Senior Service Designer

As a Senior Service Designer, you’ll take a key role in the service design community across the Council, setting standards and leading service design of new, complex products and services. You’ll directly lead on our most complex, risky and interdependent priority areas, working as part of the multidisciplinary team and partner with service areas, acting as the bridge between transformational goals and the practicalities of product delivery.

The post holder will be working through the entire design and delivery process, from framing problems, understanding and visualising service landscape, improving and reimagining end-to-end service, crafting service details, prototyping service to orchestrating work to support implementation.

Example responsibilities include:

• Work with the lead product manager to build and lead a service design team and community at the Council; set standards of practice and behaviour based on modern industry standards and your experience and run events.
• Lead the development of highly-complex design concepts in conjunction with senior stakeholders
• Set direction and assure the overall quality of design delivery across teams, leading multiple highly-complex services
• Working with other members of multidisciplinary teams, specify and design end-to end services for our most complex and interdependent services, across all channels: help to define user needs, business objectives, scope, constraints, evaluation and prioritisation of user stories and identification and mitigation of design challenges.
• Work with senior leaders across the Council to determine service opportunities, and specify effective business solutions, including improvements in information systems, data management, practices, organisation and equipment.
• Work with service areas to map their business flows, inspiring their ambition and helping them to streamline process as well as understand their interconnection with the rest of the Council.
• Create prototypes for new services and interactions to help service areas understand the possibilities of transformation. Use different prototyping methods for different needs; help services to understand how to make prototypes turn into services
• Ensure that views of all parties, including end-users, are fully considered, verified and validated and that appropriate prioritisation is applied to meet business
• Take a lead role in the iterative design and development process, providing expertise in the optimisation of accessibility and usability, ensuring that solutions meet our Digital Service Standard or equivalent peer review.
• Take part in user research, using data and narratives you learn to better design and iterate services.
• Evaluate and undertake impact analysis on design options taking account of different levels of sophistication for different users (e.g. web-based systems and business systems).
• Build service patterns across the organisation which encompass not just digital service delivery but all channels and methods of access; patterns must balance user need, business need and technology constraint as well as balancing pragmatic design with ideals
• To undertake all duties with due regard to the provisions of health and safety regulations and legislation, Data Protection/GDPR, the Council’s Equal Opportunities and Customer Care policies.
• Deputise for the Lead Product Manager as required
• Carry out any other tasks as directed by the Lead Product Manager