Lead Service Designer

Are you someone who enjoys putting users’ needs at the heart of your work?

Are you someone who enjoys shaping strategy and translating policy into true end-to-end services?

Would you enjoy working with the service design community to make ongoing improvements across DWP?

If so this role may be perfect for you.

We are looking for a Lead Service Designer to work in our Fraud and Error team.

Our Fraud and Error team is integral to the department. You will be at the heart of a team that is integral to the efforts to reduce fraud and error in the benefit system.

Services and tools for citizens today are provided by lots of different organisations, making it hard for people to navigate when they need help. And although individual services might be meeting the needs for their part of a wider journey, overall needs are often unmet, this would be where your skills and experience could come in.

A Lead Service Designer is an expert practitioner, with experience of large-scale and complex projects.

You will ensure the quality-of-service design across teams and its alignment to departmental goals. Using research, data and other evidence, you will translate user needs into whole services (including non-digital parts).

As Lead Service Designer you will work closely with several multi-disciplinary teams, including with product managers, programme directors and other senior stakeholders, to help ensure that we meet the Government service standard – including that our services solve whole problems for users and provide a joined-up experience across all channels.

This will include supporting existing teams with their visions and work, contributing to wider departmental target operating models, and leading on the design and strategy for the far future of our end-to-end services, ensuring that users’ needs are at the heart of all our work.

Our Lead Service Designers are an advocate for best practice in service design, lead on cross-government design projects and keep up to date with industry changes. They help to shape service design career paths and may manage senior service designers.

You will collaborate with several teams and colleagues to create End to end services that support our citizens and meet departmental goals.

The essential criteria for this role are:

• Have Significant experience of service design in practice.
• Provide expert advice and guidance to develop end-to-end services (including non-digital parts), that meet citizens’ needs, colleague needs and department objectives.
• Provide leadership at program level to understand citizens’ behaviour and use evidence to help support strategy decisions.
• Assist the development of the service design community within the department and across the government.
• Ensure that the design of services are consistent, both internally and with wider Government principles, across multiple projects.
• Lead on the creation and maintenance of a positive and collaborative working environment.

If you would like to learn more about the role, please contact felicity.smith@dwp.gov.uk.