1 Lead Service Designer

Overview The Australian Digital Health Agency is seeking a Lead Service Designer (Senior Service Designer) to design end-to-end service journeys informed by user evidence, strategic priorities and organisational objectives, supporting outcomes aligned with Australia's National Digital Health Strategy. The Role The role is accountable, under limited direction, for the following: Designing end-to-end service journeys informed by user evidence, strategic priorities and organisational objectives Driving improvements across digital and non-digital services Considering the wider ecosystem to identify opportunities to enhance customer experiences and deliver outcomes supporting the National Digital Health Strategy Applying contemporary human-centred design practices to deliver impactful and customer-focused services and products, as a senior member of the Experience & Service Design team Working collaboratively across multidisciplinary teams, stakeholders and the broader health ecosystem Translating research, insights and business needs into practical, feasible and sustainable service improvements Role Requirements Demonstrated experience delivering complex service, strategic and systems design initiatives within government, health or similarly complex environments Extensive experience applying human-centred design methods, including customer research, journey mapping, service blueprinting, co-design, ideation, prototyping and testing Strong ability to translate customer, business, policy and operational needs into clear insights, service improvements and actionable recommendations Highly developed communication, facilitation and stakeholder management skills, with the ability to influence and collaborate across multidisciplinary and senior stakeholder groups Relevant tertiary qualifications in Service Design, User Experience Design or related disciplines, with proficiency in contemporary design and collaboration tools (for example Microsoft 365 and Miro) Ability to use AI appropriately in day-to-day work, including enhancing quality and efficiency and, for more senior roles, improving or transforming ways of working