Service Design Manager

The Insight and Service Design team (ISD) is part of HSE’s Engagement and Policy Directorate. The team comprises 18 multi-disciplinary posts (all currently based in either Bootle/Liverpool or London). It’s a deliberately small team designed to bring together expertise from a range of disciplines. This currently includes customer insight, market research, social research and behavioural insight specialists – and we would welcome candidates from these backgrounds as well as those with other analytical skillsets. The team works across HSE with strategy, policy, communications and operational teams.

ISD team has five main area of function:
• Design and delivery of insight led interventions, products and services.
• Commissioning and managing primary research (qualitative and quantitative).
• Creating customer insight, from a full range of sources/ techniques.
• Undertaking statistical analysis, using data to deepen understanding and identify interventions.
• Designing and delivering behavioural interventions (including trials).

Examples of current work within the team include:
• Commissioning primary research and providing insight to support developing operational policy and workplace best practice in the new Building Safety Regulator (BSR).
• Supporting the implementation of the HSE Strategy including, for example, promoting the end-to-end intervention regime.
• Generating deep insight to better understand the motivations and behaviours of those working in a range of high-risk industries, including Agriculture, Construction and Waste and Recycling.
• Developing practical behavioural and insight-based interventions to reduce accidents in farms and on construction projects, and to reduce lung related ill-health among welders.
• Developing top level externally focused performance indicators to monitor the state of GB’s ‘health and safety system’ and to steer HSE policy.
• Instigating and evaluating behavioural interventions e.g. improving debt recovery through randomised control trials (RCTs).

As an Insight Manager, your role will focus on providing research, insight, analysis and internal consultancy to improve health and safety in workplaces and buildings.

We are recruiting 3 x Insight and Service Design Manager posts . These posts are split into two technical roles. Though all candidates will gain exposure, learning and expected to lead/support work across both roles. In applying you can target one of these two roles or both. You should make it clear in your application which role you are applying for whether it is the analytical role, primary quantitative/qualitative role or both.

1) Post type 1 – “Analytical Role”
• Confident in sourcing, preparing and/or handling large datasets including data processing, cleaning and coding data, data matching and identifying and applying statistical analysis.
• Experience in survey analysis such as conducting univariate, bivariate, multivariate analysis, understanding the difference between measures of central tendency and measures of dispersion and knowledge of how to apply tests of statistical significance
• Confident with regression, designing and conducting analysis for impact evaluation and use of one or more of the data processing soft wares (SPSS, STATA, R, Excel etc).
• It is also essential that you use data to deepen our understanding of business problem, present findings in an engaging manner to a diverse (and mostly non-analytical) audience.
• As part of this role, you will be expected to take leading/supporting role on the delivery and application of research/insight. For example:
– Generating and applying customer understanding and business insight by reviewing and synthesising data and evidence from a variety of disparate sources, using techniques to generate new perspectives and insights and critically turning these insights into suggested next steps, influencing policy, communication and other interventions
– Strategy development and business consultancy by using data, evidence and insight from multiple resources, using frameworks or tools to guide the formulation of potential options and engaging key stakeholders to shape solutions while showing the ability to design strategies and respond to business problem and engaging and decision makers.
• It is also key that you also have interest (but not necessarily skills/expertise) in research and insight as we will expect you to work in these areas with support. Your background is likely to be in one of these disciplines: statistics, economics, social research or operational research.

We don’t expect you to have skills and experience in all of the above areas, but you would need to demonstrate strong experience in at least one or more of these areas in your application.

2) Post type 2 “Primary Qualitative and Quantitative Research role”
This includes designing and commissioning, formative evaluation, business insight, behavioural insight/science including trials and the ‘test, learn and adapt’ methodology, market research, social research, insight generation and evidence-based policy making. You will need to provide demonstrable skills in either qualitative and/or quantitative primary research and/or policy/delivery insight. For example, the role may require you to do the following:

• Delivering internal and externally commissioned primary research, including in-house stakeholder interviews, expert interviews, designing and analysing surveys, managing large scale research programmes conducted by agencies, ensuring high quality and actionable outputs, that respond to the business problem and are presented in an engaging and compelling manner.
• Product and process co-design and testing using new product/service development techniques and harness the power of end user to shape the solutions with ability to drive forward a customer centric service development and design.
• Behaviour insight/trials which would include drawing the knowledge of behavioural theory, frameworks to recommend new interventions, test and refine these and seeking pragmatic ways to roll these out.
• Strategy development/business consultancy by using data, evidence and insight; using strategic frameworks or tools to guide the formulation of potential options and engaging with key stakeholders and influencers to address a business problem

We don’t expect you to have skills and experience in all of the above areas, but you would need to demonstrate strong experience in at least one or more of these areas in your application.

Across both role types:
You will work across a diverse range of multi-disciplinary projects working with, and influencing, numerous internal and external stakeholders, policy, communications and delivery owners.
You will be required to work and provide support across the ISD team’s main functions.
You will be committed to working across multi-disciplinary approaches. For example, adept at scoping, identifying optimal approaches to, and working across a large and diverse range of insight and service design projects and programmes.

In addition, in these roles we anticipate that you will:
• Initiate and nurture effective relationships – working collaboratively with both your team and other business and analytical colleagues to deliver high quality, business relevant outputs.
• Manage your own projects from initial brief through to final delivery or support more senior colleagues on larger scale or more complex projects. Project oversight and professional/ personal development support will be provided from more senior colleagues, although you will also be expected to work autonomously and adopt a leadership role yourself both in your work and in promoting the Insight and Service Design function as a whole
• Disseminate project findings to non-technical audiences using strong interpersonal skills to help clients apply findings. This includes presenting to colleagues internally and to external stakeholders.
• Regularly synthesise evidence from a diverse range of sources (from robust data, to business knowledge, to anecdote) to draw out key insights and promulgate business application. Or supervise and guide more junior staff to do this.

It is essential across both roles that you have the ability to engage and work with colleagues across the organisation, other government departments and external stakeholders to convince them of the value of insight and to ensure that interventions (communications campaigns, inspection regimes, policies, strategies etc.) are founded on robust and actionable evidence.
You will drive best practice in this area, working with researchers, economists, communications leads, business and policy leads to prioritise key opportunities in the customer journey to influence behaviours and to ensure that people at work remain safe and healthy.

We’ll assess you against these behaviours during the selection process:

• Working Together
• Changing and Improving

We’ll assess you against these technical skills during the selection process:

• Skills required to conduct either the “analytical” role or skills required to conduct the “Primary Qualitative and Quantitative Research” role or both as detailed in the above sections. Although we expect all candidates to work across both areas we wi