Service Designer
Vor 3 Tagen
VicRoads RLS, founded in August 2022 by a consortium of Aware Super, Australian Retirement Trust, Macquarie Asset Management, and the Victorian State Government, operates under a long term concession deed issued by the State Government.
This strategic 40-year partnership is transforming VicRoads RLS into a more commercial, customer-centric, product led and digitally advanced organisation.
Our purpose to 'make services seamless and support safer networks for our communities' drives our commitment to ensuring our customers get what they need, when they need it.
Our organisational values steer our actions, decisions and behaviours as we progress on our path of transformation.
We work collaboratively with the Victorian State Government to ensure we fulfil regulatory requirements, deliver State projects and safeguard customer data.
The Victorian State Government retains sole responsibility for road access, infrastructure and safety.
Are you a strategic thinker passionate about creating seamless, customer-centred service experiences?
VicRoads is hiring a Service Designer to join our Experience and Design team, where you'll play a pivotal role in shaping how Victorians interact with our services.
This role offers an opportunity to combine hands-on design expertise with strategic facilitation, driving innovation and delivering impactful solutions that enhance customer and citizen experiences while aligning with organisational goals.
About the Opportunity
Join VicRoads as we embark on a bold transformation to launch innovative services and products services for the people of Victoria while enhancing our internal design capabilities.
If you're a design thinker with a track record of delivering exceptional, evidence-based service and digital experiences and fostering high-performing teams, we want to hear from you.
As a newly formed function in a multi-year transformation, you'll thrive in an evolving environment, bringing a solution-oriented mindset and a collaborative leadership style.
What You'll Do:
Lead and Apply Service Design Methodologies Define and execute comprehensive service design plans that align with organisational priorities and deliver measurable outcomes.
Utilise advanced techniques such as service blueprinting, journey mapping, and human-centred design to tackle complex challenges.
Develop scalable frameworks and tools that ensure consistency while enabling adaptability across teams and service ecosystems.
Drive Customer-Centred Outcomes Develop empathetic, end-to-end service solutions by deeply understanding customer behaviours, needs, and pain points.
Use qualitative and quantitative insights to create impactful service experiences that align with organisational goals.
Align Services with Organisational Strategy Ensure service initiatives are closely tied to organisational objectives, improving efficiency and delivering measurable outcomes.
Use internal insights and industry trends to uncover opportunities for service innovation.
Facilitate Collaboration with Stakeholders Work closely with customers, frontline staff, operations teams, policy makers, and leadership to co-create innovative service solutions.
Leverage facilitation capabilities to lead workshops, co-design sessions, and collaborative forums, ensuring alignment on strategies and service delivery improvements.
Deliver Measurable Service Outcomes Focus on creating services that achieve tangible results by aligning design efforts with organisational metrics.
Ensure services drive customer satisfaction, operational efficiency, and long-term value for the organisation.
Who You Are:
Experienced Service Designer: With 4+ years of experience delivering service design solutions as part of multidisciplinary teams, you bring a proven ability to tackle complex challenges and drive success
Self-Directed and Accountable: You take ownership of tasks and outcomes, demonstrating initiative and a commitment to delivering high-quality results while holding yourself accountable for decisions and actions.
Growth-Oriented: You embrace challenges as opportunities to learn and improve, actively seeking feedback, building resilience, and fostering continuous development for yourself and others.
Skilled Facilitator and Collaborator: Adept at leading workshops, co-design sessions, and engaging diverse stakeholders, you align teams on strategic goals and foster effective collaboration.
Outcome-Focused and Strategic: You design services that achieve measurable results, enhancing customer satisfaction and operational efficiency while aligning with organisational objectives.
Exceptional Communicator: You articulate service strategies and decisions effectively to diverse audiences, including executives, frontline staff, and operational teams.
Why VicRoads?
At VicRoads, we empower our team members to drive their careers forward in an inclusive and innovative environment.
You'll be at the forefront of exciting service and product developments and have the opportunity to make a real impact
Ready to Apply?
If you're driven, collaborative, and ready to take on the challenge, we'd love to hear from you
Apply now with your resume and portfolio, showcasing your service design expertise, and become a pivotal part of our journey toward delivering exceptional products and experiences.
Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness.
Failure to comply with this condition of employment may impact your eligibility for employment in this position with Vic Roads.
VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process.
Information provided to VicRoads will be treated in the strictest confidence.
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