Senior Service Designer

At the Rosa Service Organisation you will:

• Engage with User Researchers, Product Managers, Business Analysts and Service Team Managers to plan, visualise and define new user and service processes, by exploiting a range of service design methodologies.

• Develop and own the service design templates and process maps for your products.

• Manage the service design throughout our product lifecycle, from initial assessment in Discovery, to increasingly matured iterations in Beta and Live.

• Continually assess the requirements for and performance of service designs to inform the definition of new processes and improvements to existing ones.

• Support Product Managers, Delivery Managers and Service Transition Managers to get products approved at our “fit for purpose” assessments, change management meetings and “fit for use” assessments.

• Define service management information and performance metrics and analyse this information in order to present it to colleagues and senior management.
• Produce high level support documentation and training materials to make it easy for your colleagues to understand how to adopt your service designs.
• Work alongside our Product Managers and other Service Designers to further develop our Service Design process, standard and templates, and help inculcate these in the wider organisation
• Be involved in hiring Service Designers and contractors.
• Line manage and mentor Service Designers and handle issues relating to the performance and conduct of staff in line with UK Civil Service values.

We will use the essential and desirable skills and experience to help evaluate technical competence.

You must have:

• Worked in a digital service design setting, negotiating design briefs, leading service design activities, and delivering service outcomes based on user and business needs.
• Selected and run service design activities (data gathering, workshops, analysis and synthesis, prototyping, user journeys and service flows) for different lifecycle phases and situations.
• Used insights from data and research to effectively communicate design approaches within a multidisciplinary team.
• Communicated complex processes in clear written and graphical formats, including using visualization tools, e.g. Microsoft Visio.

You will ideally have:

• Worked in an environment that is developing many products at once with limited resources, and where your work fits into a larger programme or portfolio.
• Supported team members to understand service design and its value in delivering fit for purpose and fit for use services.
• Understood the Government Service Standard and Service Manual.
• Used agile or lean ways of working and tools for managing epics, user stories and tasks, e.g., Jira, Confluence.

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

• Changing and Improving
• Communicating and Influencing
• Managing a Quality Service

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

• We’ll assess you against these DDaT aligned technical skills for a Senior Service Designer during the selection process: Evidence and Context Based Design
• Experience of Working within Constraints
• User Focus