Service Designer

About the Role

As a Service Designer in our Digital Workplace area your work will contribute towards the strategic design vision by supporting the team to answer the question of “What will the Digital Workplace look like for users in the future?”

Your skills and service design methods will be used to support users in journeys that cover everything from their physical workspace to the devices and software they use on a day-to-day basis and how these experiences can be made better by designing based on user needs.

You will be comfortable defining problems and hypotheses from research insights, and facilitating workshops with service and product teams. You will be comfortable in ensuring design consistency across a range of service and product areas, and work with stakeholders to design new Digital Workplace services making sure that user needs are always fully considered in future technology decisions.

You are able to work independently and are comfortable using service design methods, communicating with stakeholders, understanding and using design patterns in order for effective decision making to take place across your product or service. You are able to share your work openly and communicating effectively in meetups and across business areas.

Responsibilities

The roles and responsibilities for this position include, but are not restricted to:

• Understand user needs and assist in scoping and designing digital workplace experiences including products, services and strategic scenarios that meet them and collaborate with multidisciplinary teams to understand user behaviour and feedback
• Support the analysis of research findings, data, insight gathering, critical thinking, design problems and concept generation
• Plan and facilitate workshops to drive actionable outcomes
• Understand as-is service design and identify improvement opportunities
• Analyse pain points within products and services and design solutions that fulfil user needs and business outcomes
• Articulate the insights and stories around the strategy and concepts being designed
• Use prototyping methods to communicate ideas and concepts with colleagues to encourage collaboration, co-design and iterative processes
• Manage stakeholder needs across digital workplace products, both off-the-shelf packages and bespoke
• Collaborate with multidisciplinary teams to understand user behaviour and feedback
• Contribute to building an open and collaborative culture within the department and design community
• Own and create high quality service design deliverables, experience maps, insights packs, user flow maps, and service blueprints

Essential criteria

A strong candidate will be able to demonstrate the essential criteria listed below:

• An understanding of user needs and design services that meet them and collaboration with multidisciplinary teams to understand user behaviour and feedback.
• Demonstration of good working knowledge of service design in practice.
• Analysing research findings, data, insight gathering, critical thinking, cost saving opportunities and concept generation.
• Having a strong awareness of qualitative and quantitative research methods to service user needs and work with researchers to conduct these studies.
• Planning and facilitating workshops to drive actionable outcomes.
• Aligning and supporting communications with product owners and policy colleagues to define the customer journey and articulating the vision for products and services.
• Understanding as-is service design and identifying improvement opportunities.
• Analysing pain points within services and build design solutions that fulfil user needs and business outcomes.
• Technical proficiency in prototyping and User centred analysis.

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

• Seeing the Big Picture
• Leadership
• Working Together
• Communicating and Influencing

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

• User centre-analysis

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
• An employer pension contribution of up to 27%
• A generous annual leave allowance
• Flexible working arrangements

Salary information

The salary for this role is from £35,310 to £40,666.