Senior Service Designer

Rosa is a shared IT platform that enables communication and collaborative working at SECRET across the majority of UK and devolved government departments and sensitive industry partners.

The Rosa Service Organisation provides fixed and mobile SECRET products and services in 166 countries across the globe, allowing our users to create and share information securely.

We use some of the most innovative and exciting information security technology in the world to protect our national interests whilst enabling our users to work in far more efficient ways than any previous solutions have allowed.

Respect, collaboration, and trust are at the core of our values.  We believe in our mission to protect the most sensitive information in the UK.  We can only do this by being an inclusive, diverse, and flexible organisation.

You will work within the Design & Technology department alongside User Researchers and Product Managers to design the service wraps for our ground-breaking products.

At the Rosa Service Organisation you will:

• Engage with User Researchers, Product Managers, Business Analysts and Service Team Members to plan, visualise and define new user and service processes by exploiting a range of service design methodologies.

• Develop and own the service design templates and process maps for your products.

• Manage service design for your products through the phases in our product lifecycle, from the initial assessment in Discovery to increasingly mature iterations in Beta and Live.

• Continually assess the requirements for and performance of service designs to inform the definition of new processes and improvements to existing ones.

• Support Product Managers, Delivery Managers and Service Transition Managers to get products approved at our “fit for purpose” assessments, change management meetings and “fit for use” assessments.

• Define service management information and performance metrics and analyse this information in order to present it to colleagues and senior management.

• Produce support documentation and training materials to make it easy for your colleagues to understand how to adopt your service designs.

• Work alongside our Product Managers and other Service Designers to further develop our Service Design process, standard and templates, and help inculcate these in the wider organisation.

• Be involved in hiring Service Designers and contractors.

• Line manage and mentor Service Designers and handle issues relating to the performance and conduct of staff in line with UK Civil Service values.

We will use the essential and desirable skills and experience to help evaluate technical competence.

You must have:

• Worked in a digital service design setting, negotiating design briefs, leading service design activities, and delivering service outcomes based on user and business needs.
• Selected and run service design activities (data gathering, workshops, analysis and synthesis, prototyping, user journeys and service flows) for different lifecycle phases and situations.
• Used insights from data and research to effectively communicate design approaches within a multidisciplinary team.
• Communicated complex processes in clear written and graphical formats, including using visualization tools, e.g. Microsoft Visio.

You will ideally have:

• Worked in an environment that is developing many products at once with limited resources, and where your work fits into a larger programme or portfolio.
• Supported team members to understand service design and its value in delivering fit for purpose and fit for use services.
• Used agile or lean ways of working and tools for managing epics, user stories and tasks, e.g., Jira, Confluence.
• Understood the Government Service Standard and Service Manual.

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

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service

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

• Evidence and context based design
• Experience of working within constraints
• User Focus