EL1 Service Designer

We are seeking a highly skilled and experienced EL1 Service Designer to join a dynamic and purpose-driven team focused on improving service experiences for Australians. This is a leadership role within a multidisciplinary agile environment, where you will drive human-centred design initiatives and collaborate across teams to deliver impactful service improvements.

As a Service Designer, you will lead research, design, and facilitation activities that shape future service experiences. You'll work closely with stakeholders, users, and internal teams to ensure services are intuitive, inclusive, and aligned with strategic goals.

• Lead and facilitate design-thinking and co-design sessions with users and stakeholders.
• Conduct qualitative and quantitative user research, including interviews, surveys, and workshops.
• Develop personas, journey maps, and service blueprints to visualise and improve user experiences.
• Create and maintain complex customer journey maps that demonstrate enterprise-wide interdependencies.
• Translate research insights into actionable service design artefacts and recommendations.
• Advocate for user needs and ensure consistency across service touchpoints.
• Collaborate effectively within cross-functional agile teams and contribute to continuous improvement.
• Operationalise ways of working to keep stakeholders informed and aligned to the future state vision.
• Assess change impacts to customers and stakeholders and support change management efforts.

Essential:

• Proven experience in service design within large, complex projects.
• Strong proficiency in human-centred design and design thinking methodologies.
• Expertise in user research, including planning, execution, and synthesis of insights.
• Advanced stakeholder engagement and negotiation skills.
• Experience with digital design tools (e.g. Miro, Figma, Creately, Mural).
• Ability to work in environments of change and ambiguity.
• Strong communication and creative problem-solving skills.

Desirable:

• Visual design capabilities and understanding of usability principles.
• Familiarity with agile methodologies (Agile, Kanban).
• Prior experience in disability, social services, or public sector environments.
• Proficiency with tools such as Jira, SharePoint, MS Suite, Qualtrics, Dovetail, or Condens.
• Experience translating research into tangible insights and service improvements.

• All applicants must undergo a mandatory Pre-Engagement Check prior to commencement.

This is a unique opportunity to contribute to meaningful change and improve the lives of Australians through thoughtful service design. You'll be part of a collaborative team that values innovation, inclusion, and continuous learning.

Please note you MUST be an Australian Citizen to Appy.

Applications close 16/07/2025

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.