The Australian War Memorial (AWM) is building a new public facing website (awm.gov.au) to better serve our diverse audiences. We're seeking an experienced Service Designer to lead activities that will inform and shape our new digital service. Working as part of the multidisciplinary team, the Service Designer will play a pivotal role in designing, creating and managing digital experiences that engage and inform our audiences. This role combines service design expertise and research capability, requiring someone who can uncover user insights and translate them into actionable service blueprints and design recommendations. The Service Designer will have the opportunity to influence and guide internal stakeholders on best practice digital experience design. They will also contribute to the successful delivery of a major project using their high-level negotiation and cooperation skills. This position will initially be filled for 12 months, with the possibility of extension and/or permanency. The key duties of the position include Research and Analysis Review and synthesise existing research to identify knowledge gaps Design and conduct primary research using appropriate methodologies (interviews, surveys, usability testing, ethnographic studies) Analyse findings and develop evidence-based user personas, behavioural insights, and communicate insights clearly to diverse stakeholders Service Design and Mapping Map current-state and future-state user journeys across all touchpoints Design end-to-end service experiences that align with AWM's strategic objectives Prototyping and Testing Create research materials, including discussion guides, wireframes, and prototypes for testing Ensure proposed solutions meet accessibility standards and inclusive design principles Stakeholder Engagement Facilitate workshops and co-design sessions with internal teams and external users Present research findings and design recommendations to leadership and project teams Work collaboratively with external vendors (design agencies, developers) to ensure user-centred outcomes Project Reporting and Documentation Provide ongoing reporting on project activities, research findings, and design progress to stakeholders throughout the project lifecycle
