Senior Service Designer

The Department for Work and Pensions (DWP) is the UK’s biggest public service, providing benefits to around 20 million claimants plus administering State Pension.

Within the Department DWP Digital is transforming DWP’s services by unlocking the potential of leading-edge technologies and ways of working. DWP are focused on building and running innovative digital technology solutions that meet and respond to the changing needs and expectations of millions of people.

This role is within our Digital Channels team which sits within the Digital Modernisation and Efficiency Directorate. This is transforming the way we simplify our services to provide user-centric common experiences for our customers and colleagues.

You will work within the Customer Experience team to understand the current and future landscape of common journeys across DWP channels. You will provide design expertise to correctly identify and define problems, aiding to the channel strategy for DWP.

You will work with stakeholders from within Digital, more broadly across the whole of DWP and Cross-Government departments to ensure that Service Design expertise is represented.

As a Senior Service Designer you are an experienced practitioner. You will have experience in driving awareness of service performance and improvement needs which have resulted in successful service outcomes.

You are able to analyse and understand user needs, business and policy goals and use storytelling and visualisations to articulate whole services, both end-to-end and front-to-back, across business areas or departments in order to solve complex problems.

You demonstrate good working knowledge of service design in practice and can establish and maintain service design methods including guidance, tools and patterns, your team can use to solve complex problems and reach outcomes.

You can lead communication with stakeholders at varying levels of seniority and facilitate conversations, collaboration and consensus that support the team strategy, drive decision-making and achieve outcomes across teams and business areas.

You will support the DWP service design community by, contributing to meet-ups to create connections and share work openly, actively supporting and mentoring team members, promoting the capability of service design in and beyond the department and participating in recruitment activities.

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Have substantial experience of using hands-on service design approaches to solve complex problems.
• Demonstrate user-centred design expertise to develop end-to-end, front-to-back services using Government principles and evidence that meet citizen and colleague needs as well as department objectives.
• Be comfortable influencing and communicating to a range of colleagues and stakeholders at varying levels of seniority on the value of user centricity, your approaches and decisions.
• Contribute to and support the creation and maintenance of a positive working environment that enables collaboration within your team, the wider department and the service design community.