Head of Service Design & Insight

We are transforming all our services. The Head of Service Design and Insight will be at the forefront of our transformation. You’ll design and deliver service design and improvement reviews and work closely with our Technology Team to create an exceptional and efficient user experience.

As Head of Service Design and Insight you’ll:

• Deliver the programme of service design and process reviews to drive business efficiency and improve customer experience.
• Implement service design across the organisation ensuring the right conditions and environment for designers to work effectively

• Lead, develop and maintain an effective organisational framework and approach for customer and staff insight.
• Lead on organisational policy.

What you’ll need

You’ll need:

•    Extensive experience of leading user centred design/and or service improvement teams and projects in complex organisations (public or private)
•    An expert understanding of the strengths and limitations of user research and other user-centred design methods, tools and practices.
•    To be able to influence, challenge and coach people at all levels and the ability to maintain strong relationships to achieve change.
•    To be able to work at pace and in an agile way to deliver improvement.
•    Experience of using customer data and insights to support service improvement.