Service Designer – Senior Consultant

As we continue to grow, we are looking to hire permanent Service Designers.

You will have experience of working collaboratively in multi-disciplinary agile teams, be familiar with GDS methodology and standards, a good communicator and skilled in using a range of tools and approaches.

Some key responsibilities

• Delivery of high-quality design assets that articulate customer insights, journeys and experiences.
• Collaborate with team members on delivering quality, asking critical questions and sharing thoughts, ideas and reservations openly.
• Communicate complex information by using visual methods and storytelling that is engaging for audiences.
• Identify and promote opportunities for process improvements, experiment with ideas and review outcomes to deliver the best possible solutions.
• Support and/or lead the development and delivery of client and internal communications (written, spoken or visual).
• Design and present ideas and concepts that meet the brief.
• Build deep knowledge and understanding of service spaces. Understand the wider landscape and where a product or service sits within it. Facilitate service review workshops.
• Apply an understanding of client needs to identify critical outcomes, barriers to success and changes in expectations or scope.
• Unify team and service vision(s). Work with the service teams and stakeholders to define mission(s), goals and objectives.
• Working with teams to define and refine KPIs and metrics for services.

Typical projects

You will work on a range of high-profile digital transformation projects, which could be in a range of sectors including education, training, social care or the criminal justice system. Examples of the projects you could be working on include developing new services to:

• Enable people in prison to receive sensitive legal correspondence securely.
• Help local authorities carry on skills assessments on social workers.
• Share sensitive information about children between multiple agencies.
• Support teachers with their professional development.
• Support vulnerable families.

As a service designer, there may be opportunities to get exposure to different phases of a projects at different points. For example:

Pre-Discovery – helping teams evidence the need for a product or service discovery

Discovery – helping teams understand the problem space, work collaboratively with a team and identify business & service users to generate measurable opportunities for change.

Alpha – Working with a team to test hypotheses. Ensure the service user needs and business requirements are met. Work with a team to test the riskiest assumptions/how they have tested this through their design deliverables.

Beta – Working with a team to support iterations in the new service. Seek opportunities to connect the service to the wider service landscape. Helping teams scale up.

Portfolio Strategy – Take a holistic view across the service area and find out where opportunities exist for improvement.