Service Designer

We are looking for a Service Designer to join the Service Design team on a permanent contract.

The Fund is committed to growing user-centred design skills and best practice across the organisation, as well as embedding these approaches, tools, and techniques into our everyday work, especially in terms of our funding.

As a Service Designer, you are instrumental in facilitating the design and development of accessible user-centred services, supporting our grant-holders and the communities they serve. Service Design is a multidisciplinary effort and as an expert you are expected to ensure the pieces fit together.

You will act as a nexus between funding staff, internal and external stakeholders, and customers. While you are an expert in analysing the operating landscape to drive development of appropriate services, you’re also required to have a thorough understanding of the principles of agile product and service development, user research, user experience and accessibility.

Critical to your success is your ability to develop an expert understanding of the needs of our users, both internal and external. You consistently champion these needs as you develop prototypes and designs to improve services. Your role may potentially cover a wide range of organisational challenges – anything that involves a process or an end-to-end service.

You’re expected look for ways to continually improve these services and to be an advocate within for continuous improvement within the Fund. You’re expected to be a champion of service design, and to coach and mentor colleagues to help promote a service design approach across the Fund.

Your role requires you to engage effectively with users and stakeholders (including at senior level) to ensure they are clear on the benefits of the products/services, ensuring that their feedback is being used to inform ongoing improvements. You need good attention to detail and an ability to cut through large amounts of data and opinion to get to the heart of what matters.

You are recognised as a problem solver with the ability to make pragmatic decisions and get buy-in from others.

You may be asked to assume line management responsibility for other colleagues.

Essential Criteria

Strong foundation in service design principles, user-centred design and process mapping

• Experience implementing lasting process change and/or business improvement
• Proven track record in helping meet challenging business objectives
• Experience working within multidisciplinary teams, managing differing opinions, highlighting priorities and identifying solutions
• Experience using appropriate methods to get valuable insights (eg user research, feedback, analytics)

Desirable Criteria

• Familiarity with the government service standard or similar model
• Ability to interpret between needs of technical and business stakeholders while managing expectations
• Digital perspective; responding to developments in technology and adapting your approach accordingly. You understand the importance of designing accessible services and make decisions to meet the needs of all users