:

• Leading end-to-end service/process design across digital marketing initiatives.
• Mapping and documenting current state using service blueprints and design thinking frameworks.
• Identifying user pain points across communication channels and touchpoints.
• Facilitating design workshops and user testing sessions.
• Translating insights into actionable service improvements aligned with strategic goals.
• Ensuring consistency, accessibility, and quality across all digital communications.
• Managing diverse stakeholders and advocating for the voice of the participant.

Benefits:

• Competitive pay rate of $602.55 per day at EL1 Level, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• ASAP start date, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Flexible work arrangements.
• Make a meaningful impact in the disability sector.
• Opportunity to lead and influence strategic design initiatives.

About You:
To be successful in this role, you will have:

• 10+ years' experience in service or process design in complex customer-facing environments.
• Proven ability to lead design initiatives across digital channels - including websites, apps, CRM, and multi-platform marketing.
• Expertise in documenting current state experiences through service design tools (e.g. blueprints, journey maps).
• Strong strategic thinking, leadership, and stakeholder management capabilities.
• A background in government or regulated sectors (desirable).
• Understanding of digital marketing platforms and their role in service delivery.
• Exceptional communication and facilitation skills, with the ability to influence decision-makers.

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role
Positions close for submissions TUESDAY 8th JULY 2025 COB.

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.