Government

Senior Service Designer

Archived
Full Time

UK Home Office

We’re looking for a skilled and experienced Senior Service Designer who is motivated to support and protect our communities by delivering better services to people living in the UK and beyond.

Our teams work on projects that have a major impact on some of our country’s most critical systems and services. These projects often support major life events such as being born, getting married, or visiting another country. We also support more complex issues like exploring how the police can better protect vulnerable members of our community, or how refugees can be better supported to rebuild their lives.

As a Senior Service Designer, you’ll be passionate about delivering simple, accessible, and satisfying services, taking a leading role on projects to shape the approach and guide delivery. You are able to work at pace as part of a multi-disciplinary team and are comfortable working across several smaller services or on one larger programme of work. You’ll be skilled at designing for both the front stage and behind the scenes and use data to inform your design decisions and measure service outcomes.

This role is within the Enablers Portfolio Team where you’ll be supporting agile and user-centred design projects. You’ll work closely with User Researchers, Interaction Designers and Content Designers to help ensure that users are embedded at the heart of all our services and transform how the organisation works.
You’ll also look after junior staff through line management, mentoring, or training, as well as participating in recruitment activities.

Your designs will inform policy, proposition, services and products, to create digital services that work well for users and achieve their policy intent. We embrace the complex and have a fantastic community of designers who are united by their desire to make a positive impact.

Recruitment and Retention Allowance

This post is eligible for a DDaT Recruitment and Retention Allowance (RRA). Successful candidates with exceptional skills and experience may apply for a RRA up to a maximum of £9950. This allowance is subject to an initial review within 6 months of taking up the post and thereafter an annual review in line with departmental priorities. Please note that the amount of RRA could be reduced or withdrawn at any time.

Responsibilities

Your main day to day responsibilities will be (but not limited to):

• Lead service design work on projects and ensure that delivery teams are taking a user-centred, evidence-based approach.

• Create compelling service solutions by identifying opportunities to improve the performance or management of existing services, and drawing on findings from user research, data patterns, policy and operational intent and technical architecture.

• Engage with senior stakeholders, presenting project findings and related recommendations to senior decision makers across government.

• Rapidly create sketches, diagrams and lo-fi prototypes to share and test ideas.

• Coach and co-ordinate multidisciplinary teams to help them successfully design good services.

• Raise awareness of what good service design looks like by sharing valuable case studies, methods, tools, artefacts and standards across the Home Office and to the wider community.

You will also be expected to carry out the following day to day activities:

• Present project findings and related recommendations to senior decision makers across government.

• Identify and raise any blockers to design activities to the leadership team.

Essential Criteria

You will have a demonstrable passion for user-centred design, with the following skills or strong experience in:

• Analysing complex systems and services, to identify opportunities for cost reduction and improvement.

• Designing and implementing services across people, process, and technology, front stage and back stage to ensure that user needs and target outcomes are being met.

• Structuring and managing the design process, framing problems and identifying measurable target outcomes to minimise ambiguity and align effort.

• Effectively communicating complex information and ideas through diagrams, visualisations and written narratives.

• Engaging with stakeholders at all levels, advocating for user centred ways of working and managing expectations as needed.

• Considering the needs of diverse audiences to design accessible and inclusive services.

The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills required for your role:

Strategy and Architecture

• Information Strategy
o Strategic Planning (ITSP) – level 4
• Technical Strategy and Planning
o Emerging Technology Monitoring (EMRG) – level 3

Development and Implementation

• Systems Development
o Information Content Authoring (INCA) – level 3
o Prototyping – level 4
• User Experience
o User Experience Design (HCEV) – level 4
o Interaction Design – level 3
o Inclusion – level 3
o User research (URCH) – level 4

Relationships and Engagement

• Stakeholder Management
o Relationship Management (RLMT) – level 4

Desirable Criteria

Ideally you will also have the following skills or some experience in:

• Working in an agile development environment, creating new digital services as part of a multidisciplinary team.

• Working autonomously, while managing multiple deadlines and responding to changing priorities.

• Engaging colleagues who are less familiar with user-centred design.

• Familiarity with the Government Service Standard.

• Line managing, coaching and mentoring to develop skills of team members.

Desirable but not essential: a degree in design or related field, and/or relevant industry experience.

Location
Kilsby, England
Type
Full Time
Industry
Government
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