Senior Service Designer

• Provide service design leadership and direction and contribute more widely to the future of service design across government
• Work closely with other government departments for a cohesive approach to service design as well as to design services that need to work across departments where necessary
• Prioritise understanding the needs and actual behaviour of users and help teams use this insight to underpin and drive the work they do
• Assess performance of services and teams against digital by default standards
• Help others 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
• Know how to design accessible digital services and help others to do so
• Analyse demand and failure within a service, identify root causes for that failure, frame problems, identify desired outcomes and key measures – and facilitate others to do so
• Lead discussions at a senior departmental level and successfully negotiate change (e.g. operational, organisational, policy, financial or technology) to support the delivery of better services
• Mentor and coach individuals, service teams and other parts of the organisation, run training and workshops to facilitate learning.

Key Criteria

Responsibilities

Essential

• Be an experienced service designer with a strong user centred design practitioner background, skilled in designing good services
• Work with the teams and stakeholders to capture the entire perspective of your service and set the vision
• Have experience and evidence of designing or re-designing services to be more effective or efficient
• Have good knowledge of digital approaches and technology to understand how services can work better
• Able to prototype services or parts of them, facilitate groups of people to contribute effectively to re-design them
• Able to create diagrams and sketches that clearly communicate users’ journeys, interactions and other behaviours through services
• Able to communicate clear rationale and evidence base for proposals or design decisions
• Be open to constructive criticism and be able to constructively review the work of others
• Able to work effectively with and influence a wide range of stakeholders
• Have experience in helping others by expanding their knowledge to lead organisational change
• Be experienced with user centred design in an agile environment as well as how to use hypotheses in design, make evidence-based design decisions and facilitate others in an organisation to do so

Desirable

• Design related degree or relevant industry experience
• Be familiar with wider government strategy and its position on digital and design.
• Know how to make services accessible to the greatest range of people and needs
• Be familiar with the government service design manual, service standards and design patterns