HOBAN Recruitment is seeking an experienced EL1 level Service Designer to join a high-performing team responsible for driving service improvements, enhancing customer experiences, and delivering evidence-based outcomes within a complex operating environment.This is an exciting prospect for a professional who thrives on solving complex business challenges, engaging with stakeholders, and leading service design initiatives that create meaningful and measurable improvements.The role can be located in any NDIA Office location.Key responsibilities include:
Leading current-state and future-state process mapping activities
Identifying service pain points, risks and improvement opportunities
Conducting process analysis, time and motion studies, and performance assessments
Gathering and analysing qualitative and quantitative data to support decision-making
Facilitating workshops, interviews, co-design sessions and user testing activities
Developing evidence-based recommendations to improve service delivery outcomes
Collaborating with service designers, business analysts, UI/UX specialists and operational teams
Supporting continuous improvement initiatives and maintaining improvement backlogs
Managing complex pieces of work under broad direction while balancing competing priorities
Building solid stakeholder relationships and influencing outcomes across diverse teams
Competitive pay rate of $****** 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.
Opportunity to work on large-scale service design and transformation initiatives
Flexible work arrangements available
Collaborative and multidisciplinary team environment
Develop and apply contemporary service design and human-centred design methodologies
Opportunity to lead stakeholder engagement and business improvement activities
Benefits
Competitive pay rate of $****** 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.
Prospect to work on large-scale service design and transformation initiatives
Flexible work arrangements available
Collaborative and multidisciplinary team environment
Develop and apply contemporary service design and human-centred design methodologies
Opportunity to lead stakeholder engagement and business improvement activities
About You
To be successful in this role, you will have:
Demonstrated experience delivering service design and process improvement initiatives in complex environments




Strong capability in process mapping, workflow analysis and identifying service improvement opportunities
Experience analysing qualitative and quantitative data to identify trends, risks and business insights
Proven experience facilitating workshops, interviews, testing activities and stakeholder consultations
Excellent stakeholder engagement and influencing skills
Ability to lead complex workstreams, manage risks and resolve issues effectively
Strong communication and relationship-building skills
Experience working collaboratively with multidisciplinary teams
Highly regarded experience includes:
Working within government, disability, human services, healthcare or other highly regulated environments
Applying human-centred design, design thinking, service blueprinting and lean improvement methodologies
Designing and supporting user testing and validation programs
Experience using tools such as Miro, FigJam, Visio, Lucidchart, Figma or similar platforms
Understanding customer-centred or participant-centred service delivery models
Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions on FRIDAY 13th NOVEMBER 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 visit for additional contact details.
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📌 Service Consultant (Sydney)
🏢 HOBAN Recruitment
📍 Sydney