Senior Service Designer

This is a role rich in opportunity and challenge for people passionate about improving the employee experience in HMRC and how we deliver HR as a digital service. You’ll join the team at a time of considerable transformational change.

We Are Looking For Someone To Join a Multi-disciplined Team Where You Will

As the Senior Service Designer you will have proven experience on large-scale and complex projects, you will be able to put users’ needs at the heart of your work and make people’s interactions with our HR Digital systems as simple and quick as possible.

• Design whole services to demand, reduce operational cost and make things easier and simpler for users and improve the employee experience
• Lead strong decisions regarding service design
• Determine what a good service flow and user experience looks like
• Use evidence-based research and reflect this in the team’s work

Responsibilities

It will be a fast paced, and exciting environment where you will be:

• Confident in engaging with business stakeholders to identify user, business and service needs, using constructive challenge to breakdown business problems and offer solutions
• Flexible with an ability to communicate proactively and reactively
• Able to provide expert advice and guidance to lead development of prototypes and service design patterns, across whole services (including non-digital elements), that meets user needs and department objectives
• Be an active part of the Service Design Community
• Providing leadership to understand user behaviour and use evidence to support strategy decisions
• Able to inspire and communicate importance of effective and timely project delivery for services
• Adopting user-centred design, focused on outcomes, by collaborating with user researchers and represent users, understanding the difference between needs and wants
• Supporting and managing a service designer and working flexibly as part of a user centric team, adapting to changing priorities and workloads

Essential Criteria

• Sound working knowledge of GOV.UK Standards. You will have an in-depth knowledge of GOV.UK standards and a proven record of delivering products within complex digital environments in agile and waterfall environments. You can adapt, reflect and be resilient to change. You will be able to see outside of the service process and think of the bigger picture
• Community and team collaboration. You know how to work collaboratively with multidisciplinary teams that put user-centred design principles first. You can identify problems in the team dynamic and rectify them, discussing issues and finding resolutions
• Digital perspective. You are responsive to changes in technology, adapting your approach accordingly. You understand the importance of assisted digital and can design inclusive services
• Experience of working within constraints. You can anticipate and identify constraints, you will be able to communicate these and work within them. You know how to challenge the validity of constraints whilst ensuring standards are being met

Desirable

• Delivery of an IT system to an organisation. Experience of delivering multiple complex IT projects or systems to organisations
• Business context understanding. Experience related to service design’s role in a government department
• Improving the employee experience. Previous experience of designing services which enhance the employee experience within an organisation