Service Designer

The Job:

In this role, you will have to opportunity to work with two best in class digital services of national and historical importance, which combined attract 30m visitors per annum. Your work may involve the creation of, or change to, services, transactions, products and content across both digital and offline channels.

As a Service Designer you will be an experienced designer who works with minimal support and can influence and mentor others. You:

• will work with the product owner and stakeholders to develop design concepts

• will have responsibility across complex services

• will help set direction and embed good practice within existing teams

• will make important decisions based on research and understand how this research impacts others

You will have access to a research team, a UX designer, product owner, marketing executive and a full stack development team to bring service developments to fruition. In addition, there is support from a Data Engineering team and a business team, who will support the research and marketing activity that underpins the service design process.

You will work closely with all key stakeholders to improve existing and bring new services to market. You will also serve as the internal and external evangelist for the product.

The Experience:

Agile working

You know about agile methodology and can apply an agile mindset to all aspects of your work. You can identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes. You know how to help the team to decide the best approach. You can help teams to manage and visualise outcomes, prioritise work and work to agreed minimum viable product (MVP), print and scope.

Communication skills

You can listen to the needs of technical and business stakeholders, and interpret them in a way that is clear for both audiences. You know how to manage stakeholder expectations. You can be flexible and you are capable of proactive and reactive communication. You know how to facilitate difficult discussions within the team or with diverse senior stakeholders.

Community collaboration

You know how to work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You know how to give and receive constructive feedback, facilitating the feedback loop. You can facilitate conflict resolution within teams, ensure the team is transparent and that the work is understood externally. You can pull out issues through agile health-checks with the team to provoke the right responses.

Digital perspective

You have the ability to apply a digital understanding to your work. You can make informed decisions based on user needs, available technology and value for money. You can identify and implement solutions for assisted digital.

Evidence- and context-based design

You can visualise, articulate and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence. You know how to move from analysis to synthesis and/or design intent. Such skills include: demonstration of the ability to apply logical thinking, gathering and analysing information and evidencing key performance indicators (KPIs).

Experience of working within constraints

You can identify constraints and can communicate about these and work within them. You know how to challenge the validity of constraints. You can ensure standards are being met.

Facilitating decisions and risks

You can make and guide effective decisions, explaining clearly how the decision has been reached. You have the ability to understand technical complexity and risks, run collaborative design activities, influence others and build consensus.

Leadership and guidance

You can interpret vision to lead on decisions for low/medium levels of risk and complexity and recommend decisions as risk and complexity increase. You can create a collaborative environment and sustain a good service. You can understand and resolve technical disputes across varying levels of complexity and risk. You can solve issues and unblock problems. You know how to drive teams and set the pace, ensuring teams are delivering. You can build consensus between services or independent stakeholders. You can identify problems or issues in the team dynamic and rectify them.

Prototyping in code

Is desirable but not essential to create static HTML and CSS prototypes, but you don’t need to make production-ready code. It is desirable that you know how to code for different screen sizes. You can version and host a prototype. You know how to talk to developers and know when to switch code. You understand security, accessibility and version control.

Prototyping

You are experienced in using a variety of methods of prototyping. You can apply technical knowledge and experience to create or design workable prototypes, both programs and physical outputs. You understand parameters, restrictions and synergies.

Strategic thinking

You can take an overall perspective on business issues, events, activities and discuss their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities.

User focus

You understand users and can identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You put users first and can manage competing priorities.