Service Designer

HMRC is looking for a Service Designer who is passionate about User-centred design.

HMRC’s services are complex, you need to enjoy tricky problems, you need to enjoy problems and thinking about how services and policies will interact. With complex services we have a complex user base – millions of people have to use these services, which means a range of different needs and outcomes.

We want people who are curious about who will use a service, how they will interact with it and how something can be improved, testing those improvements through their design work.

Alongside working on a policy or service problem you’ll be a member of a developing service design community; the community provides a safe space to test out design ideas and offer support to other service designers to attain the best possible outcomes.

If this sounds like the sort of thing which excites you, this is the job for you. Watch this video, where we talk about what HMRC does and then how the work we do helps create better services.

Want to know more about the role?

Join our webinar on October 17th between 12 – 1pm to talk with the vacancy holder.

To register your interest, please email ucdrecruitment@hmrc.gov.uk quoting Webinar –  Service Designer.

As a service designer you will 

• Provide service design expertise on projects
• Develop user-centred services that meet user needs and fulfil business outcomes
• Use best practice and standards to design inclusive services consistent with the rest of government and HMRC
• Analyse pain points and failure points within services and create recommendations to address any issues identified
• Map current service journeys and design service blueprints for new and/or improved services
• Effectively communicate information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives for multiple audiences
• Build collaborative relationships within teams and with stakeholders across different teams and the organisation
• Effectively use facilitation skills with teams and stakeholders to build a shared understanding of problems to be solved and work through challenges

You will also be expected to

• Actively participate in the service design community within HMRC by helping to facilitate community sessions and support initiatives
• Seek out opportunities for learning and improvement by getting feedback from your colleagues and the business

Essential Criteria

You will already have experience and understanding of

• Designing services that meet user needs and organisational outcomes, across all channels.
• Using user research and data to understand user needs, identify problems and inform design decisions.
• Communicating information and ideas using things like sketches, user journeys, diagrams, maps, prototypes, and written narratives.
• Planning and facilitating workshops with stakeholders, users and/or internal users.
• Engaging with teams and stakeholders to help define problems that need to be solved and work through challenges and potential solutions.
• Experience working in agile, multi-disciplinary teams.

We’ll assess you against these technical skills during the selection process:

• Evidence-based design
• Designing strategically
• Design communication
• Designing together
• Scenario Presentation – 10mins based on technical skills