Closing Date: 21 August 2026
face2face reference: 675577
Locations: Richmond, VIC
Contract Duration: ASAP to 31 December 2026 (Possible extension pending approval)
Why Join?
- Drive meaningful service improvements that enhance participant experiences
- Lead co-design workshops and influence organisation-wide outcomes
- Work in a collaborative, multidisciplinary service design environment
- Shape future-state services through research, insights and innovation
- Enjoy a hybrid working arrangement with flexibility and autonomy
- Contribute to initiatives with genuine social and community impact
About the Role
This role is responsible for designing and improving end-to-end services through human-centred design methodologies. Working closely with participants, stakeholders and multidisciplinary teams, you will conduct research, facilitate co-design activities, map service journeys and deliver practical improvements that enhance user experiences and business outcomes.
Key Responsibilities
- Conduct research and analyse insights to identify participant and staff needs
- Facilitate workshops, co-design sessions and design-thinking activities
- Develop current and future-state service journeys and process maps
- Advocate for user needs and stakeholder perspectives throughout projects
- Evaluate and refine service concepts, processes and experience improvements
- Collaborate with internal teams to deliver effective service design outcomes
Skills & Experience
- Experience applying human-centred design and service design methodologies
- Strong workshop facilitation, co-design and stakeholder engagement skills
- Ability to conduct research and translate insights into practical solutions
- Experience mapping customer journeys, processes and service experiences
- Solid analytical, problem-solving and communication capabilities
- Experience working within Agile or multidisciplinary delivery teams preferred
Desirable Skills
- Experience working within Agile or multidisciplinary delivery environments
- Capability in journey mapping and service blueprinting methodologies
- Understanding of Digital Service Standards and accessibility principles
- Knowledge of inclusive design practices to support equitable experiences
- Strong strategic thinking and ability to navigate complex challenges
- Experience contributing to iterative service and product improvements
Australian Citizenship is a mandatory requirement for this position.