ABOUT THE JOB YOU’RE CONSIDERING

• Evaluate existing services for usability, accessibility, and effectiveness and partner with stakeholders to understand needs and co-create solutions.
• Apply the right research methods to uncover insights and evidence.
• Prototype and test ideas, working with specialists to make them real.
• Facilitate workshops that align stakeholders around a shared vision.
• Translate insights into tangible opportunities for business and user value.
• Support delivery teams to adopt a holistic service design approach and contribute to shaping the Experience Design team’s direction and practice.

YOUR SKILLS AND EXPERIENCE

• Solid experience in service design, with a portfolio demonstrating research, service mapping, prototyping, delivery, and impact (consulting or agency experience a plus).
• Experience with government service standards and accessibility principles (experience in GDS assessments is a plus).
• Strong skills in user-centred design methods, from research through to delivery. Confident in planning and conducting user research, prototyping, and synthesising insights into improvements.
• Ability to work in agile, fast-paced environments, collaborating across multidisciplinary and multi-vendor teams.
• Confidence in engaging with stakeholders — from facilitating workshops to influencing decisions with evidence.
• Strong analytical and communication skills; able to think critically, simplify complexity, and influence stakeholders.

• Evaluate existing services for usability, accessibility, and effectiveness and partner with stakeholders to understand needs and co-create solutions.
• Apply the right research methods to uncover insights and evidence.
• Prototype and test ideas, working with specialists to make them real.
• Facilitate workshops that align stakeholders around a shared vision.
• Translate insights into tangible opportunities for business and user value.
• Support delivery teams to adopt a holistic service design approach and contribute to shaping the Experience Design team’s direction and practice.