Service Designer

The DWP Digital Collaboration and Communication services team are responsible for the technology which enables our 100,00 staff to connect, share and work together to deliver for the 22 million citizen we serve. Using Microsoft O365 and other SaaS services we are delivering technology that is helping to drive new ways of working across DWP, helping to improve collaboration, engagement and productivity. Our team work across an ecosystem of products, bringing together technical knowledge and user needs to create blueprints and journeys that deliver successful service outcomes.

We recognise that service design requires the ability to understand user needs and business or policy goals to support strategy and decision making. In addition, it is the visualisation of whole services, both end to end and front to back, across business areas or departments in order to reduce or remove issues and problems.

To do great service design there needs to be representation for user-centred design even where it’s not present but should be, we make it our job to make that happen.
We provide useful guidance, tools and patterns and make them available across services and teams to solve recurring problems for users.
And that’s why we need you.

Responsibilities

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

• Understand user needs and assists in scoping and designing services that meet them and collaborates with multidisciplinary teams to understand user behaviour and feedback
• Support the analysis of research findings, data, insight gathering, critical thinking and concept generation
• Aware of qualitative and quantitative research methods to service user needs and work with researchers to conduct studies
• Plan and facilitate workshops to drive actionable outcomes
• Understand as-is service design and identify improvement opportunities
• Analyse pain points within services and build 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 real users to encourage collaboration and iterative processes
• Manage stakeholder needs across different areas
• Collaborate with multidisciplinary teams to understand user behaviour and feedback
• Contribute to building an open and collaborative culture within the department and design community
• Analyse and identify cost saving opportunities whilst implementing best practice service design
• Own and create high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints

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

• Working Together
• Leadership
• Communicating and Influencing
• Changing and Improving

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

• Understanding Constraints

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

Salary Information

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

Our total offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.