APS6 Service Designer

Australian Citizens residing in Australia only respond.

Job details

ACIC requires a Service Design Analyst to design end-to-end digital services for criminal intelligence systems that meet user needs while aligning to organisational capabilities, policies, analytics platforms and strategy. Applies human-centred design (HCD) methods - user research, persona development, journey mapping, service blueprinting and usability evaluation - to create services that are accessible, operationally viable and effective for intelligence practitioners and partner agencies.

Key duties and responsibilities

The Service Design Analyst will:

• Plan and facilitate user research activities (contextual interviews, observation, co-design workshops, usability testing) with intelligence practitioners, operational police and partner agency users.
• Synthesise research into personas, empathy maps, needs statements and insight reports for delivery and executive audiences.
• Create current-state and future-state journey maps visualising end-to-end intelligence practitioner and user experiences across channels.
• Develop service blueprints that explicitly link frontstage user experiences with backstage intelligence processes, data flows, systems and supporting capabilities.
• Translate service blueprints into high-level requirements and epic/feature hierarchies for handoff to Business Analysts and delivery teams.
• Collaborate with product owners, business analysts and architects to align services to organisational capabilities, technology products and intelligence platform strategy.
• Co-design and prototype service concepts using iterative design sprints; test prototypes with users to validate assumptions before development commitment.
• Conduct heuristic evaluations and usability testing; document findings, severity ratings and design recommendations.
• Define and contribute to measurement of user satisfaction, service quality KPIs and accessibility compliance for designed services.
• Ensure services comply with digital service standards, WCAG 2.1 AA accessibility requirements and inclusive design principles.
• Develop and maintain service design artefacts including design histories, service patterns, interaction models and supporting EPMO governance documentation.
• Contribute to benefits identification and outcomes measurement by linking design decisions to measurable user and business outcomes.
• Maintain appropriate awareness of intelligence classification and information handling requirements relevant to user research and design activities.

Experience and Qualifications

The Service Design Analyst should possess:

• Knowledge of analytics platforms, data visualisation and BI tools as service contexts
• Experience with Visio, Figma, Miro or equivalent tooling
• Service delivery and ITIL
• Agile delivery experience (SAFe, Scrum, Lean UX)
• Knowledge of Australian digital service standards and WCAG 2.1 AA accessibility
• CBAP, IIBA certification or equivalent BA credential
• Service Design, Human-Computer Interaction, UX Design or related discipline qualifications.