Service Designer

Service designers design the end-to-end journey of a service. This helps a user complete their goal and government deliver a policy intent. This work may involve the creation of – or change to – policies, services, transactions, products and content across both digital and offline channels provided by different parts of government.

A service designer is a confident and competent designer with relevant work experience. You develop designs based on evidence of user needs and organisational outcomes.

You can be trusted to make good decisions and can recognise when to ask for further guidance and support. You may have responsibility across a service or project and be part of a team that includes policy experts, user researchers, designers, product managers, and technology experts.

You’ll be part of our active and supportive service design community in HMRC and across government.

As a Service Designer you will:

Provide service design expertise on projects.
Develop user-centred services that meet user needs and fulfil business outcomes.
Use best practice and standards to design usable and inclusive services consistent with the rest of government and HMRC.
Analyse pain points and failure 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.
Effectively communicate information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives.
Build collaborative relationships within team and with stakeholders across different teams and service domains.
Effectively use facilitation skills with teams and stakeholders to build a shared understanding of problems to be solved and work through challenges.
You’ll also be expected to:
Actively participate in the design communities within HMRC and broader government by helping to facilitate community sessions and support initiatives.
Seek out opportunities for learning and improvement by getting feedback from your colleagues and the business.

Essential Criteria:

You will already have demonstrable experience in:
Designing services that meet user needs and organisational outcomes for digital and/or offline channels.
Using user research and data to understand user needs, identify problems and inform design decisions.
Communicating information and ideas, using things like sketches, scenarios, diagrams, maps, prototypes, and written narratives.
Planning and facilitating workshops with stakeholders, end users and/or front-line service providers.
Engaging with teams and stakeholders to help define the problem that needs to be solved and work through challenges.

Desirable Criteria:

Ideally you will also have knowledge and experience of:
Working with the Government Service Standard and Service Manual / Design System.
Experience working in agile teams.