Service Designer

This role will be part of a brand new department, which is bringing together skills in data analysis, visualisation, service and product design to deliver the FCA’s Digital Unified Intelligence Environment. This department will work widely across the FCA to ensure that the data and intelligence we create and acquire is turned into actionable insight for the organisation. It will have a unique perspective across the breadth of the FCA’s regulatory activities, and is at the heart of delivering our data strategy.

What does the role involve? What are the key responsibilities?  

The Service Designer works within a multi-disciplinary digital product team (squad) aimed at delivering assignments supporting the development of the FCA’s Digital Unified Intelligence Environment (DUIE). They will take responsibility for planning, visualising and defining new user and service experiences, and designing the end-to-end journey of a service to help our users complete their goal.

• Planning and managing design research activities collaboratively with the development team.

• Planning and executing the creation of system mapping, customer journeys, service blueprints and service specifications.

• Planning and executing co-creation workshops with stakeholders to propose the most viable solution for a given problem.

• Analysing research data to understand user needs.

• Working closely with researchers, visual and user experience designers contributing to the improvement of the design quality and final user experience.

• Designing service improvements through root cause analysis of service failure, understanding the existing supporting system of a service, and designing targeted improvements to that system to accommodate the new service – both digital and process based.

• Create and rapidly iterate service prototypes.

• Identify and design new cross-FCA service patterns and standards.

• Work collaboratively with project stakeholders, business subject matter experts, suppliers, and product groups to deliver the project outcomes to the highest possible standards in a hybrid working environment. Use this close engagement to proactively identify opportunities which add value for the whole team.

• Collaborating with user researchers and business analysts to champion user research and service design.

Which minimum, essential & desirable skills are required?

We’re a signatory to the Government’s Disability Confident scheme. This means that we will offer an interview to disabled candidates entering under the scheme, should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme.

Minimum 

• Has held a role(s) as “Service Designer” or a related design discipline.

• Substantial experience in working in project/programme environments involving business & IT change.

• Design experience within any of the following types of organisations/sectors: financial services, government/regulatory body, technology, consultancy (ideally IT consultancy).

Essential

• Vast knowledge of methods for framing and mapping the problem, extracting insights, and helping stakeholders co-create a solution, such as: CSD Matrix, Affinity Mapping, Personas, Jobs to Be Done, What if. Shows pragmatism in being able to select and adapt the right approach for the right situation.

• Experience of user-centred design processes in an enterprise context.

• Ability to facilitate workshops, set design sprints and hold seminars and training sessions for internal and external colleagues.

• Ability to prototype in HTML.

• Experience of working within multi-disciplinary Agile teams to deliver digital products.

• Experience of working with user researchers and interpreting user research.

• Can quickly develop domain knowledge to engage with stakeholders effectively and credibly on the problem statement.

• Delivers quality outputs at pace in both structured, and fluid/challenging project environments.

• Effective stakeholder management skills. Builds strong engagement with SMEs, and establishes good relationships with business sponsors, service stakeholders, and supplier delivery teams.

• Accomplished problem-solver who constructively challenges the status quo, keeps an open mind, and can develop innovative solutions.

• Skilled at leveraging excellent written and oral communication skills to communicate effectively with stakeholders and explain ideas in a way that other people understand.

Desirable

• Experience of conducting visual and UX design work.

• Experience of conducting user research.

• Business acumen in either financial services or financial regulation.

• Experience in Business Architecture and wider business design functions.

• Ability to use systems thinking to frame and understand problems.

• Experience of introducing digital design tools – such as Sketch App, Figma, Adobe XD, or InVision – to an organisation.