Senior Service Designer

• understand and design how services work within a wider system and organisational context
• coordinate and facilitate shared understanding, working closely with teams and partners to scale, implement and manage change
• read organisational culture to spot potential barriers for change
• articulate and visualise a future service offering based on the needs of users, organisations and society
• prototype all forms of intervention, policy and delivery models
• bring ideas to life to validate learnings and test assumptions with organisations and users
• lead implementation rollouts, supporting the client and managing risk throughout, from building capability to detailing touchpoints, both digital and physical
• work closely with a multidisciplinary team to make sure all project work is delivered on time and budget

You’ll have at least four years of experience working across multiple service areas to improve their offer, both internal and external. You’ll also have proven experience in:

• user-centred design and agile ways of working, working through the entire design process, from user research to creating, testing and rolling out new solutions
• navigating the complexities of public services and/or regulated industries, understanding the systems they’re part of in order to affect change
• identifying areas of opportunity for service innovation and how to design for them, having an inclusive approach, involving at-risk and hard to reach groups
• designing and leading service prototyping, from participant recruitment to creating and evaluating new or improved touchpoints

Desirable skills and experience:

• history of working in an agency
• history of working in Central Government on Alpha, Beta and Live projects following the GDS service standard
• history of working with participatory and community-led design, identifying and mitigating power dynamics and bias in the design process and building long term capabilities in communities and design process participants

• a confident communicator, you can explain insights, design decisions and ideas in a way that other people understand
• an hypothesis driven designer, confident in framing assumptions to move along the design process quickly, building on what we know as a team and what was done previously
• a thoughtful contributor, you provide proactive challenge and support as part of design reviews, sharing specialist knowledge and contributing to FutureGov’s and our clients’ best working practices
• a relatable coach, interested and increasingly capable of coaching others to progress drawing from your own experience and knowledge
• passionate about digital