[Hiring] Service Design and Innovation Specialist @Mission Australia

Role Description

As our Service Design & Innovation Specialist, you will help shape the future of how we support people across Australia, bringing together lived expertise, human-centred design and evidence-based practice to create services that are more responsive, impactful and sustainable. Working alongside passionate service delivery teams and communities, you'll turn insights into action, helping design innovative approaches that strengthen lives, communities and systems, all while advancing our vision of building a fairer Australia where everyone can thrive.

Your key responsibilities will be to:

• Design and develop innovative service models and practice approaches that improve outcomes for people experiencing challenging times.
• Partner with service delivery teams, communities and people with lived expertise to co-design services using human-centred design principles.
• Translate research, evaluation findings, impact data and best practice evidence into practical service improvements and innovation opportunities.
• Support the implementation and continuous improvement of flagship service models, ensuring they remain effective, sustainable and responsive to community needs.
• Facilitate workshops, consultation activities and collaborative design processes that engage stakeholders and strengthen participation.
• Build organisational capability in co-design and human-centred design through training, coaching, resources and practical support.
• Provide expert advice and guidance to leaders and frontline teams on service design, innovation, community development and participation practices.
• Develop strong internal and external partnerships to drive strategic initiatives, share insights and support innovation across Mission Australia.

Qualifications

• Tertiary qualifications in a relevant discipline such as Human Services, Social Work, Community Development, Public Policy, Service Design, Strategic Design, Innovation Management or a related field.
• Experience in service design, innovation, program development or continuous improvement, ideally within the community, human services or not-for-profit sector.
• Demonstrated expertise in human-centred design, co-design methodologies and trauma-informed approaches.
• Ability to translate research, evaluation findings and service insights into practical and scalable solutions.
• Strong project management skills, with the ability to manage multiple priorities and deliver outcomes in complex environments.
• Experience facilitating workshops, stakeholder engagement activities and collaborative design processes, both virtually and in person.
• Exceptional relationship-building skills, with the ability to influence, collaborate and engage diverse stakeholders.
• Strong analytical and critical thinking skills, including the ability to synthesise complex information and identify opportunities for improvement.
• Excellent written and verbal communication skills, including the ability to present ideas, develop resources and communicate complex concepts clearly.

Requirements

• Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

Benefits

• Rewarding work – every day you know you’re making a real difference.
• Not-for-profit salary packaging, reducing your tax (details via AccessPay).
• Free external, confidential counselling and access to chaplaincy support.
• Volunteering opportunities.
• Opportunity to purchase additional annual leave.
• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off.