Service Design & Innovation Lead (Fixed-term) – Remote

Service Design & Innovation Lead

• 12 month fixed-term contract (Parental Leave cover)
• National Perinatal Mental Health Helpline
• Work from home anywhere in Australia
• 0.8 FTE 30.4 hours a week
• Role paid in accordance with a Level 7 under the SCHADS Award

Support the people who support new and expecting parents.

PANDA is Australias only national perinatal mental health helpline. We walk alongside parents and families through pregnancy and the first year of parenthood a time of profound change joy and challenge. Our free phone and online services provide mental health support informed by clinical expertise evidence and the powerful voices of people with lived experience.

About the role

Were looking for a driven Service Design & Innovation Lead with a continuous improvement focusto join our multidisciplinary team on a fixed-term 12 month this role youll oversee and drive person-centred service design and innovation practices and/or projects across PANDAs Digital Services team.

Your key responsibilities will include:

• Lead and manage the delivery of Digital Services (Helpline) service delivery improvement initiatives to support the development of customer-centric solutions across the Digital Services model.
• Manage the application of person-centred design and innovative approaches into Digital Services design initiatives to support a customer-centric shared-services model that iterates and adapts to customer needs.
• Develop plans initiatives and future programs to enhance service delivery which consider both the customer and frontline Digital Services team impact.
• Manage and facilitate the delivery of stakeholder workshops to communicate key themes from interviews and inception workshops and work with the Digital Services (Helpline) team to achieve alignment on key success factors.
• Collaborate with a range of stakeholders to share and maintain knowledge of Digital Services (Helpline) customer feedback insights and reporting findings to continually improve the customer experience through service design capability development and delivery.

What were looking for

Essential:

• Tertiary Qualifications in design user experience or equivalent and/or strong demonstrated service design experience and change management.
• Ability to design conduct and interpret user research to gain insights into customer needs and pain points.
• Strong leadership skills including the ability to motivate and guide cross-functional teams build consensus and manage stakeholders effectively.

Desirable:

• Proficiency in project management methodologies (e.g. Agile) and the ability to manage multiple projects simultaneously prioritize tasks and meet deadlines.
• Experience in undertaking collaborative codesign approaches to service design.
• Strong leadership abilities to enable effective guiding mentoring coaching and inspiring others towards a common vision.

Remote role essentials

• This is a remote role work from home anywhere in Australia.
• Youll need a safe private home office with reliable internet a desk and an adjustable chair. Well supply you with a secure PANDA laptop.
• Current Working With Children Check and criminal record checks are required.

Why join PANDA

• Generous NFP salary packaging 17.5% annual leave loading.
• Flexible working arrangements that support your life.
• An inclusive friendly team passionate about perinatal mental health.
• Ongoing professional development and access to EAP.
• Be part of a rich learning environment alongside clinical experts and lived experience advocates.

Inclusion matters

Were committed to building a team that reflects the communities we serve. We strongly encourage applications from Aboriginal and Torres Strait Islander people people from culturally and linguistically diverse backgrounds dads young parents people living in rural or regional areas people with disability and LGBTIQA folks.

If youd like to have a chat about the role before applying or need support with your application reach out at

Ready to apply

Well be reviewing applications as they come in and may close this ad early if we find our new team member. So if this sounds like your next meaningful step wed love to hear from you!