Service Designer

This role will involve leading on development of all the digital platforms within Revenue Scotland in line with the corporate plan, and continuing user research.

Service Design plays a crucial role in contributing to our corporate strategic outcomes, and the post-holder will have service design oversight of all digital platforms. Collaborating with multiple stakeholders, the Service Design Manager will lead and oversee the end-to-end user journey of the Scottish Electronic Tax System (SETS) system. You will work across a group of multidisciplinary teams to ensure that the features that are being designed are informed by evidence and put our users first.

Additionally, this role involves managing regular updates and enhancements to the Revenue Scotland website and digital content, as well as improving user feedback through web analytics, feedback mechanisms, and qualitative research methods.

The successful candidate will be tasked with overseeing and improving the entire customer journey. The key is that you have a user mindset when approaching your work: consistently looking at what users need, finding ways to connect what users need and what the business needs to create designs that work and can be delivered.

DDat Professional Role

This post is part of the Scottish Government DDaT profession which aims to attract and retain talent across disciplines. DDaT includes a capability framework consisting of a standard set of job roles. As a member of the profession you will join the professional development system, currently BCS RoleModelplus.

DDaT Role Description

Service designers design the end-to-end journey of a service. This helps a user complete their goal and government deliver a policy intent. In this role, your work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of government.

Main Duties Of This Role

• Advocate for inclusive, collaborative, user centred design practices and embed them into service design and delivery
• Assist the facilitation of co-design with business analyst/project leads, citizens services users, and other stakeholders
• Plan, design and prepare a range of user research activities to support the design, development, and continuous improvement services. This will include choosing the right variety of research approaches (such as surveys, usability interviews, card sorting, quantitative research etc)
• Prototype and validate proposed design solutions using a variety of prototyping tools.
• Make and guide on design decisions based on user needs and communicate how decisions have been reached.
• Take responsibility for content quality and mentor content colleagues
• Write and map user stories
• Review the work of others to assure quality
• Train employees on accessibility standards
• Work with colleagues to action user insights.
• Contribute to DDaT community such as by participating in events and reviewing processes, tools and guidance.
• Other duties as required by the organisation to support wider corporate activities

Competencies

• Improving Performance
• Communications and Engagement
• Analysis and use of evidence
• People Management

Band B Skills For Success Framework

Essential Criteria

1. Experience of developing and delivering digital platforms using a user-centered design approach
2. Experience of designing and delivering user research across a range of approaches
3. Excellent people and communication skills with experience in developing training and guidance
4. The ability to lead on decisions, create a collaborative environment and understand and resolve technical disputes across varying levels of complexity and risk