Senior Service Designer

Job Summary

As a Senior Service Designer, you will work with a wide range of colleagues to develop and optimise complex CCS services. You will help set the direction, embed good practice, make evidence-based decisions, demonstrate an understanding of the full end-to-end journey and drive service improvements that bring value for CCS users.

Team Summary

User-centred design (UCD) is about putting users’ needs first in how we design services: we research, design and test for a customer-first approach. It is integral to making government work better for users, and reducing waste in government. Our team leads the professions covering User Researcher, Service and Interaction Design.

• Lead on design concepts and service blueprints that help define the customer journey and articulate the vision for end-to-end services.
• Identify opportunities and analyse user needs and business objectives across highly complex services to build design solutions that fulfil user and business needs.
• Help to define vision and outcomes for products, services and programmes, shaping strategy and influencing long-lasting change.
• Support the Head of User-Centred Design with the development and implementation of a best practice UCD strategy.
• Lead on design workshops and design sprints with the team, senior stakeholders and users.
• Collaborate with multidisciplinary teams, effective management of stakeholders and facilitate discussions at a senior level.
• Rapidly design and test digital prototypes with service users.
• Drive awareness of service performance through data and influence the implementation of evidence-based improvements.
• Take the lead in advocating for best practice and inclusive user-centred design across the organisation, and when working with third parties.
• Ensure all services and platforms meet with Government Design Services standards, and follow relevant government functional standards and other related requirements and guidance, in particular https://www.gov.uk/government/publications/government-functional-standard-govs-005-digital

Essential criteria (to be assessed at application stage):

• Have good experience in designing end-to-end public services and navigating complex policy and operational areas.
• You are expected to have supported a team to effectively deliver change.
• Have created, facilitated, delivered and embedded appropriate approaches to service design.
• Have mentored multidisciplinary teams to follow a user-centred approach in order to deliver high quality products and services.
• Know what good public services look like and how to design and prototype them in an inclusive, accessible way.

Desirable criteria :

• You have experience and/ or an understanding of working in highly regulated environments.
• You understand security, accessibility, version control and hosting.
• You have experience designing at scale.

In the event of a high number of quality applications, desirable will be used as a second sift

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

• Seeing the Big Picture
• Making Effective Decisions
• Changing and Improving
• Managing a Quality Service

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

• Agile working
• Digital perspective
• Evidence and context based design
• Prototyping
• User focus These will be assessed as per the DDaT framework: https://ddat-capability-framework.service.gov.uk/role/service-designer#senior-service-designer