Senior Service Designer

Defra’s user-centered design team are currently hiring 2 Senior Service Designers.

You will work in a multidisciplinary team, alongside user researchers, interaction designers, business analysts, content designers, product owners, delivery managers and developers to deliver world-class, user-centred services that help the government transform the way it delivers services so that they are more efficient, simpler, faster and easier to use.

As a Senior Service Designer, your job will be to design and lead on accessible public and internal services that are simple enough for everyone to use.

Excited by the challenge of understanding user needs, you will be able to support strategy and decision making for government policy goals.

You should be experienced at visualising whole services in both end to end and front to back across business areas to mitigate problems.

Defra’s service design team is part of a wider user-centred design group as well as the wider community of over 800 designers working in the UK government.

Responsibilities

• Relevant experience of working in a user-centered design role.

• Align and lead communication with service managers, product owners and policy colleagues to define user journeys and articulate the vision for products and services.

• Identify opportunities for service improvement and cost reduction and improvement within existing services.

• Understand user needs and track interactions across departmental and organisational boundaries.

• Create as is user journeys, highlighting pain points, dependencies, areas for improvements and hypothesis to test.

• Design the interactions and building blocks that make up the service.

• Create service prototypes to test ideas and assumptions.

• Influence performance reporting so we measure and target improvements to things that matter to users.

• Lead on ensuring that interactions and user journeys across a service are rational and consistent.

• Train and mentor other designers.

• Act as an authority on service design, actively contribute to the design community within Defra and across government.

Skills and experience

• Experience of understanding user needs and designing services that support those needs.

• Experience of analysing pain points within services and communicating and sharing design solutions that fulfil user needs and business outcomes.

• Experience of working with research and business analysis to inform design decisions.

• Experience of leading workshops and collaborating with senior stakeholders.

• Evidence of driving awareness of service performance and improvement needs which have resulted in successful service outcomes.

• Experience designing digital and non-digital services which are accessible, usable, and based on user needs.