Senior Service Designer

As Senior Service Designer you will be responsible for ensuring that our design decisions are based on robust evidence and an iterative, agile process. You’ll work to understand the end-to-end journey of a service and make sure we leave no stone unturned in our efforts to understand the wider impact of changing existing, and developing new, services.

As a collaborator, communicator and facilitator, you will work with a team of digital experts to deliver an engaging and robust service to the rest of the organisation.

And finally, you’ll use your skills in user interface design to create front ends that get people from A to B intuitively and without friction.

People depend on what we deliver so what you do will make a real difference to peoples’ lives!

Day to day, your job will look like:

• You will lead a design team through discovery ensuring everything you do stays true to the ultimate goal and within scope
• Undertaking user research activities with individuals and small groups of people including staff and customers
• Analysing observations from research and turning them in to insights – documenting the existing user experience and touchpoints along the way
• Facilitating workshops and insight sharing sessions with project teams
• Presenting outputs and feedback to internal stakeholders
• Prototyping, testing and learning
• Designing intuitive front-ends and to-be service blue prints ensuring they meet user, and business, needs
• Informing business cases and prepare options analysis for improvements and change
• Be a proactive thinker, do-er and challenger, so that we can do our best work
• Presenting our way of working and acting as an advocate for a service design approach

Above all else, you’ll be an advocate for anyone using a service. This role is your chance to make real change possible and design services people want to use!

About you

Utilising your passion for engaging users and creativity, you will help to define what human-centred design looks like at West Northants and support the Service Design and User Experience Manager in delivering it.

You will be equally happy providing feedback and guidance to technical teams as you will engaging the public in focus groups and creative activities.

You will need:

• Natural openness, curiosity and optimism (a bit of bravery probably wouldn’t hurt either)
• Service Design, User Experience and User Research experience that is demonstrable
• User Interface design experience and the ability to conceptualise a user’s end-to-end journey through a service
• Familiarity with Government Digital Service principles and how to apply them
• To demonstrate understanding of accessibility requirements and regulations
• Data led decision making experience
• To present a reasoned and rational argument, to influence stakeholders, managers and colleagues to consider options and risks
• Mentorship and coaching skills – you will be working with people who aren’t familiar with human-centred design, so take them on the journey with you
• Experience of working in an Agile team

You will be familiar with Government Digital Service design practices and have a copy of Lou Downe’s 15 Principles of Good Services covered in post-it notes!