Lead Service Designer

The Role

Portfolio Delivery is core to the delivery of projects within the CAA, and we are now focussing on developing a Service Design capability. This will involve working with the Head of Continuous Improvement and Customer Experience to build capability and skills internally, to deliver knowledge and support across the business, and be responsible for key deliverables in one of our top strategic projects.

If you’d like to be a part of this exciting transformation journey read on for more info about this great opportunity where you will be influencing and inspiring change.

Key Accountabilities 

• Ensure services are accessible and inclusive, catering to all users, regardless of their abilities or circumstances.
• Design and enhance services impacting multiple functions with timescales of over 1 year, ensuring they are user-friendly and aligned with business objectives.
• Leverage research and data to understand user needs, pinpoint potential issues, and implement service improvements.
• Creating seamless user journeys, collaborating with cross-functional teams to identify transformation opportunities and identify key touchpoints where enhancements can be made to deliver optimal experiences.
• Identify and support implementation of changes to working practices and processes, ensuring that any impacts on service delivery are understood and agreed upon by stakeholders and are in alignment with the CAAs strategic objectives.
• Build relationships across the organisation to influence and drive change, both at the department head and operational process levels.
• Ensure that changes to working practices and processes are understood and embedded within our internal project teams, training/upskilling key individuals and building a Service Design framework is also key to ensure the CAA are set up for success moving forward including creation of templates and guidance.

About You

Essential Minimum Criteria:

You will have the necessary experience to be able to quickly build effective working relationships with our leadership and operational teams. In addition, you’ll need:

• Appropriate certification in Service Design, ideally in a lead role.
• Proven experience leading complex, user-centered design projects in government or the public sector, such as applying iterative design principles and adapting based on user research and feedback.
• Able to deliver measurable improvements to the customer experience
• Confidently develop, mentor and foster a collaborative lean design culture across teams and the organisation.
• Champion user centric design and the role effective service design plays in creating services that meet user needs
• Confidently engage with stakeholders, with the ability to influence at different levels of the business to adopt user-centered design principles
• Familiarity with Government Digital Service Standards including leading Service Design and having a strong understanding of what’s required at each stage during Discovery, Alpha and Beta phases including how Service Design evolves through the journey
• Self-starter with the motivation and tenacity to see projects through to successful implementation.
• Confidently make decisions whilst balancing business needs.
• Able to lead teams through change, managing multiple priorities and deadlines, and confidently manage multiple workstreams against rigorous timelines.
• Ability to map complex services, producing user/customer journeys, personas, and service blueprints to generate actionable insights
• Experienced at rapid prototyping to test, iterate and validate design solutions

Desirable

• Understanding of major organisational restructuring, including Communications, Stakeholder Management, and Change Management.
• Confidently advise business teams and Subject Matter Experts (SMEs) on projects, solving or pre-empting problems.
• Knowledge of tools for diagnosing, designing, and implementing change interventions.
• Working knowledge of    RPA, AI, and automation software/projects, and   supporting process migration projects.
• Background in working within a regulatory environment within the aviation industry.