Lead Service Designer

We’re the Office for National Statistics (ONS), the UK’s largest independent producer of official statistics, covering a range of important economic, social and demographic topics. We help people make better, more informed decisions on policy and services across the UK.

We have established several multi-disciplinary Service Design teams consisting of architecture, analysis, research and service design capabilities. These teams are responsible for understanding and designing the end-to-end user journeys for the core services in the ONS. These range from the collection and ingestion of new data through the analysis, processing and management of those data.

These user journeys inform the wider service offering and are used to inform the overall service design covering all aspects of the service from the front to the backstage. The service design needs to incorporate the needs of both ONS’ internal and external users whilst meeting the overall business goals.

Service designers design the end-to-end journey of a service. This helps a user complete their goal and ONS deliver a policy intent. In this role, your work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of ONS.

Responsibilities

This is a role with real impact, where you will be able to shape how we do things going forward and build your own experience with industry leading tools and technologies which will transform how our
organisation works.

We offer you a flexible working environment, encouraging a sensible work life balance as well world class training and development and a thriving community of practice of fellow User Centered Design and research colleagues. You will also have opportunities for career progression and protected learning time to develop your skills and side projects.

As a Service Designer you will;

• Bring together research, design, business and technology to shape the service.
• Use evidenced based insights to drive strategic thinking and place users at the centre of services.
• Work closely with user researchers to define and communicate user needs and pain points.
• Understand, analyse and map complex user journeys and processes.
• Build service blueprints covering the end-to-end user journey inclusive of all frontage and backstage activities, touch-points and channels.
• Own the service design deliverables including service concepts, blueprints and related artefacts.
• Identify relevant metrics to capture across the service to monitor service performance and inform improvements through re-design, business processes changes, and collaboration.
• Have strong communication skills and be confident presenting and defending design decisions.
• Have responsibility across complex services.
• Help set direction and embed good practice.

  Person specification – Essential criteria

• Experience in service design or related role such as user experience design or design research with a focus on services that cut across multiple interconnected products.
• Experience of designing human-centered services, built around user research insights and related techniques such as personas and affinity mapping.
• Significant knowledge of existing and emerging service design tools, methods and practices, including user journey mapping, service ideation, and service blueprints to clearly communicate the complexities of a problem through visualising the information in different ways depending on the audience.
• Ability to consider existing services, user experiences, processes and business constraints to inform the future design and required business change.
• Ability to run effective, engaging remote workshops to be able to elicit information and walk-through designs
• Be able to understand and analyse the journey in its entirety, how it interacts and integrates with other systems and services. You need to be able to visualise and understand the big picture as well as having the detailed view in your mind and be able to bring the two together.

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

• Communicating and Influencing
• Delivering at Pace
• Working Together
• Changing and Improving