Job Description
Lead Service Designer – Service Design | Multiple Roles
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Lead Service Designer (Multiple Roles)
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Australian citizenship required. Baseline security clearance preferred but not mandatory.
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RFQ Details
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· RFQ ID: LH-*****
n · Agency: Department of Employment and Workplace Relations
n · Closing Date: Tuesday, 18 August *********:59pm (Canberra time)
n · Estimated Start Date: Monday, 31 August ****
n · Initial Contract Duration: ASAP to 31 July ****
n · Extension Term: 12 months
n · Number of Extensions: 2
n · Experience Level: Lead - EL1 equivalent
n · Security Clearance: Must be able to obtain Baseline
n · Location of Work: QLD, WA, ACT, VIC, NSW, SA
n · Working Arrangements: Hybrid. Onsite, standard 8 hours per day, and 40 hours per week in total. Adaptable working arrangements, including remote working arrangements, will be considered on a case-by-case basis against the business requirements of the department and the needs of the immediate work area.
n · Maximum Hours: 40 hours per week
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Job Details
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Service Designers direct and guide the research, prototype and testing of service designs.
n The department is seeking experienced Service Designers to meet emerging needs of the department and business areas.
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Key Duties and Responsibilities
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· Work as part of a multidisciplinary team to lead and plan end-to-end service design engagements
n · Work with end users, subject matter experts, data and qualitative insights to design end-to-end solutions across all channels, services and products
n · Understand and articulate how services need to change to meet the needs of users, business and government, including the creation of service blueprints and design artefacts
n · Understand, document, and communicate service intent, and customer and business needs




n · Support project managers and delivery leads to translate a service blueprint into work packages for delivery teams
n · Work with other designers and technology staff to identify opportunities to reuse existing capabilities and platforms, including identifying the dependencies between projects and products
n · Plan and run user research and usability testing to ensure newly designed solutions are effective
n · Support IT delivery teams to understand what they need to build to take a service live
n · Defining key metrics and measurements for the department to evaluate impact, supporting executive to use this data to iterate what we deliver
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Selection Criteria
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The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to **** characters.
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Essential criteria
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Demonstrated experience working as a service designer in a medium to large enterprise delivering design and research activities and a range of industry artefacts including service blueprints.
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Demonstrated experience and success working within an agile multidisciplinary team to plan, visualise and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design.
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Experience working on projects at various stages of the delivery lifecycle, including working to tailoring design approaches to timeboxes, costs and constraints.
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Experience building robust and productive relationships with a range of stakeholders, including senior management, along with the ability to communicate effectively and with influence in writing, in person and via video conferencing.
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Desirable criteria
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Previous experience working as a service designer in a Government Agency is highly desired, including Department's Employment and Workplace Relations.
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Previous experience working with the Commonwealth Digital Service Standard
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📌 Lead Service Designer - Service Design | Multiple Roles (Victoria)
🏢 Pinaka
📍 Victoria