Lead Service Designer

It’s an exciting time for Digital Publishing and for the ONS and we’d love to talk to you about the opportunities we have.

As a role within DDaT at the ONS, we also offer benefits such as:

• Protected Learning Time of up to 10% of your weekly hours, to spend on your personal development.
• A supportive and active Community of Practice which you will be expected to contribute to, helping ensure you and your colleagues get the training, development and opportunities you need to progress your careers.

This is a role with real impact, where you will be able to shape how we do things going forward and build your own experience with industry leading tools and technologies which will transform how our organisation works.

We offer you a flexible working environment, encouraging a sensible work life balance as well world class training and development and a thriving community of practice of fellow User Centered Design and research colleagues.

As a Service Designer you will;

• Bring together research, design, business and technology to shape the service.
• Use evidenced based insights to drive strategic thinking and place users at the centre of services.
• Work closely with user researchers to define and communicate user needs and pain points.
• Understand, analyse and map complex user journeys and processes.
• Build service blueprints covering the end-to-end user journey inclusive of all frontage and backstage activities, touch-points and channels.
• Own the service design deliverables including service concepts, blueprints and related artefacts.
• Identify relevant metrics to capture across the service to monitor service performance and inform improvements through re-design, business processes changes, and collaboration.
• Have strong communication skills and be confident presenting and defending design decisions.
• Have responsibility across complex services.
• Help set direction and embed good practice.

Person specification
Essential criteria:

• Experience in service design or related role such as user experience design or design research with a focus on services that cut across multiple interconnected products.

• Experience of designing human-centered services, built around user research insights and related techniques such as personas and affinity mapping.

• Significant knowledge of existing and emerging service design tools, methods and practices, including user journey mapping, service ideation, and service blueprints to clearly communicate the complexities of a problem through visualising the information in different ways depending on the audience.

• Ability to consider existing services, user experiences, processes and business constraints to inform the future design and required business change.

• Ability to run effective, engaging remote workshops to be able to elicit information and walk-through designs.

• Be able to understand and analyse the journey in its entirety, how it interacts and integrates with other systems and services. You need to be able to visualise and understand the big picture as well as having the detailed view in your mind and be able to bring the two together.

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

• Communicating and Influencing
• Delivering at Pace
• Working Together
• Changing and Improving

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

• A technical presentation may be required at interview. Successful candidates will be given full details in advance of their interview.