Canberra ACTThe opportunityThe APO issues passports to Australian citizens, both in Australia and overseas, under the Australian Passports Act 2005, related laws, and the Convention on International Civil Aviation.We also issue other types of travel documents, for example, Convention Travel Documents, to eligible non-citizens living in Australia.Within Australia, APO staff are also authorised to provide Notarial services such as the issuing of Certificates of no Impediment to Marriage (CNI) and legalisations of documents (Apostilles and Authentications).The Passports Modernisation and Identity Section (PSM) is responsible for Identity Policy and delivery of the Passport Modernisation agenda.PSM works with APO business, service delivery partners and stakeholders to maintain identity integrity and improve the way APO delivers Australian Passports to the Australian public.We work with internal and external stakeholders to:define the vision for a modernised passport servicereduce manual processes from our workflowsprovide procedural and policy identity supportrepresent APO in internal and external identity and integrity-related forumsThe APO is seeking to expand the service design team as part of the modernisation program.The Lead Service Designer will direct and guide the research, prototype and testing of service designs.This recruitment process will be used to fill current vacancies as well as vacancies which may arise over the coming 18 months.Our ideal candidateOur ideal candidate will demonstrate:The highest standards of integrity and professionalism, and adherence to APS Values and Code of Conduct, with particular emphasis on effectively dealing with sensitive and/or confidential subject matter.Proven leadership skills including the ability to build capability and manage teams, competing priorities and deadlines.Experience and strong understanding of user research methodologies.A strong understanding of conceptual design and innovation and demonstrated experience in applying this in a digital and future focused context.A strong understanding and experience with emerging technologies used to deliver services in both digital and staff assisted channels.Experience in the practical application of user research findings to drive service delivery outcomes.Demonstrated ability to grow capability and impact positively on the service delivery culture.Key dutiesAs the Lead Service Designer, you will be required to (but not limited to):Lead and manage a small service design team.Investigate business situations to define recommendations for improvement action.Provide authoritative advice and direction in the organisation's planning and operations.Influence stakeholder attitudes, decisions, and actions for mutual benefit by facilitating open communication and discussion.Create and maintain strategies which align with organisational actions, plans and business objectives.Plan and drive user experience design activities, providing expert advice and guidance to support the adoption of agreed approaches.Validate systems, products or services against user experience goals, metrics and targets.Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing.Depending on the role into which you are placed, you may also be required to obtain and maintain a Working with Vulnerable People/Children registration (or equivalent).The department requires the successful candidate to obtain and maintain a Negative Vetting 2 level security clearance unless the position to be filled has been designated as a lower or higher classification.Loss of a security clearance at any time may lead to termination of employment.In some instances, employees may be able to commence in the department on a Temporary Access arrangement prior to their security clearance being finalised.RecruitAbility applies to this vacancy.Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.For more information visit: https://www.apsc.gov.au/recruitability ContactJenni Charleston, Director - Passport Modernisation and Identity Section #J-18808-Ljbffr