Service Designer

The role of Service Designer is a key role in the Business Architecture and Service Design team, working alongside Business architects, user researchers and business analysts to design the end-to-end journey of a service. We are looking for people who have a passion for research, conceptual thinking and an understanding of the tools and techniques core to service design. You need to be design-driven and have users at the heart of everything you do.

Responsibilities

Core to being an effective Service Designer will be:

• You know how to plan and execute User Research and extract Insights from it;
• Leading, understanding and communicating the holistic view of the service while ensuring that the overall goal is maintained;
• Creating service blueprints, and designing user journey maps;
• Identify user pain points and use design thinking to improve the service to reduce those pain points;
• Making and guiding effective decisions, explaining clearly how the decision has been reached, while understanding technical complexity and risks;
• Running collaborative design activities, influencing others and building consensus;
• Defining scope whilst shaping and challenging business priorities and adding value through collaboration;
• Working with ONS Enterprise Architecture and Business Analysis teams to deliver a holistic view across these disciplines, ensuring consistent processes, standards and working practices are adopted;
• Experienced in meeting the needs of users across a variety of channels and applying strategic thinking in how to provide the best service to the end user;
• Delivering at pace using agile methodologies and principles;
• Promote a culture of assurance and security.

Person Specification

Essential Criteria

• Experienced at communicating information effectively across organisational, technical and political boundaries – making complex and technical information simple and accessible for non-technical audiences;
• Experienced at evidence and context-based design – visualising, articulating and solving complex problems and concepts, and making decisions based on available information and research evidence;
• Proven ability to create a continually collaborative environment and sustain a good service – driving teams and setting the pace, ensuring teams are delivering;
• Proven ability to create designs and documentation ensuring all aspects of the data journey, including service interactions, align to the architecture landscape;
• Experienced at understanding users – identifying who they are and what their needs are, based on evidence;
• Ability to translate user journeys and propose design approaches or services to meet user needs and engage in meaningful interactions and relationships with users;
• Experienced in agile working and how to apply agile methodologies and an agile mindset to all aspects of work.

Desirable Criteria

• Ability to understand constraints and to challenge constraints that can be changed;
• Understands how the digital economy is changing user behaviour and the government landscape.