Senior Service Designer

This is a new role as the Senior Service Designer managing a team of design professionals and playing a key role in a high-profile business transformation programme supporting to reimagine itself as a digital, user focused organisation.

You’ll own the end-to-end service design of the product working in a multidisciplinary team, alongside policy experts, user researchers, designers, product managers and technology experts, to develop integrated user-centred public services. You’ll be part of our active and supportive design community in VOA, HMRC and across government.

Responsibilities:

• Provide design leadership to support user-centred service approaches based on insight and evidence.
• Identifying future service opportunities and propositions that meet user needs and deliver on government intentions, and communicating the rationale and potential benefits of those propositions.
• Leading teams and customers to develop service propositions into designs, making good design decisions, including the identification of risks and mitigation.
• Developing policies  and organisational intents as well as a clear understanding of user needs.
• Helping to plan user research and collaboratively analysing and synthesising the results of user research.
• Analysing failure within existing services, identifying root causes for that failure and creating recommendations to address that failure.
• Mapping current service journeys and creating blueprints for improved and/or new services.
• Understanding the existing support system for a service – both digital and process based – and designing targeted improvements to existing services or to accommodate new services.
• Leading collaborative relationships with customers across teams and service domains.
• Mentoring and coaching within the design community, line managing more junior designers.

Essential Criteria

• Significant experience designing services that are delivered through integrated digital and/or non-digital services.
• Experience using design in the development of strategy, including the evaluation of strategies and policies to ensure that business requirements are being met.
• Significant experience planning service design projects, including developing high-level project plans for design activity.
• Significant experience leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows.
• Significant experience preparing and communicating research, workshop and design outputs, for example: service maps/blueprints and design presentations.
• Experience in using metrics to define/refine services and the ability to work collaboratively to research findings.
• Significant experience using a variety of methods for prototyping and iterating products and/or services, including the end-to-end service context.
• Experience working collaboratively and effectively with multidisciplinary teams at pace.

Desirable skills/expertise

• Experience working in agile teams.
• Designing within a policy context.

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

• Strategic Thinking
• Evidence and context based design
• User Focus
• Prototyping – Service Blueprints
• Communicating between the technical and non technical
• Agile