Senior Service Designer

About the role

As a Senior Service Designer, you’ll have the opportunity to identify gaps and create new opportunities within our existing services. Working in a user-centred multidisciplinary team, you’ll collaborate with researchers, developers, and other designers to bring a comprehensive view of the landscape while being the voice of both the user and the organisation.

In this role, you’ll partner with product managers and service owners to understand and communicate the complexities of our services. You’ll help create visions, strategies, and roadmaps that guide teams and stakeholders, while documenting holistic user journeys to facilitate key decisions. We’re looking for someone who can analyse existing services to identify pain points and promote good design rationale, ensuring quality outcomes.

• Providing service design expertise across complex user journeys

• Developing user-centred experiences that meet user needs and fulfil business outcomes

• Help to shape the Service Design function in the team based on best practice from the wider profession

• Using and promoting best practice and standards to design usable and inclusive experiences

• Analysing pain points and failure points within the user experience and create recommendations to address any issues identified

• Mapping of current user journeys and design service blueprints for new or improved experiences or processes across multiple channels

• Effectively communicating complex information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives for multiple audiences

• Building collaborative relationships within multidisciplinary teams and with senior stakeholders across the organisation and wider DDaT Profession

• 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

• Experience in designing large or complex services that meet user needs and organisational outcomes, across all channels (LEAD)

• Experience in using user research and data to understand user needs, identify and understand problems, inform design decisions and influence stakeholders

• The ability to communicate clearly and effectively complex information and ideas, using things like sketches, user journeys, diagrams, maps, prototypes, and written narratives

• Experience in planning and facilitating workshops with senior stakeholders across organisational boundaries, end users and/or internal users

• The ability to engage and collaborate 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

• Experience of agile tools, how to use them and can adapt and reflect to see outside of the process.