Service Designer

HMRC is looking for Senior Service Designers who are passionate about User Centred Design, supporting the work of either our Policy Lab team or our newly formed Enterprise Service Design team.

HMRC’s services are complex, you need to enjoy tricky problems and thinking about how services and policies will interact. With complex services we have a complex user base – millions of people have to use these services, which means a range of different needs and outcomes.

We want people who are curious about who will use a service, how they will interact with it and how something can be improved, testing those improvements through their design work.

Alongside working on a policy or service problem you’ll be a member of a developing service design community; the community provides a safe space to test out design ideas and offer support to other service designers to attain the best possible outcomes.

If this sounds like the sort of thing which excites you, this is the job for you. Watch this video, where we talk about what HMRC does and then how the work we do helps create better services.

Service Design in Policy Lab

As a Service Designer, responsibilities include:

• Providing service design leadership on projects

• Developing a knowledge of policy intents as well as a clear understanding of user needs in a given policy context

• Understanding the existing support system for a service – both digital and process based – and designing targeted improvements to existing services or to accommodate new service

• Analysing failure within existing services and/or identifying potential unintended consequences of policy options, and creating recommendations to address these, particularly through policy approaches

• Mapping current service journeys and designing blueprints for improved and/or new services

• Effectively communicating information and ideas using diagrams, prototypes and written narratives

• Using facilitation skills to develop a common understanding of a policy problem or potential policy options

• Building strong relationships within Policy Lab and Enterprise Service Design teams and with other stakeholders across teams and service domains

Essential Criteria

You will already have experience and understanding of:

• Designing services that meet user needs and are delivered through digital products and/or non-digital services

• User research practice, experience in using metrics and user insight to define/refine services and the ability to work collaboratively with user researchers to scope research and interpret research findings

• Analysis and synthesis of data and research to create user journeys, diagrams and service flows

• Planning and running workshops with stakeholders, end users and/or front-line service providers

• Collaborating with teams and stakeholders to help define the problem that needs to be solved and work through challenges

Desirable Criteria

Ideally you will also have knowledge and experience of:

• Working with the Service Manual and/or GOV.UK standards and working practices

• New and emerging technologies and an understanding of digital delivery platforms and the importance of creating and managing inclusive services

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

• Evidence and context-based design
• Strategic thinking
• User focus