Senior Service Designer

HMRC’s services are complex, you’ll need to enjoy tricky problems and thinking about how content, services, processes and policies connect across end-to-end journeys to help users achieve their goals.

Millions of people have to use our services, which means we need to design for a range of complex needs and outcomes. You’ll need to be curious about who will use our services, as well as how:

• they will interact with them
• their experiences can be improved and tested through user-centred design

Alongside working on complex design projects, you’ll also be a member of a developing service design community. This community provides a safe space to test out design ideas and offers support to other service designers to attain the best possible outcomes.

As a Senior Service Designer, you will:

• provide service design expertise across complex user journeys
• develop user-centred experiences that meet user needs and fulfil business outcomes
• shape the Service Design function in the team based on best practice from the wider Service Design profession
• use and promote best practice and standards to design usable and inclusive experiences consistent with the rest of government and HMRC
• analyse pain points and failure points within the user experience and create recommendations to address any issues identified
• map current user journeys and design service blueprints for new or improved experiences or processes across multiple channels
• effectively communicate complex information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives for multiple audiences
• build collaborative relationships within multidisciplinary teams and with senior stakeholders across the organisation
• effectively use facilitation skills with teams and stakeholders to build a shared understanding of problems to be solved, work through challenges and enable design-led decision making

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 make sure 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, identify and understand problems, inform design decisions and influence stakeholders
• clearly and effectively communicating complex information and ideas, 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 problems to be solved, work through challenges and facilitate design-led decision-making

Desirable Criteria:

• working with the Government Service Standard, Service Manual and Design System
• experience of leading, managing, coaching or mentoring people