Senior Service Designer

About the role

Within the Government Practice our mission is to constantly improve the delivery of public services through the development of cutting-edge AI products which get used at scale by government organisations in the UK and beyond.

We are fortunate enough to get to work on some of the most socially impactful and important applications of AI across Government: our work includes building services to tackle the proliferation of online disinformation, to predict and prioritise patient flows in stretched A&E departments, and tools that detect key safety-related phrases in rail industry communications.

We pride ourselves in using the most appropriate data science tools for the task in hand, but our expertise stretches into the very latest Large Language Models and generative AI – Faculty is OpenAI’s first technical systems integration partner and only European partner.

Excitingly, as the Government has grown in its maturity for using AI, increasingly our job is to deploy AI in products and services which are used at scale and as a critical part of public service delivery. This means ensuring excellent user research, design skills, and robust product management is applied to how AI systems get built and deployed for users.

We’re growing our in-house digital service team as the Government broadens its use of data science within core digital services. You’ll be playing a key role in helping us architect how we use service design methods in a field as fast moving and profound as AI.

What you’ll be doing

As a Senior Service Designer you will be responsible for the end-to-end user centred design of AI enabled products and services with government contexts. You will work as part of a multi disciplinary team collaborating with data scientists, machine learning engineers, researchers and engagement managers. You will lead effective discovery activities; identifying user needs, translating findings into actionable opportunities as well as creating technically meaningful content to communicate with the wider team and stakeholders.

This work will enable the development of cutting-edge, safe and robust deployable AI technology in critical government contexts to be used by both civil servants and the public. Key responsibilities are to:

• Analyse and interpret user needs as well as business objectives in highly complex service areas
• Lead on design and research activities to map user journeys and flows as well as develop concepts and service blueprints that help reimagine how we can deliver AI enabled services end-to-end
• Help to define the vision and outcomes for products, services or programmes, shaping strategy and influencing long-lasting change
• Collaborate closely with the technical team to design practical solutions to pain points; rapidly designing and testing prototypes with service users
• Create high quality visualisations, based on a strong understanding of UX design principles as well as the Faculty brand.
• Take an active role in the design guild, contributing to scaling the design and product capability across the company
• Contribute to and help grow our design system and the design vision for Faculty

Who we are looking for

• Knowledge of the Government Service Standard, and the processes that underpin this
• A creative, empathetic team player who can inspire and motivate others
• Experience in carrying out the end-to-end design process independently, with examples of activities that span across product and service strategy, user research, UX, and UI.
• A portfolio showcasing a range of projects, with examples of your design process and artefacts you produced along the way.
• Examples of work where you have done discovery and research to understand a complex problem and then synthesised your findings to come up with design solutions.
• Knowledge of prototyping and design tools. We use Lucid and FigJam, but are quick to adopt better tools and processes, so you’ll be more than welcome to contribute all the good practices you’ve used before.
• Excellent verbal, written, and visual / presentation communication skills.
• Confidence in building and managing strong stakeholder relationships both within Faculty and with customers.
• Interest in working on 0-1 product development.
• Interest in a quantitative discipline, like mathematics or computer science would be nice but not essential.
• Experience in working with data heavy products and data visualisation experience.