Senior Service Designer

Provide service design leadership direction and contribute more widely to the future of service design across government

Prioritise understanding the needs and actual behaviour of users and help teams use this insight to underpin and drive the work they do

Mentor colleagues to think through, communicate and help people understand how things could be, using facilitation skills, sketches, scenarios and diagrams such as maps, blueprints and prototypes

Set the direction for future service experiences by developing and landing the overall Service Design strategy, including high-level concepts and robust value propositions

Design accessible digital services, coaching colleagues to develop these skills

Analyse demand and failure within a service, identify root causes for that failure, frame problems, identify desired outcomes and key measures – and provide leadership for others to replicate

Lead discussions at a senior departmental level and successfully coordinate change (e.g. operational, organisational, policy, financial or technology) to support the delivery of better services

Identify and develop service patterns for use across the department

Understand the existing supporting system of a service and design targeted improvements to that system to accommodate the new service – both digital and process based

Develop prototypes using appropriate techniques and methods, and iterate them in response to fast user feedback

As a Service Designer, the role involves working with multidisciplinary teams, alongside researchers, developers, data analysts, policy experts and others to deliver good, user-centred public and behind-the-scenes services.

We work on really important services. Things like reducing workload and stress for teachers, making sure children in care get the best opportunities in life and helping adults get the skills they need for the future economy.

You’ll be working with people who value user research and design and crafting work you feel proud of!

Responsibilities

Essential skills

Strong service designer background, skilled in designing services
Work with teams and stakeholders to bring together the entire perspective of the service and set the vision

Designing or re-designing services to be more effective or efficient
Digital techniques to understand how services can work better

Planning, organising and facilitating events and workshops: bringing together users and stakeholders to frame challenges and propose new solutions

Skilled in prototyping services or service components

Ability to choose and apply appropriate user-centred service design tools and methods (from data gathering, idea and concept generation, prototyping, storytelling and planning) for different design life cycle phases and situations.

Able to communicate clear rationale and evidence base for proposals or design decisions

Be open to constructive feedback and constructively review colleagues work

Able to work creatively with and influence a wide range of stakeholders

Have experience in helping others by growing their knowledge and skills to lead organisational change