Customer Journey and Service Design Lead - Melbourne, Australia - Talent International

Talent International

Verified Company

Melbourne, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

australia melbourne contract negotiable
Opportunity
12-month rolling contract $ per day including super (circa. $188-192K package per annum) which can be based in any of Melbourne, Sydney, Adelaide, Brisbane, Newcastle or Geelong. Own the future-state for the User Journey of this large Federal Agency's systems and processes. This is a leadership role at Executive Level 2 (EL2) with people management, leadership and project delivery accountability. Flexible work arrangements and career development opportunities exist.

Role

As operational owner of the futurestate user journey, this is a critical role in representing the User Journey as a design which will input into the various projects within the Agency.
Understand the complexity and interdependencies within the User Journey
Work across multiple stakeholders to ensure that parallel work streams contribute to a consistent Journey design
Ensure that the future state User Journey achieves positive experience and outcomes for users
Refine the future state User Journey to reflect the final designs of various Reform initiatives
Member of Business Design Working Group
Present the future state to multiple audiences
Lead and work with a team of Service Designers and Analysts
Drive design workshops and Design Thinking
Work with technology partners and the IT team to ensure tech changes match the future state

Requirements:

Background in Service Design, CX and Journey Creation, Human Centred Design (HCD)
Leadership experience people, project, process
Experience owning the User Journey of a large state or federal government, Notforprofit, aged care, disability or health providers user base
Strong project and risk management
Outstanding people management and stakeholder engagement
Advocate for design thinking and individuals with barriers
Knowledge for WCAG Accessibility and modern approach to disability
Ability to demonstrate Australian Citizenship

**Apply