Service Designer

1 week ago

Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

**Details**:
**Reference number**:

- 271627**Salary**:

- £41,782 - £44,932- National (£41,782-£44,932) London (£45,170-£48,566)**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- HMRC - CDIO - Chief Technology and Design Officer**Type of role**:

- Digital
- Information Technology**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, Cardiff, Edinburgh, Leeds, Manchester, Newcastle-upon-Tyne, Stratford, Telford, WorthingAbout the job

**Job summary**:

- At HMRC, we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.
- We want to maximise the potential of everyone who works for us, and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you.- About the Chief Technology and Design Office Group
- This role is in Chief Technology and Design Office, part of HMRC’s Chief Digital and Information Office (CDIO). We are responsible for managing all IT demand and change coming into CDIO, as part of this we ensure User Centred Design is at the heart of our designs. This enables us to ensure the solutions we deliver maximise success rates for internal and external users, and so maximise business outcomes and minimise costly rework.**Job description**:
HMRC is looking for Service Designers who are passionate about User Centred Design, supporting the work of the Policy Lab and User Centred Design Impacting team.

HMRC’s services are complex, you need to enjoy tricky problems and thinking about how services and policies will interact. With complex services we have a complex user base - millions of people have to use these services, which means a range of different needs and outcomes.

We want people who are curious about who will use a service, how they will interact with it and how something can be improved, testing those improvements through their design work.

Alongside working on a policy or service problem you’ll be a member of a developing service design community; the community provides a safe space to test out design ideas and offer support to other service designers to attain the best possible outcomes.

If this sounds like the sort of thing which excites you, this is the job for you. Watch this video, where we talk about what HMRC does and then how the work we do helps create better services.

Service Design in Policy Lab & UCDi

Additionally this blog from two of our service designers shares their experience of the Policy Lab and UCDi team

**Responsibilities**:

- As a Service Designer, responsibilities include:
- Providing service design leadership on projects
- Developing a knowledge of policy intents as well as a clear understanding of user needs in a given policy context
- Understanding the existing support system for a service - both digital and process based - and designing targeted improvements to existing services or to accommodate new service
- Analysing failure within existing services and/or identifying potential unintended consequences of policy options, and creating recommendations to address these, particularly through policy approaches
- Mapping current service journeys and designing blueprints for improved and/or new services
- Effectively communicating information and ideas using diagrams, prototypes and written narratives
- Using facilitation skills to develop a common understanding of a policy problem or potential policy options
- Building strong relationships within Policy Lab and Enterprise Service Design teams and with other stakeholders across teams and service domains

**Person specification**:
**Essential Criteria**

You will already have experience and understanding of:
- Designing services that meet user needs and are delivered through digital products and/or non-digital services
- User research practice, experience in using metrics and user insight to define/refine services and the ability to work collaboratively with user researchers to scope research and interpret research findings
- Analysis and synthesis of data and research to create user journeys, diagrams and service flows
- Planning and running workshops with stakeholders, end users and/or front-line service providers
- Collaborating 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 Service Manual and/or GOV.UK standards and working practices
- New and emerging technologies and an understanding of digital delivery platforms and the importance of creating and managing inclusive services

**Technical skills**:
We'll assess you against these technical skills during the selection process:

- Evidence and contex

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