Senior Service Designer

What you’ll be doing:

**This role is home based but there is a requirement to be on site in Portsmouth for 3 days per week for the duration of the project**.

• Taking a leading role in the delivery of projects, guiding teams in the assessment and redesign of systems and services, and ensuring they take a holistic human-centred approach
• Advocating best in class service design methods and tools, coaching other team members in how to apply them correctly.
• Where required, leading research activities, evaluating existing products, services and systems or generating insights and ideas for new ones
• Working with users and stakeholder to understand their needs, communicate how our team can help them and design a solution to realise these ambitions.
• Delivering of high-quality design assets that articulate customer insights, journeys and experiences (e.g. service blueprints, prototypes)
• Providing evidence-based recommendations to your teammates and our clients, turning insights into opportunities for service innovation or improvement
• Building simple prototypes to demonstrate your thinking and then working with specialists to develop these further
• Facilitating workshops with stakeholders, users and technical teams to discover and define service visions
• Presenting findings and managing relationships with senior stakeholders and internal teams, while supporting the development of junior team members.
• Over time, line managing junior members of the service design team as well as supporting the selling and profitable delivery of projects
• Taking a prominent role in the culture and growth of the wider Capita Consulting XD capability and Service Design specialism

What we’re looking for:

• Significant demonstratable experience in a Service Design, or similar design-focused, role
• Experience of working on the end-to-end assessment and redesign of complex systems/services
• Experience working with government – delivering within the Government Service Standard and managing GDS assessments.
• Experience of designing and developing service design prototypes.
• An in-depth understanding of experience design principles and excellent knowledge of a wide range of service design methods and tools
• Significant experience with design research and other requirements gathering methodologies (experience conducting and analysing design research is essential)
• Experience working with data from a variety of sources
• Confidence with Microsoft Excel and Powerpoint
• Great communication skills with the ability to listen to the needs of teammates, stakeholders, and managers in order to best communicate your teams recommendations and ideas
• Strong user focus with the ability to collaborate with wider teams
• Experience working in agile project teams and as part of multi-stream change programmes.
• A highly-skilled facilitator, capable of running design thinking and user testing sessions as well as analysing and presenting results back to senior stakeholders
• Excellent interpersonal skills with the ability to work collaboratively with a broad range of internal and external stakeholders
• Strong commercial awareness
• Exacting attention to detail and organisation skills; commitment to accuracy and quality
• Self-motivated and enthusiastic – ability to work to tight deadlines, with little supervision

• You will ideally have experience with Government Digital Service (GDS) frameworks and preferably have completed GDS assessments.
• Knowledge of Web Content Accessibility Guidelines (WCAG) would be beneficial
• Strong systems thinking