Government

Lead Service Designer

Archived
Full Time

UK Home Office

Job description

We’re looking for a skilled and experienced Lead Service Designer who is passionate about what they can bring to deliver better services at the Home Office and is prepared to be a vocal advocate for user needs and service standards. You are motivated to support and protect our communities by delivering simple, accessible, and satisfying services in Law Enforcement.

As a Lead Service Designer, you will work closely with Interaction Designers, Content Designers, User Researchers, Product Manager and Delivery Managers to drive user research and design activities across several programmes to better understand the needs and behaviours of users in Law Enforcement.

We’re looking for an expert practitioner to lead the community of Service Design. You will sit on the leadership team within the Police and Public Protection Technology Team (PPPT), Centre for Digital Design (CDD) reporting to and working closely with the Head of the Centre for Digital Design inputting into programme strategy and the transition of the wider organisation to be product centred. As part of the CDD leadership team you will work with with Programme Directors and managers to establish and scale service design across the major programmes. A key part of your role will also be regular engagement with our policing partners and wider stakeholders where you will introduce service design thinking as a fundamental part of concept to continuous service improvement. You will grow a Service Design community by resourcing teams, resolving problems and develop future business cases. To establish a strong Service Design foundation in PPPT, you will work closely with the Head of Service Design ensuring best practice is being applied and the development of Service Design as a profession uses lessons learned from your work in PPPT.

You’ll ensure services meet both user needs and business goals and will promote your discipline, taking a lead in CDD and the wider organisation (PPPT) and cross government Service Design communities. To promote quality and consistency, you’ll ensure the Service Design team follows the GDS Service Manual and assess services against the Digital Service Standard.

You’ll introduce frameworks and approaches, you will communicate insights and empower teams to present thinking in engaging and impactful ways to senior stakeholders to inspire change and improve government services and inform policy.

This post is eligible for DDaT RRA. Successful candidates with exceptional skills and experience may apply for a Recruitment Retention Allowance between £3500 – £9000. This allowance is subject to an initial review within six months of taking up the post and thereafter an annual review in line with departmental priorities and could be reduced or withdrawn at any time.

Responsibilities

Your main day to day responsibilities will include:

• Working with the Portfolio team to identify problems, scope out projects, and ensure they are resourced appropriately.
• Ensuring that delivery teams are taking a user-centred, evidence-based approach, to build products and services that are accessible and inclusive.
• Communicating with senior stakeholders to promote a user centred approach and balance user needs with business needs.
• Building and managing a team of Service Designers, providing performance feedback and supporting their learning and development goals.
• Working with the Head of Service Design to develop and assure good service design practice, as well as upskilling, hiring new talent and allocating resources as required.

Other day to day activities:

• Providing hands on support and service design as required.
• Running stakeholder workshops to set expectations of standards and ways of working.
• Providing service design expertise and consultancy to the portfolio.
• Contributing to the internal service design community by speaking at internal events and sharing best practice.
• Contributing to the wider service design community, for example by blogging, speaking at conferences etc.

Essential Criteria:

• Providing service design leadership and direction across the portfolio, establishing an effective user centred design culture in the organisation.
• Directing and advising on the design and implementation of evidence-based solutions to complex problems, with hands on experience in applying these methods.
• Leading discussions at a senior departmental level, to build consensus between organisations and stakeholders.
• Raising awareness and visibility of service design work, to gain consensus and momentum around decisions.
• Providing leadership and line management to the team, overseeing recruitment and growing skills as needed, to deliver quality services.
• Considering the needs of diverse audiences to ensure teams design is accessible and inclusive to digital services.

The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency model (based on the industry standard SFIA framework).

Desirable Criteria:

Ideally you will also have the following skills or some experience in:

• Leading, growing and developing a team
• Working in an agile development environment
• Working with the GDS service standard

Location
, England
Type
Full Time
Industry
Government
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