Human-Centred Design Change Manager

The Assistant Director, Process Design and Ways of Working (Human-Centred Design Specialist) sits within the Transformation Office and leads human-centred process design to implement the Target Operating Model (TOM) and Integrated Operating Rhythm. Working with the responsible Directors, the role translates strategic intent and agreed ways of working into practical, connected processes and workflows, with clear steps, responsibilities, accountabilities and hand-offs. The role engages employees, leaders and delivery teams across the Agency through research, consultation and co-design to understand current work and employee needs. It uses process and journey mapping, service blueprinting, prototyping and continuous improvement to develop, test and refine future-state processes. It turns evidence and feedback into clear recommendations, balancing employee needs with Agency priorities and operational requirements. Working with reasonable autonomy under broad direction, the role exercises sound judgement and provides specialist process and human-centred design advice aligned with the TOM, Integrated Operating Rhythm and Transformation Office priorities. It also produces supporting documentation and practical guidance, and undertakes other relevant tasks required to implement and sustain improvements. Through inclusive design and collaboration across organisational boundaries, it supports better decisions, stronger collaboration and more consistent delivery Key duties and responsibilities Plan and lead employee research and consultation, and map current-state end-to-end processes and employee journeys to understand needs, experiences and how work happens across teams and functions, including responsibilities, accountabilities and hand-offs. Lead human-centred design of practical future-state processes, experiences and ways of working that translate the TOM, Integrated Operating Rhythm and agreed strategic direction into connected workflows, clear steps, responsibilities and hand-offs, balancing employee needs with Agency priorities and operational requirements. Facilitate inclusive workshops and co-design activities with employees, leaders and delivery teams who undertake or interact with the work, bringing together perspectives across organisational boundaries and building shared understanding and agreement on problems and proposed improvements. Analyse research findings and workflows to identify process friction, duplication, unclear accountabilities or hand-offs and unnecessary complexity, and provide the responsible Directors and teams with clear, evidence-based recommendations and specialist process and human-centred design advice. Apply agile, inclusive human-centred design and continuous improvement approaches to prototype, test and refine proposed processes and experiences with the people who use them, using evidence and employee feedback to inform improvements as new ways of working are introduced. Deliver clear, usable process maps, employee journey maps, service blueprints, prototypes and supporting artefacts, and work with teams to support their implementation and maintenance, enabling practical, sustainable ways of working, better decisions, stronger collaboration and more consistent delivery. Criteria The buyer has specified that each candidate must provide a response to each criterion. Each response is limited to 3000 characters. Essential criteria Weighting 1. Service Provider's demonstrated understanding of the services required Weighting: 60% 2. The Service Provider’s demonstrated capability and capacity to provide the services. Weighting: 40% Desirable criteria Weighting 1. Demonstrated experience delivering human-centred process design and operating model transformation outcomes. The response should demonstrate the proposed resource's relevant skills, qualifications, knowledge and experience in human-centred design, process improvement, stakeholder engagement, facilitation and operating model transformation, and their ability to successfully perform the duties outlined in the role description. Weighting: 100% Opportunity summary Sellers can submit Up to 4 candidates Number of sellers invited Fewer than 5 Number of candidates submitted Fewer than 10 RFQ closing time 02 Weeks 00 Days 12 Hours Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia