Senior Service Designer

As a Senior service designer you will work as part of one or more multidisciplinary agile teams with other digital and technical experts to deliver multiple related digital services.

You will work out the best way to allow users to interact with services, in terms of both overall flows, designing from front to back, and end to end.

You will be responsible for managing and organizing design work between yourself and other designers in the team and be adept at switching between being a practitioner and senior design decision maker in a variety of projects.

• As a practitioner you will work on the end-to-end journey of a service including the creation of, or change to, transactions, products, and content across both digital and offline channels provided by different parts of HM Land Registry. You will be a confident and competent service designer who is able to develop designs based on evidence of user needs and organisational outcomes.
• As a senior decision maker, you will lead the service design work in one or more agile teams and will understand who is best placed to take on design work, given the team capacity, the type of work required and individual designers’ development needs.
• As a senior member of the team, you will positively impact design maturity at HM Land Registry, the skills and development of designers, and cost/time savings from well-designed services for both the organization and customers.

Responsibilities:

You will:

• manage and contribute service design work as part of multidisciplinary agile teams, delivering new and improving existing services that meet user needs and HM Land Registry policy objectives
• analyse and interpret user needs and business objectives in highly complex service areas
• develop and recommend service design concepts that help re-imagine how services can be delivered end-to-end and identify potential areas of improvement
• work with counterpart senior user researchers, business analysts and developers to turn concepts into user-centered services
• initiate and lead design thinking workshops such as problem framing with your immediate teams, senior project stakeholders and users
• present and deliver your work back, whether this is to senior project stakeholders, within your agile team, or at community critique and feedback sessions
• contribute to the development of our service design standards and service pattern library so that designers can create digital services that are consistent, accessible, and easy to use
• have a role in maintaining quality and service design standards across related projects
• work with the wider project team to ensure that services meet the digital service standard, coordinating and leading in service assessments as necessary to provide service design evidence to support the relevant points
• collaborate with senior service designers across government to identify and design scalable, cross-government service design patterns and standards
• support the growth of our service design discipline within the design community of practice, by sharing knowledge, skills and coaching our people to elevate this function

Throughout the selection process, we will use Success Profiles to assess the following essential experience, technical skills and behaviours. We’ll also be assessing your experience and specialist technical skills against the skills defined in the Digital, Data and Technology Profession Capability Framework for the Senior Service Designer role.

Essential skills and experience:

You will have:

• significant experience designing services, from concept to final delivery
• knowledge of what good end-to-end public services look like and how to design services in an inclusive, accessible way.
• experience of making evidence-based decisions to meet user needs – this could be across multiple connecting agile projects or distinct pieces of work
• the ability to identify and understand constraints across multiple projects, communicate these and work within them.
• the ability to absorb large amounts of conflicting information and use it to guide yourself and other designers in, in removing complexity, solving problems, and designing services that are easy-to-use and understand
• experience of creating service design artefacts, for example: service prototypes, service blueprints, experience and user journey maps, problem framing and problem statements. You will be able to select the right artefact for the context of your work. You will also contribute to the creation of reusable templates for service designers to use.
• using your expert practitioner skills, you can also guide others through the process of creating a service prototype and provide expert critique of the team’s method and work
• experience of iteratively establishing service design patterns and teaching other designers and related disciplines how to use them.
• creating, planning, and facilitating workshops with stakeholders of all levels, in hybrid working environments
• storytelling – creating stories that communicate the value of your team’s work for customers, senior stakeholders, and the organisation

Desirable skills and experience:

• Experience of planning service design activities on complex digital transformation projects

Essential technical skills 

• Creating, and managing other designers creating, usable, consistent, and accessible services.
• Understanding user needs, participating in research activities, and using research to inform design.
• Understanding senior stakeholder needs and using design to inform and persuade these audiences.

Please see the attached candidate pack for more information.

HMLR believe that a blended approach to where you work that enables some time working from home, as well as in the office may give you an improved experience and has clear business benefits.  We expect everyone to typically spend at least 60% of their working time in the office.

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

• Seeing the Big Picture
• Changing and Improving
• Communicating and Influencing
• Making Effective Decisions

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

• Understanding user needs, participating in research activities, and using research to inform design.
• Understanding senior stakeholder needs and using design to inform and persuade these audiences.