Senior Service Designer

As a Senior Service Designer, your job will be to design and lead on accessible public and internal services that are simple enough for everyone to use. You will be excited by the challenge of understanding user needs and policy goals to support strategy and decision making, and experienced at visualising whole services – both end to end and front to back, across business areas and government departments, in order to reduce or remove issues and problems.

You will work in a multidisciplinary team, alongside user researchers, interaction designers, business analysts, content designers, product owners, delivery managers and developers to deliver world-class, user-centred services that help the government transform the way it delivers services so that they are more efficient, simpler, faster and easier to use.

The Projects

Waste Tracking

Creating a better way of moving waste and a clearer understanding of where it comes from, where it’s going, and how it’s dealt with will help government and industry make faster and better decisions about our waste.

The Collection & Packaging Reforms Programme

The programme is made up of 3 different reforms:
• Extended Producer Responsibility (EPR) Producers pay for the handling of packaging waste they place on the market, with a goal of reducing the amount of packaging used and increasing the use of more easily-recycled packaging
• Deposit Return Scheme (DRS) Reduce the amount of drinks containers which end up in landfill by charging a refundable deposit that encourages more consumers to recycle drinks containers
• Consistency – Make waste collections across England more consistent in the recycling collected, with a goal of increasing the recycling rates of household and non-household waste

Future Farming

Farming affects every one of us, from the food that we eat to the countryside we spend time in, and it’s a sector that’s going through a once in a generation change as a result of the UK’s departure from the European Union. As the sector moves away from the EU’s Common Agriculture Policy towards a wholly new approach for the agricultural industry, Defra are responsible for plotting the future and delivering one of the biggest industry changes anywhere across Government.

Responsibilities

A Senior Service Designer will:

• Align and lead communication with service managers, product owners and policy colleagues to define user journeys and articulate the vision for products and services

• Identify opportunities for service improvement and cost reduction and improvement within existing services

• Understand user needs and track interactions across departmental and organisational boundaries

• Create as-is user journeys, highlighting pain points, dependencies, areas for improvements and hypothesis to test

• Design the interactions and building blocks that make up the service

• Create service prototypes to test ideas and assumptions

• Influence performance reporting so we measure and target improvements to things that matter to users

• Lead on ensuring that interactions and user journeys across a service are rational and consistent

• Train and mentor other designers

• Act as an authority on service design, actively contribute to the design community within Defra and across government

Skills and Experience

The right person will have a demonstrable passion for user-centred design, with:

• Experience of understanding user needs and designing services that support those needs

• Experience of analysing pain points within services and communicating and sharing design solutions that fulfil user needs and business outcomes

• Experience of working with research and business analysis to inform design decisions

• Experience of leading workshops and collaborating with senior stakeholders

• Evidence of driving awareness of service performance and improvement needs which have resulted in successful service outcomes

• Experience designing digital and non-digital services which are accessible, usable, and based on user needs

• A design-related degree or relevant experience of working in a user centered design role