Qualification and Experience:

Bachelor’s degree in Human-Computer Interaction, Service Design, Design, Psychology, Social Sciences, Public Policy or a related discipline. A relevant master’s degree is preferred. Qualifications must meet PDA’s applicable recognition and equivalence requirements.

Essential experience

• At least 15 years of progressively responsible relevant professional experience in citizen or customer experience, service design or human-centred transformation, including senior leadership responsibility.
• At least five years building and leading a design centre of excellence, journey management capability or comparable multidisciplinary service improvement function.
• Evidence of redesigning complex journeys across organisational boundaries and measuring improvements in service outcomes.
• A portfolio or case studies demonstrating research-led design, stakeholder influence and implementation in complex institutional environments.

Desirable experience

• Leadership of service design, experience strategy or transformation engagements in consulting, professional services or technology advisory is desirable. Equivalent achievements within public services, regulated organisations, technology companies or specialist design firms will be equally considered. Experience addressing disability access, language, digital literacy and assisted service needs is advantageous.
• Key competencies
• Service design; mixed-method user research; journey governance; accessibility and inclusion; experience measurement; influence without line authority; design leadership.

Instructions:

You must review and read the attached advertisement before processing