Senior Service Designer

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

Would you enjoy leading service designers to make ongoing improvements?

If so, this role may be perfect for you.

You will be an enthusiastic and experienced Service Designer who understands how to design services end to end and front to back. You will be confident in navigating a complex environment to drive the best outcomes for our citizens and colleagues.

This role is within our Shared Channels Experience Team which is transforming our services to provide simple and user-centric common experiences for our customers and colleagues.

You will work within the Common Customer Experience team to understand the current and future landscape of common journeys across DWP.

You will provide design expertise to correctly identify and define problems, and then design these common journeys. The problems you will be working on will be varied but will all drive towards creating user-centric common services and service patterns.

Few other organisations globally can offer the same opportunity to work with cutting-edge technology at this scale and to make such a critical difference to millions of people.

You’ll join a thriving community of practice, where you’ll share best practice, insight and support with a bunch of other talented Service Designers.

Listen to a podcast about our team by clicking here Shared Channels Experience

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 understand user needs and business or policy goals and are able to visualise whole services, both end to end and front to back, across business areas or departments in order to reduce or remove issues and problems.

You will be able to lead a small team of service designers or work with senior stakeholders to establish service design methods, leading communication with stakeholders, leading workshops and using design patterns to support strategy and decision making across their team or business area.

You are able to define good practice and make sure that useful guidance, tools and patterns are available across services and teams to solve recurring problems for users. You will support the service design community by organising or taking part in meet-ups to share work openly.

Role and Responsibilities

• Understand user needs and design services that meet them and collaborate with multidisciplinary teams to understand user behaviour and feedback.

• Demonstrate good working knowledge of service design in practice.

• Analyse research findings, data, insight gathering, critical thinking and concept generation.

• Have a strong grasp of qualitative and quantitative research methods to service user needs and work with researchers to conduct these studies.

• Lead workshops to drive actionable outcomes.

• Align and support the communication with product owners and policy colleagues to define the customer journey and articulate the vision for products and services.

• Understand as-is service design and identify improvement opportunities.

• Analyse pain points within services and build design solutions that fulfil user needs and business outcomes.

• Use prototyping methods to communicate ideas and concepts with real users to encourage collaboration and iterative processes.

• Lead the articulation of insights and stories around the strategy and concepts being designed.

• Manage stakeholder needs across different areas with a focus on supporting discussions at senior departmental level.

• Contribute to building an open and collaborative culture within the department and the design community.

• Analyse and identify cost saving opportunities whilst implementing best practice service design.

• Own and create high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints.

• Manage team workload and design approach across deliverables.

• Actively provide support and mentor team members.

• Support the capability and promote service design in and beyond the department.

• Support recruitment for the DWP Digital Product design community.