Manager, Service Experience

About us Geoscience Australia is Australia's pre‑eminent public sector geoscience organisation. We are the nation's trusted advisor on the geology and geography of Australia. We apply science and technology to describe and understand the Earth for the benefit of Australia. We apply our diverse professional expertise, our deep and trusted knowledge, our national‑scale Earth observation infrastructure and our strong partnerships, to the opportunities and challenges that face our nation. Our team The Enterprise Data and Digital (EDD) Branch, sitting under the Chief Information Officer, is at the forefront of delivering smart, scalable, and impactful digital solutions that support Geoscience Australia's mission. Guided by our Data and Digital Strategy 2028, we're not just supporting science, we're enabling it to thrive. Within EDD, the Digital Experience section is where user needs meet cutting‑edge technology. We work across the full digital lifecycle from research and design to delivery and optimisation to create intuitive and accessible digital products that support both scientific outcomes and internal operations. We power some of Geoscience Australia's most visible digital tools, including: Digital Earth Australia Hotspots – real‑time satellite monitoring of bushfires – tracking seismic activity across the country GeoInsight – bringing geoscience data to life Geoscience Australia Portal – a hub for rich spatial data and analysis tools Alongside these, we deliver low‑code enterprise applications that power internal business services, bringing the same user‑focused approach to the tools our staff use every day. The Service Experience team, a growing capability within Digital Experience, leads the design and evaluation of digital services using Human‑Centred Design (HCD) principles. We work collaboratively across the organisation and with external partners to ensure digital products deliver meaningful value. The team also champions a HCD mindset and builds design capability across the agency, helping embed user‑focused thinking into every stage of the service lifecycle. The key duties of the position include Work with internal and external stakeholders, to spearhead enhanced and value driven service experience of scientific and business digital products and services, for both internal and external users. Reporting to the Director, Digital Experience, you will apply your skills and experience to work with science and business areas, as well as build a team as the centre point for excellence in both driving and supporting business to deliver quality and efficiencies. This includes: Develop, manage and lead a small but growing team that will provide support for Service Design, Product Management, User Research, User Experience (UX) / User Interface (UI) Design and Performance Tracking and Evaluation. Apply your knowledge and experience to effectively grow, guide and lead, the team in the user research, design, delivery, and monitoring, of multiple digital products and services for the organisation. Ensuring work is planned and on time and in budget, whilst meeting user needs. Develop standards and support the organisation in delivering user driven, aligned, and high valued service experiences. Shape organisational methods and tools, providing advice, guidance, and expertise to promote the adoption of service and research design policies and standards. Providing advice and support to project and programmes in complying to the whole‑of‑government Digital Experience Policy. Being a key and engaged representative (such as the Public Service Digital Professionals), engaging in cross‑organisation learnings to improve Geoscience Australia service experience offerings. To be successful in the role you will: Possess strong leadership and management skills that support and collaborate with a diverse workforce and apply to establish relationships with key stakeholders both internally and externally, across government, industry and the community. Have a high level of self‑awareness, lead with respect, and actively consult and communicate to improve work outcomes for all. A passion for and deep understanding of service design and a curiosity for learning new skills and exploring new domains, such as technology, science, continuous improvement, digital delivery, and human behaviour. Our Ideal Candidate To be successful in this role (essential), you will have demonstrated ability to: Understand, own and lead the whole user experience across multiple products and services. Select, manage and drive the service design and delivery process from exploration/discovery to implementation, ensuring alignment with the strategic/business visions and user needs. Lead and review multiple user research, technical and business activities and engagements. Map, analyse and evaluate current user experience, business processes and technology applications. Define user needs, behaviours and opinions and identify opportunities for service improvements. Plan and drive interaction, user interface and content design activities. Provide advice and guidance in the adoption of agreed approaches for design, prototyping, testing and iterative improvements of digital services. Apply superior communication, written, presentation and facilitation skills, with the ability to convey with influence complex concepts to diverse audiences. Create quality standards, frameworks, artifacts, project/work plans, interactive research tools, reports, etc. Build a high performing team. Apply strong leadership and collaboration skills, effectively guiding and mentoring staff, as well as working with multidisciplinary teams and stakeholders, to ensure the feasibility, viability, and desirability of outcomes. As well as (desirable) ideally have: About 7 years or more of experience in service design or a similar role, preferably in a digital environment. Potentially with experience and/or a deep understanding in Service Design (SD), User Research (UR), User Experience Design (UX), User Interface Design (UI), User Metrics and Evaluation, Product Management and/or Interactive/Experience Design (XD/IxD). A portfolio of service experience projects that demonstrate a user‑centred approach and a strong understanding of service design and delivery methods and tools. Experience working with geospatial information and technologies, digital (software) development, business process low‑code environments and/or scientific domains. Experience working within an agile environment, and/or demonstrated flexibility in approach and duties, with the ability to manage workload and tasks, including within work tracking software. #J-18808-Ljbffr