Senior Service Designer

HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. We’re one of the country’s largest employers, with around 65,000 people working across the UK.?

We are bringing service design to the employee experience in Human Resources so it’s an exciting time to join our newly formed team. You will be leading the service design approach working as part of a team to improve the employee experience and enable us to achieve our strategic ambition of making HMRC a ‘Great Place to Work’.?

Through the vision of a 5-year HR process and tech roadmap, we have ambitious plans to transform HR services with simpler processes and intuitive digital systems. This will enable colleagues in HMRC to have a straightforward and effortless experience when managing their working lives.

This post is full time however applicants who wish to work alternative working patterns are welcome to apply. The preferred working pattern may or may not be available, the agreement will be subject to business need, and any request to work an alternative working pattern should be made prior to your acceptance of the provisional offer. This is a role rich in opportunity and challenge for a service designer who is passionate about improving the employee experience in HMRC and how we deliver HR as a service. You’ll join the team at a time of considerable transformational change.

We Are Looking For Someone To Join a Multi-disciplined Team Where You Will Be

As a Senior Service Designer, you will have proven experience on large-scale and complex projects, you will be able to put users’ needs at the heart of your work and make people’s interactions with HR as simple and quick as possible.

• developing an understanding of policy and organizational intents as well as a clear understanding of user needs in a given service

context

• providing user-centered design leadership for collaborative teams to develop a vision of future opportunities for employee experience

and HR services to meet user needs

• helping to plan user research and collaboratively analyzing and synthesizing the results of user research, insight, and data
• analyzing failure within existing services, identifying root causes for that failure, and creating recommendations to address that

failure

• identifying future service propositions that solve problems for our users and government, and communicating the rationale and

potential
benefits of those propositions

• mapping current service journeys and creating blueprints for improved and/or new services
• leading teams and stakeholders to develop service propositions into designs, making good design decisions, including the

identification of
risks and mitigation

• understanding the existing support system for a service – both digital and process-based – and designing targeted improvements to

existing
services or to accommodate new services

• leading the development of collaborative relationships with stakeholders across teams and service domains
• mentoring and coaching within the design community, line managing more junior designers, and participating in HMRC’s design

profession
and cross-government design and policy communities

• designing whole services to reduce operational cost and make things easier and simpler for users and improve the employee

Experience

Who are we looking for?

We are using the Civil Service Success Profiles in our recruitment. This means for each role we advertise we consider what you will need to demonstrate in order to be successful. For this role, we will be using Experience, Technical, and Behaviours.

Essential Experience And Technical Skills For This Role Are

• Significant experience designing services that meet user needs and are delivered through integrated digital products and/or non-digital services; you will need to show evidence of this as part of your application, by including links to service design portfolio/examples in your personal statement.
• Experience using design in the development of strategy, including the evaluation of strategies and policies to ensure that user needs and business requirements are being met.
• Significant experience planning service design project engagements, including developing high-level project plans for design activity.
• Significant experience planning and running workshops with stakeholders, end-users and/or front-line service providers
• Significant experience leading the analysis and synthesis of outputs from workshops and other research/design activities, for instance, user journeys and service flows.
• Significant experience preparing and communicating research and design outputs, for example, service maps/blueprints and design

presentations

• A solid understanding of user research practice, experience in using metrics and user feedback to define/refine services and the

ability to work collaboratively with user researchers and interpret research findings.

• Significant experience using a variety of methods for prototyping and iterating products and/or services, including the end to end service context.
• An understanding of new and emerging technologies and a basic understanding of digital delivery platforms and digital prototyping approaches
• Experience working collaboratively and effectively with multidisciplinary teams at pace.

These Areas Of Experience Are Desirable

• working with the Service Manual and/or GOV.UK standards and working practices
• experience working in agile teams
• designing within a policy context
• previous experience of designing services which enhance the employee experience within an organization

The Following Behaviours Are Essential

• Communicating and influencing, in particular the ability to clearly and persuasively communicate the benefits of user-centered design, design concepts, and the evidence underpinning decisions.
• Seeing the big picture: for instance, developing and maintaining an understanding of economic, social, political, environmental and

technological developments to ensure the activity is relevant, bringing together views, perspectives, and diverse needs of stakeholders
and users to gain a broader understanding of the issues surrounding policies and activities

We Are Also Particularly Looking For Strengths In These Areas Within The DDaT Framework For Senior Service Designer

This role is within the Digital, Data, and Technology (DDaT) framework.

• Evidence and context-based design
• Strategic Thinking
• User Focus

We’ll assess you against these behaviors during the selection process:

• • Communicating and Influencing
  • Seeing the Big Picture

We’ll assess you against these technical skills during the selection process:

• User-centered analysis
• Ideation and innovation
• Understanding constraints

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension