Service Designer

Work with our customers/users to:

• Develop designs together with service managers and senior managers
• Take responsibility across complex services

The Senior Service Designer will help embed good practice within teams, make key decisions based on research and understand how this research impacts others.

• To map end to end services in line with user needs and business requirements
• Redesign services and/or embed new services focussing on ‘What matters to our customer’
• Share understanding of approach to service design and maturity and how this supports the Scottish Government approach.
• Support the Service Design community of practice (CoP) with other internal and external colleagues
• Work closely with Lead and Senior Service Designers to establish and foster a Service Design culture

Responsibilities

Collaboration and Partnering:
• Able to listen to the needs of the technical and business stakeholders and interpret between them.
• Able to manage stakeholders’ expectations and be flexible.
• Capable of proactive and reactive communication.
• Facilitates difficult discussions within the team or with diverse senior stakeholders

Leading and Communicating/Building Capability for All:
• Works with higher impact or more complex risks.
• Builds consensus between services or independent stakeholders.
• Leads others to make good design decisions mentoring others, through pairing & role modelling.
• Shares best practice and can coach others.

Thinking Wider:
• Can identify and understand constraints across the business or service and is able to communicate these and work within them.
• Able to challenge the validity of constraints ensuring RoS standards are being met.
• Providing direction on which tools and methods to use by using experience to meet the needs of users across a variety of channels.

Analysis and Making Effective Decisions:
• Able to make decisions characterised by medium levels of risk and complexity and recommend decisions as risk and complexity increase, building consensus between services or independent stakeholders.
• Able to identify problems or issues in the team dynamic and rectify them.
• Engages in varying types of feedback choosing the right type at the appropriate time and ensuring discussions and decisions are actioned as appropriate.
• Able to understand and utilise both quantitative and qualitative data in service designs projects

Delivering a Quality Service:
• Visualising and implementing strategic service design end to end, applying different risk methodologies in proportion to the risk in question, with the ability to apply a digital understanding to their work and to identify and implement solutions for assisted digital.
• Able to help teams to manage and visualise outcomes, prioritise work and work to agreed minimum viable product (MVP) scope.

Technical Experience:
• Experience of undertaking user research