Lead Service Designer

Working as the Lead Service Interaction Designer, you will be seen as the expert practitioner. You will have experience of large-scale and complex digital projects. You will oversee the quality of design across internal teams and its alignment to goals of the program. You will be able to use user research, data and other evidence, then translate user needs into whole services (including non-digital parts).

You will be working closely with the product team and other senior stakeholders to design the service and help to resolve design related challenges and problems across various aspects of the architecture. You will develop strategy to ensure a smooth user journey and be the advocate for best practice in user centred design. You will also lead on all interaction design related aspects, keeping up to date with industry developments and changes.

The key areas of responsibility will be;
• Play an active leadership role in the team.
• Lead in providing service design and interaction design related advice to the programme team, including engaging with stakeholders as required.
• Develop prototypes and service design patterns, across whole services (including non-digital parts), that meets user needs and policy/programme objectives.
• Work closely with the analytical lead to understand users’ behaviour, using evidence to help support strategy decisions.
• Lead on the development of the standards relating to design patterns.
• Contribute to the development of service standards.
• Build relationships with a range of stakeholders within Government and across pensions and Fintech industry.
• Champion user-centred design within the Programme team and beyond.
• Support the creation and maintenance of a positive and collaborative working environment.

It is essential for our Lead Service Interaction Designer to have the following skills and experience:
• You are a credible UX / User experience specialist, capable of giving significant advice and guidance to others.
• Have a proven track record of working from a digital perspective, including iterating service design for complex situations and difficult or technical problems and processes.
• Can demonstrate experience of engaging with multidisciplinary teams within a user-centred design process and of explaining design decisions in a way that other people understand.
• Have substantial experience of putting forward the case for design to senior stakeholders, industry experts and product owners.
• Proven experience of leading workshops with a focus on a user-centred design approach.
• Substantial experience of using user research and data to make design decisions.
• Experience of leading and setting design priorities across a number of business work areas.
• Ability to work with others to identify areas for improvement and simplify processes to use fewer resources.
• Ability to present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks.
• Experience in applying Agile principles in practice.

Working for MaPS;
At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves to our values.

Caring. We care about our colleagues and people whose lives we are here to transform.
Connecting. We will transform lives through our ability to make positive connections.
Transforming. We are committed to transforming lives and make a positive societal impact.

We help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.

By fostering our values, we are very proud of the inclusive working environment that we have created. We are committed to attracting people of all backgrounds, we want our colleagues to reflect our customers and the people we assist.

What Money and Pensions Service can offer you:
• 30 days annual leave plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan to help you buy season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye test & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers