Service Designer — Melbourne, Melbourne Region

Job Summary: About the project: We're embarking on the design, development, and implementation of a new Service Model and Case Management System. Before we begin, we want to work with a Service Designer who will lead and facilitate the establishment of: Deliverable A: A set of Service Design Principles to guide our thinking (based on past work done in this area); and Deliverable B: Create a 'to be' high-level user experience for our conciliation and arbitration services (this essentially will be a replica of this existing artifact). The person in this role will be supported by a Project Manager, Business Analyst, and will have access to a range of Subject Matter Experts (SMEs) from across the business. We envision the person in this role taking a week to familiarize themselves with the organization, meeting stakeholders, reviewing background documents (as several artifacts already exist), and preparing for any workshops. This would be followed by three weeks of intense work with the team to create Deliverables A & B, followed by a week to complete a write-up and handover of outputs/outcomes. Responsibilities: Review and quickly grasp the detail from previous work to inform engagement. Prepare and facilitate/lead workshops. Engage with stakeholders at all levels of the business. Understand the importance of balancing the external user experience with the internal user experience to deliver on our organization's mandate. Can synthesize outcomes from workshops into workable artifacts which can be used for a number of different purposes (e.g., we will use the user-experience portion of this work to inform the design of both a new CMS and Service Model). Attributes: As timeframes are tight, we need someone who feels confident with this type of project who can hit the ground running. We're therefore looking for someone who… Is a self-starter and needs little direction. Has previous experience working with or in government or NFP, therefore understands what we're trying to achieve. Is confident in engaging with stakeholders. Good prioritization, time management, and ability to work under pressure. Dedicated to delivering quality outcomes. Someone with an Insurance claims background. HOW TO APPLY: Please submit your resume (in MS Word Format) for consideration via the link below. A cover letter demonstrating your relevant experience may also be reviewed. Should you wish to discuss, please contact Neha Agrawal at , quoting reference number 237435. Your interest will be treated in the strictest of confidence.

Applications close Sunday, 19 May 2024
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