Lead Service Design

We are looking for a Service Design Lead to join the Customer Experience Design team, which sits within the Delivery & Customer Experience Directorate of the Parliamentary Digital Service (PDS).

The Service Design team collaborates with others to design and deliver customer focused services for UK Parliament. The end-to-end services and customer journeys we design, deliver and improve further Parliament’s purpose and enable customers and employees to complete tasks and goals across digital and offline channels.

The Service Design Lead will coach and manage the Service Design profession, champion and embed service design approaches within PDS and deliver large scale and more complex service design work. Alongside delivery, you will act as profession expert for service design in PDS and, working alongside your counterpart in Transforming Digital (Parliament’s digital transformation programme), you will set direction, ways of working, standards and assurance processes for customer focussed service delivery.

To be successful in this role:

• You know how to apply strategic thinking in the design, delivery and improvement of customer focused services, end-to-end. You are experienced in meeting the needs of users across a variety of channels and you can lead the design and implementation of effective services, ensuring customer and employee needs and expectations are considered alongside business goals.

• You can manage and challenge colleagues and stakeholders at all levels, build consensus between diverse professions and teams and facilitate complex discussions. You’re able to make and justify effective decisions in the context of high levels of risk and complexity, and you can guide others in applying risk methodologies.

• You understand the psychology of a team, have strong mediation skills and can solve and unblock issues between teams or departments at all levels. You work successfully within a team upholding the values of equality, diversity and inclusion and you can coach delivery and profession leads on team dynamics and conflict resolution.