Service Designer (Canberra)

Summary Role: Service Designer Client: Australian Crime Commission Proposed Rate & term
- $140 per hour including Super | 12 month initial contract + 12 month extension option Location & work arrangements
- ACT
- hybrid 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
- 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 perks 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
- 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. About the organisation The Australian Criminal Intelligence Commission (ACIC) provides unique, actionable and insightful intelligence to combat the threats Australia faces from transnational serious and organised crime. The ACIC is part of the Department of Home Affairs portfolio and is a member of the Five Eyes Law Enforcement Group and National Intelligence Community. ACIC’s purpose is to protect Australia from serious crime threats by collecting, assessing and disseminating intelligence and policing information. Selection Criteria Essential criteria 1. SFIA Code: URCH (User Research), Level 4 Plans and conducts user research using qualitative and quantitative methods; synthesises findings into actionable insights; selects appropriate methods for intelligence practitioner and user groups. Produces evidence‑based findings to inform service and product decisions. 2. SFIA Code: UNAN (User Experience Analysis), Level 4 Conducts UX analysis across service touchpoints; analyses user behaviour, mental models and pain points; communicates design implications with evidence to delivery teams and senior stakeholders. Selects and applies methods, provides expert guidance and assurance, and defines standards and tools to support consistent user‑centred practice. 3. SFIA Code: HCEV (User Experience Design), Level 4 Designs end‑to‑end service experiences and interactions. Creates personas, journey maps, service blueprints, interaction prototypes and design system components. Iteratively tests and refines designs with users. Produces prototypes, iterates based on feedback, and ensures designs consider usability, accessibility, security and performance requirements. 4. SFIA Code: USEV (User Experience Evaluation), Level 4 Evaluates experiences and validates usability, accessibility and security requirements. Selects evaluation techniques, conducts evaluations, interprets results and prioritises issues. Recommends remedial actions and feeds findings into design and research cycles. 5. SFIA Code: REQM (Requirements Definition & Mgmt), Level 4 Translates user research and service blueprints into requirements; defines service‑level user stories, acceptance criteria and design requirements; manages HCD requirements through agile sprint cadences. 6. SFIA Code: BUSA (Business Situation Analysis), Level 4 Investigates current service context under guidance; documents as‑is intelligence workflows, user journeys and capability gaps; identifies candidate service improvement opportunities. Investigates business situations to identify problems, opportunities and improvement actions, works with stakeholders to investigate situations with complexity and ambiguity. Applies structured analysis techniques, identifies root causes and constraints, and produces evidence‑based recommendations and options for decision making. Desirable criteria 1. Business analysis skills: process mapping, requirements documentation, backlog management 2. Business process improvement (BPRE): intelligence workflow redesign; operational process transformation from a service design lens. 3. Business Modelling: process and capability modelling in support of service blueprint development. 4. Experience designing services for law enforcement, intelligence or national security environments. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ru5t2