Senior Service Designer

As a senior service designer, you will:

• Lead service design projects across multiple or complex services
• Oversee the development of user-centred services that meet user needs and fulfil business outcomes
• Use and support colleagues to implement best practice and standards to design usable and inclusive services consistent with the rest of government and HMRC
• Lead on the analysis of pain points within services and create recommendations to address any issues identified
• Map current service journeys and design service blueprints for new and/or improved services or processes across multiple channels
• Lead workshops and design activities that communicate complex information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives for multiple audiences
• Build and manage collaborative relationships with internal and external senior stakeholders
• Be a strong communicator, leading workshops with teams and stakeholders to build a shared understanding of problems to be solved, work through challenges and enable design-led decision making

You will also be expected to:

• Line manage, coach and mentor Service Designers – providing them with guidance, support, constructive feedback and design direction
• Lead peer review sessions with other profession members to ensure service design standards are upheld across the organisation
• Actively participate in the HMRC and cross-government design communities by leading community sessions and supporting initiatives
• Seek out opportunities for learning and improvement by getting feedback from your colleagues and the business

Essential Criteria

You will already have considerable experience and understanding of:

• Designing large or complex services that meet user needs and organisational outcomes, across all channels.
• Using user research and data to understand user needs, identify and understand problems, inform design decisions and influence stakeholders.
• Clearly and effectively communicating complex information and ideas, using things like sketches, user journeys, diagrams, maps, prototypes, and written narratives.
• Planning and facilitating workshops with senior stakeholders across organisational boundaries, end users and/or internal users.
• Engaging and collaborating with teams and stakeholders in a variety of ways to build a shared understanding of problems to be solved, work through challenges and facilitate design-led decision-making.
• Experience of leading, managing, coaching or mentoring people.

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

• • Evidence based design • Designing strategically • Leading design • Design communication
• You will be required to do a 10 minute Presentation at interview – details to be provided in advance to candidates who progress to interview stage.