Service Design Lead

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    15 hours ago
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Fjord is a design and innovation consultancy, acquired by Accenture Interactive in 2013. We reimagine experiences through design-led strategy, service design and digital product creation. We help public and private sector organisations around the world to breakthrough complex problems through the application of design thinking and user centred design. Founded in 2001, Fjord is a diverse group of over 1,000 designers in fifteen global creative hubs.

Our work environment appeals to self-motivated, flexible team players that have great interpersonal skills and lots of energy and curiosity. We believe in peer relationships rather than hierarchies; in teams rather than lone thinkers. Fjord is all about an open collaborative approach and we think it is the key enabler for us to deliver innovative, ground-breaking work.

The position is a Service Design Lead, based in Canberra, mainly working with Federal government agencies on large scale change, national reforms and complex projects.

About you

An experienced (6+ years) service designer with knowledge of government and public sector challenges.

A design thinker and doer who is passionate about improving the human experience in complex systems, such as health, social services, taxation, justice and national security.

Understands and can navigate the complexities of government and large organisations, with previous experience in federal, state or territory government organisations.

A strong strategic and innovative thinker who can envision a better future and map out pathways to get there.

A natural collaborator who can work with users, stakeholders and senior leadership groups.

A storyteller who delivers compelling insights and a call to action in a way that generates empathy, alignment and energy.

An engaging facilitator who can energise a group towards a shared understanding and agreed outcome.

A seasoned design practitioner with an action-bias and who can work in an agile environment, planning, managing and delivering stand-out service design projects.

Essential Requirement
Eligibility for an Australian Government Security Clearance is mandatory for this role (must be an Australian Citizen). A current Baseline security clearance is highly desirable.

Key responsibilities

Seek out, identify and respond to new business opportunities.

Define, manage and oversee the delivery of a range of projects, defining project scope, goals and deliverables in collaboration with key stakeholders.

Establish relationships and liaise with key stakeholders throughout the project lifecycle, working with project sponsors and stakeholders to shape and influence design projects, deliverables and outcomes.

Communicate, define and manage project roles, responsibilities and expectations.

Provide hands-on design expertise including service strategy and visioning, design research, synthesis and insights, ideation, prototyping, detailed design and implementation.

Plan and facilitate design workshops and other agile design activities such as sprints, scrums and retrospectives.

Present project deliverables and artefacts to project sponsors and project stakeholders.

Engage and collaborate with users and project stakeholders, activating their role in the design process, designing with rather than for them.

Support and drive design teams to deliver quality outcomes, being responsible for the quality of project deliverables.

Provide direction to teams and maintain team motivation and morale.

Identify and manage project risks and issues, ensuring project teams and stakeholders are engaged in issue resolution.

About Accenture
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialised capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at