Senior Service Designer

HMRC is looking for a Senior Service Designer who is passionate about how Artificial Intelligence can be used in user-centred Design.

Artificial Intelligence is transforming user-centred design by enabling deeper insights and faster decision-making. AI tools analyse large volumes of user data to uncover behaviours, pain points, and preferences, helping create services that truly meet user needs.

This role will act as the point of contact for AI within the HMRC User-centred Design practice, working across the senior leadership team to uncover the opportunities AI can bring and how it can be utilised to increase productivity, and reduce the time taken to deliver value to our users.

You’ll also be a member of a developing service design community; the community provides a safe space to test out design ideas and offer support to other service designers to attain the best possible outcomes.

Person specification

As a senior service designer, you will:

• Define a clear design vision and strategy for AI within UCD.
• Create and maintain the high-level AI service roadmap for UCD.
• Identify opportunities to apply AI technology by building strong relationships with internal and external stakeholders.
• Work with Internal Comms to create and update a dedicated space for AI-related content within UCD.
• Consider and design how AI can influence user-centred services that meet user needs and fulfil business outcomes.
• Use and promote best practice and standards to adopt AI to design usable and inclusive services consistent with the rest of government and HMRC.
• Build collaborative relationships within teams and with senior stakeholders across the organisation and external suppliers.
• Effectively use facilitation skills with teams and stakeholders in the design and application of AI technology.
• Stay up to date with emerging AI technologies and assess their applicability to UCD.

You will also be expected to:

• Line manage, coach and mentor Service Designers – providing them with guidance, support, constructive feedback and design direction.
• Lead peer review sessions with other profession members to ensure service design standards are upheld across the organisation.
• Actively participate in the HMRC and cross-government design communities by leading community sessions and supporting initiatives.
• Seek out opportunities for learning and improvement by getting feedback from your colleagues and the business.

Essential Criteria:

You will already have considerable experience and understanding of:

• Designing large or complex services that meet user needs and organisational outcomes, across all channels.
• Using user research and data to understand user needs for adopting AI, identify and understand problems, inform design decisions and influence stakeholders.
• Clearly and effectively communicating the benefits of AI for UCD, using things like sketches, user journeys, diagrams, maps, prototypes, and written narratives.
• Planning and facilitating workshops with senior stakeholders across organisational boundaries, end users and/or internal users.
• Engaging and collaborating with teams and stakeholders in a variety of ways to build a shared understanding of how AI can be used to solve problems, work through challenges and facilitate design-led decision-making.
• Experience of leading, managing, coaching or mentoring people.