• Lead the design and delivery of services within the disability sector, ensuring services are user-centered and meet the needs of participants and staff
• Oversee the development and maintenance of service design artefacts such as journey maps, personas, and service blueprints
• Conduct both qualitative and quantitative research, including surveys, interviews, and workshops, to gather insights into user pain points, opportunities, and needs
• Develop research plans and synthesize findings into actionable insights to drive service design improvements
• Create and maintain detailed user journey maps and personas to visualize and improve the end-to-end user experience
• Lead and facilitate co-design workshops with stakeholders, users, and cross-functional teams to gather feedback and ideas for service design
• Use service blueprinting to define and map out service processes and identify key enablers and touchpoints
• Engage with stakeholders at all levels to ensure alignment with service design goals and the future state vision
• Advocate for the voice of users and stakeholders in all design processes
• Assess the potential impact of service changes on participants, staff, and other stakeholders
• Lead change management efforts, ensuring that service improvements are seamlessly integrated and communicated to relevant parties
• Utilise digital design tools such as Miro, Figma, Creately, and Mural to create and document service design artefacts and collaborate with teams
• Work within agile teams, contributing to the iterative design process, and ensuring services are designed and delivered in a flexible, responsive manner
• Contribute to the evaluation of service design solutions, providing both conceptual and tactical-level feedback
• Provide guidance and leadership to junior service designers and other team members
• Mentor and support colleagues in service design practices, ensuring high standards of quality and creativity are maintained.

• Proven experience in leading service design initiatives, including creating and maintaining service artefacts such as journey maps, personas, and service blueprints
• Expertise in human-centered design methodologies and the ability to lead design thinking initiatives to ensure that services are user-centric and inclusive
• Strong ability to conduct and analyze both qualitative and quantitative user research, translating research findings into actionable insights
• Advanced skills in engaging and negotiating with stakeholders, ensuring their needs and perspectives are integrated into service design
• Proven ability to collaborate effectively across multidisciplinary teams, ensuring that service design solutions are feasible, sustainable, and impactful
• Experience in assessing the impact of service changes, managing change, and ensuring successful integration of new processes or services
• Proficiency in design tools such as Miro, Figma, Creately, and Mural
• Knowledge of design software to create and share design artefacts with teams
• Strong communication skills, with the ability to present complex design concepts in a clear and understandable way
• Creative problem-solving skills to overcome design challenges
• Familiarity with agile methodologies (Scrum, Kanban) and the ability to work in an agile environment to iteratively develop and refine service designs
• Ability to lead a team, mentor junior designers, and provide guidance to ensure high-quality outcomes in service design projects.

Experience in the disability sector.

• Superannuation
• Opportunity to work on impactful projects in the disability sector
• Leadership and mentorship opportunities.