Lead Service Designer

What you will bring…
You will have the ability to design the end-to-end journey of a service, supporting a user to complete their goal and for CQC to deliver a policy. You will be able to set direction, assure the quality of design delivery across teams and lead multiple or highly complex services, as well as working to create, or change, transactions, products and content across both digital and offline channels provided by different parts of CQC.
As an expert practitioner, you will be able to influence and mentor others whilst helping to lead our design community, sharing skills, knowledge and experience with others across CQC and the wider health and social care sectors.

Accountabilities:
Accountable for service design across complex, high-impact products and services
Lead and motivate multiple multidisciplinary teams and senior stakeholders in the application of user-centred design tools and techniques
Have line management responsibility for design roles within CQC
Capture the entire perspective of a service and turning interactions into simple user journeys
Experienced in using a variety of methods of prototyping. Shares best practice and can coach others. Looks at strategic service design end to end.
Lead service design in a complex regulated environment, able to understand user needs and track interactions across channels, identify dependencies across services and coordinate design activity across multiple teams
Designs systems for use across multiple services and can identify the simplest approach out of a variety of approaches
Engage with senior stakeholders and users to ensure they are clear on the scope of the service and any design decisions made by the team
Introduce and implement new ways of working across the Digital team and other areas of CQC in relation to agile delivery
Gives direction on which tools and methods to use. Is experienced in meeting the needs of users across a variety of channels. Able to bring insight and expertise in how user needs have changed over time to ensure these are met by the business. Applies strategic thinking in how to provide the best service for the end user
Lead and contribute to the development of CQC as a design centre of excellence
Play a lead role in the CQC design community sharing your learning and celebrating progress made by other people and teams
Have the appropriate knowledge, skills and experience to actively promote diversity and equality of opportunity, treat everyone with dignity and respect and avoid discrimination and act in accordance with CQC Values & Behaviours

Essential Skills and Experience:
Educated to degree or equivalent qualification level, or ability to demonstrate appropriate work based experience.
Experience of leading design with a passion for evolving great digital products and services by leading multi-disciplinary teams at scale
Experience of managing, leading and developing a design team, including matrix-management
Experience of developing a design profession and leading communities of practice
Deep understanding of service design methods and practice, with proven experience using data and user feedback to improve services
Experience of communicating and presenting to senior management and expert use
An expert design practitioner with a deep understanding of disciplines such as user research, user experience, content design, and interaction design
Core design skills of sketching, journey mapping and prototyping including through rapid prototyping tools
Experience of coaching and leading teams in design practices, determining the right approach for the team to take and evaluating this through the lifecycle of a project
Understanding of the Government Digital Service (GDS) Service Standards and design principles
Experience of the context within which CQC operates is desirable