Service Designer

We have an interesting opportunity for a motivated IT professional to join us at the MCA as part of our IT Architecture & Design function as a Service Designer.

The Service Designer will develop and improve public and internal services by designing the end-to-end journey of a service in line with business needs and government standards.  You will champion service improvement and transformation across the whole of the organisation, developing a thorough understanding of customers’ needs and expectations and working with service owners to support and ensure that those needs are met through transformation of legacy technologies and implementation of innovative new solutions.

Supplier engagement is key within this role and the Service Designer will manage the relationship between the business and suppliers to assure standards and successfully delivery.  You will also enjoy collaborating with senior stakeholders across MCA functions such as HM Coastguard as well as other government bodies such as the Cabinet Office.

This position will offer the successful candidate a varied and exciting role which enables the MCA to deliver world-class services.  You will be exposed to a breadth of interesting projects right across the business and will support on the digitisation strategy acting as the resident accessibility expert.  You will contribute to the MCA’s goal of Safer lives, Safer ships, Cleaner seas making a tangible difference on a daily basis.

This role will be based in the Southampton HQ.  MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work. Details of the arrangement will be discussed further with your line manager.

There may be an opportunity for travel on official duty, which may involve overnight stays away from home.

Responsibilities include but are not limited to:

• Developing a deep understanding of MCA’s internal and external users, their needs and goals.

• Leading end-to-end design and owning all related service design artefacts such as service blueprints and customer journeys, designing collaboratively and in the open.

• Guiding and influencing stakeholders to ensure that user needs are at the forefront of our work while challenging old assumptions, building consensus and supporting the agency to do better and deliver better services.

• Taking a holistic approach to ensure that IT services are designed that align to strategy and business rules as well as following Government Digital Service (GDS) standards and accessibility legislature.

For an in-depth insight into the role, please refer to the Role Profile attached to this advert.

About You

We would love to be joined by a passionate individual with a background in user-centred design and service design.  You apply an agile mindset to all aspects of your work and are able to thrive in a fast-paced, evolving environment.

Inquisitive in nature, you take an interest in and challenge ways of working, taking time to question and explore new things.

Establishing a collaborative environment is important to you and you are able to build robust working relationships, establishing yourself as a trusted advisor.  You are a confident and clear communicator able to influence, guide and challenge stakeholders to continuously improve services and achieve fit for purpose outputs.

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

• Changing and Improving
• Communicating and Influencing
• Seeing the Big Picture

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

• DDaT Profession Capability Framework: Service Designer – Digital perspective (working)
• DDaT Profession Capability Framework: Service Designer – Evidence- and context-based design (practitioner)
• DDaT Profession Capability Framework: Service Designer – User focus (practitioner)