Description:
ABOUT USAervice Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021. The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. We work flexibly and remotely, using our workspace in Footscray. We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government.Service Victoria and DGS are bringing important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.
ABOUT THE ROLE
We're looking for a content designer with a human-centred approach to their work. You'll be a champion of plain language and accessibility, with the ability to work across many different digital products and services. You'll work closely with our product designers to help craft great experiences for our customers. In addition to general content design across our platforms, you'll be our in-house specialist in conversation design for our chatbot.
This is a 12 month fixed term contract.
Key accountabilities1 Create simple, clear instructional content for website forms, mobile app and other digital products. Promote digital inclusion and design for our customers who have accessibility needs. 2 Work with colleagues and stakeholders to simplify complex language, using influence and negotiation skills to achieve the right outcome.3 Champion plain language and encourage a customer-centric approach to experience design.4 Deploy assorted tools, technology and methodology – including user research (qualitative and quantitative), usability testing, analytics and more – to validate your content.5 Develop support centre content and other resources for customer support staff.6 Lead the authoring, management and performance of content on our chatbot, and mentor content team members in conversation design best practice. Develop chatbot process and procedure documentation.
Experience and qualifications
Mandatory requirements• Tertiary qualification in writing, language, journalism or a related field, or significant equivalent experience.• Formal training in human centred design, user experience, service design, a related field, or significant equivalent experience.• Extensive experience in commercial content design, either in an agency or client/corporate setting.• Extensive knowledge of plain English writing best practice and content accessibility principles.• Demonstrated experience with stakeholder engagement, and in highly collaborative environments.
Desirable• Formal training or significant equivalent experience relating to artificial intelligence (AI), machine learning (ML), natural language processing (NLP), natural language understanding (NLU), is highly desirable.• Experience with enterprise-level design systems.• Significant experience with WCAG 2.2 content accessibility standards.• Experience developing content in high regulatory environments.
HOW TO APPLY
Please submit your application along with a cover letter addressing the key selection criteria and a resume.
18 Mar 2025;
from:
uworkin.com