Macquarie University

St Edmunds College Canberra

Express Plus Connect Project Operations Manager

Canberra, Act, Australia

Position description
Responsible for application and management of all service design activities as prescribed under the  Service Design Indicative Design Framework including:
1.       Support design and development of NBN service offers.
2.       Apply design expertise based on the FSD design approach.
3.       Promote user centred design - outside in, end to end perspective.
4.       Develop customer profiles, personas, user pathways, scenarios.
5.       Research activity – analysis, trends, environmental scan.
 
Position Outcome
1.         Integration of service design thinking tools and techniques.
2.         Develop prototypes for testing.
3.         Ideas into design concepts.
4.         Prototypes successfully developed and adopted.
5.         Collaborative approach maintained.
6.         Develop the design team brief.
Accountable for
1.         Planning and managing all aspects of service design process applicable to the NBN Pilot Service offer.
2.         Analysis and engagement of stakeholders and their requirements.
3.         Engage with and manage stakeholders
4.         Ensure working prototypes are ready for evaluation and handover.
5.         Blueprint of high level design.
6.         Design thinking.
7.         Planning and facilitation of design workshops, focus groups, forums, meetings
8.         Help establish design team.
Outputs accountable
The outputs will be in line with those specified under the Service Design Indicative Design Framework.  The specific outputs will be based on the operational and project requirements that apply to each cohort and include:
1.         Formulating design intent and planning.
2.         Applying appropriate engagement techniques.
3.         Apply design activities within specified budget approval process.

Dept of Human Services

Service Designer High Definition Videoconferencing Pilot

Project Manage the implementation of two Service Delivery Reform Projects in support of the Older Australians Service offer.  The first Project was targeted at improving the customer service behavious of Medicare staff to facilitate a more positive interaction with Older Australian customers.  The second project involved employing a collaborative design approach to enhancing the service provision between Medicare and local community serviceproviders  and councils

Medicare Australia

SDR Project Manager

Assist Clients to analyse the performance gap to assist in planning the most effective learning and or development strategy to assist in addressing the performance improvement required.

Andrew Power

Andrew Power