Senior Service Designer

Service Designers are part of HMPO’s Business & Service Design team.

As HMPO is in the midst of a significant period of transformation, you will have the opportunity to be at the forefront of important and meaningful change that touches the lives of millions of people in the UK and overseas.

You will need to work confidently between the high-level, big picture of transformation, and the detail of day-to-day problem solving and implementation, bringing to life how they are linked, and providing the narrative that pulls together different parts of the business for a coordinated and coherent design approach.

You are someone who is passionate about the improvement of services to better meet user needs and deliver well-defined outcomes in line with our organisation’s strategy. With opportunities to work across existing government boundaries, this passion will be used to advocate for and develop services that are more human-centred and create measurable value for the public and the organisations delivering them.

You will have the ability to define a problem and work at pace to deliver an agreed solution, helping to shape a design-led approach for the organisation and taking advantage of flat management structures.

You will be a hardworking teammate who can engage authoritatively with a wider range of partners and managers, including significant exposure to senior management. Accordingly, you will play an open leadership role in the organisation and you will be required to form constructive relationships at all levels and deliver through others. The post is stretching but we work in a positive team environment and team members find the job rewarding with plenty of opportunities for you to demonstrate the capability to operate at more senior levels.

We are an equal opportunity employer and value diversity and inclusion at Her Majesty’s Passport Office. We are committed to creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.

Responsibilities

As our Senior Service Designer, you will have three key elements to your role:

• Establishing and iterating the end-to-end service design for HMPO in light of the evolving needs of our users and business. This involves:
• Developing and iterating the end-to-end design for passport and civil registration services. Elaborating on strategy to inform and support the delivery of improved service outcomes, in response to user and business needs. Ensuring that such design has buy-in across the organisation and has been approved at relevant governance bodies
• Identifying opportunities to improve the performance or management of existing services, with particular focus on where HMPO can interact more effectively with the services of other departments to improve the experience for the public who rely on us. This requires building effective relationships with key partners across Government and society to achieve this
• Facilitating the creation, maintenance and re-use of service maps and communication tools that reflect this design, to help teams contextualise, understand, scope and explore their work, while aligning effort across multiple teams. Such tools and documentation will illustrate “as-is”, “to-be” and “transitional” views aligned to wider HMPO transformation plans
• Maintaining HMPO’s entries on the cross-Government service directory and seek to leverage that directory to explore cooperation with others
• Working with business architects, operational service managers and digital product teams to ensure that change delivery initiatives collectively deliver the approved service design
• Delivering individual service design projects as part of the Business & Service Design team’s work programme. This involves:
• Defining the scope and approach for individual pieces of service design work and incorporating this into the wider plans of the Business & Service Design team
• Creating compelling, evidence-based propositions and solutions that draw on and balance multiple inputs, such as policy, customer insight, user research, operational performance measures, fraud intelligence and organisational strategy.. Work with colleagues across HMPO as well as the Home Office and other departments to achieve this
• Detailing and documenting service design propositions that demonstrate how user and business needs link to the target customer journey and business process flow, and highlight the business and technical design impacts that arise
• Testing hypotheses through prototyping and trials, working with business and technical architects, service managers, insight managers and user researchers
• Seeking approval for the proposed service design from relative governance bodies and communicating the agreed design solution to colleagues to support them in delivering and operating the solution successfully.
• Developing effective relationships and ways of working with internal and external partners that support ongoing effective design of HMPO services. This involves:
• Improving the efficiency of the design process and the consistency of our live services by developing and deploying reusable service patterns, standards and tools
• Raising awareness of what good services and good service design looks like across the HMPO, Home Office and the wider DDAT and Project Delivery communities, by sharing valuable case studies, insight and experience that others can learn from
• Advocating and appropriately balancing the needs of users, providers and government when making design decisions
• Co-ordinating and coaching multidisciplinary teams to help them successfully design, deliver and operate good services, embedding user-centred design thinking in their ways of working
• Leading our relationship with the Home Office Service Design team and others to ensure alignment of the design of our services to wider Home Office and HMG service designs and associated standards
• Working with other disciplines and government departments to promote HMPO’s design-led approach and support its collaboration with the rest of government

Note: An employee may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.