Lead Service Designer

About the role

We are looking for a Lead Service Designer to join our Service Design and Digital Adoption team within the Transformation department.

This is your chance to be at the forefront of innovation, working to high standards and fostering a culture of creativity.

As a Lead Service Designer, you’ll oversee the design of complex services with a user-centric approach, collaborating with multidisciplinary senior teams to uncover opportunities for transformation.

You’ll be the ambassador for service design, championing best practices and cutting-edge methodologies, and facilitating workshops and training sessions that inspire and elevate the entire council workforce!

The role offers hybrid working, and you would be based at one of our key NYC hubs across the country, depending on which one is the most convenient for you!

About us

The Transformation team at North Yorkshire Council is at the heart of all planned change programmes, driving efficiency and effectiveness to deliver better customer experiences and continuous improvements.

Our Service Design and Digital Adoption team is dedicated to designing council services that are accessible, efficient, and aligned with our operating model. We lead on user experience (UX) practice and deliver in-house developed products and automation tools to support service transformation.

You’ll give direction on design practice to senior service designers, collaborating closely with service owners, as well as service product managers, and digital and automation analysts.

Together, we work with various stakeholders, including employees, customers, and third parties, as well as NYC’s centralised support teams such as legal, property, procurement, technology, and HR.

Recent projects the team have delivered include:

·       Digital council services such as online services to assist highway fault reporting, Blue Badge applications, and waste and parking permits.

·       A comprehensive ‘Contact Us’ solution and developed a location checker to help direct users to area-specific web content.

·       Household support fund which delivers a digital process that allows eligible residents to apply for financial support quickly and easily.

·       An online platform (self-service IT portal) that allows staff to find answers to their questions and resolve issues independently, without needing to contact a support agent.

·       Chatbot – an interactive tool that allows users to get answers to their questions and resolve issues through automated conversations, without needing to contact a support agent.

·       Robotic Process Automation (RPA), this is technology that automates repetitive tasks and processes, thereby enhancing user experience by reducing manual effort and increasing efficiency.

About you

You may have come from a background in service management or Business analysis discipline with experience in designing and delivering service changes or managing service design projects.

The successful candidate will:

·       Be educated to degree level (Level 5) or equivalent experience.

·       Have evidence of ongoing commitment to continuing professional development (CPD).

·       Have experience in leading the design of services, ensuring alignment with user needs and organizational objectives.

·       Possess a strong background in stakeholder engagement, with the ability to build positive relationships and influence senior managers to adopt user-centred design principles.

·       Be skilled in utilizing a range of service design tools and techniques, such as user journeys, prototyping, and user research.

·       Have a good understanding of local authority policies, procedures, and relevant legislation relating to service operation.

·       Be knowledgeable about service design techniques, including user stories, customer journey mapping, personas, and service blueprints.

·       Have working knowledge of Government Digital Service Standards.