Service Design Lead

3 weeks ago

Dundee, United Kingdom Scottish Government Full time

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

- 258163**Salary**:

- £52,355 - £65,276- This post attracts a £5,000 DDAT pay supplement after a 3 months DDaT competency qualifying period.**Job grade**:

- Grade 7- C1**Contract type**:

- Permanent**Type of role**:

- Digital**Working pattern**:

- Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Aberdeen, Scotland, AB10 1SH : Dundee, Scotland, DD1 4QB : Livingston, Scotland, EH54 6GA : Glasgow, Scotland, G2 8DUAbout the job

**Job summary**:
**Are you passionate about improving services and enhancing user experience?**

**This is an exciting opportunity to join Education Scotland’s Digital Services team to provide service design leadership as we continue to embed the Scottish Approach to Service Design.**

Education Scotland is Scotland's national improvement agency for education. Our role is to provide assurance and promote improvement, from the early years to adult learning. We are committed to embedding our values of excellence, creativity, integrity and respect in everything we do.

The Scottish Government has set out an ambitious vision for Scotland’s educators, learners and parents to take full advantage of the potential offered by technologies in order to raise attainment, ambition and opportunities for all. Education Scotland has lead responsibility for the Digital Learning and Teaching (DLT) programme to deliver this vision. This national programme has over 100 customer organisations and works with a wide range of internal and external stakeholders many of whom are represented on the governance, advisory and supporting groups. The programme delivers and supports a range of new and evolving services and establishes and operates a number of technology-related contractual arrangements for its growing customer and user base. This includes Glow, the national online platform for education, which regularly has over 350,000 users each month. This is a fast moving and exciting area of work which offers lots of opportunity for working across many digital services and technologies.

The Service Design Lead is based within the Digital Services division of Education Scotland and will coordinate the design of services, strategies, and policies to ensure business requirements and user needs are being met. You will champion the Scottish Approach to Service Design and will be an advocate for user-centred service design practices and embed them into service design and delivery. You will also manage and update the Education Scotland’s User Panel and Insights Library, ensuring best use of available evidence and insights.

You will build and line manage a high performing Service Design and Engagement team and will work closely with all teams within Digital Services, including the Lead Product Manager.

**Job description**:
Service designers design the end-to-end journey of a service. This helps a user complete their goal and government deliver a policy intent. Their work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of government. A Service Design Lead is an expert practitioner who influences and mentors others. You will work with service managers and programme directors to develop design concepts. They set direction, assure the quality of design delivery across teams and can lead multiple or highly complex services.

The specific duties of the role are:

- Coordinate the design of services, strategies, and policies to ensure business requirements and user needs are being met.
- Manage relationships and communicate with stakeholders at all levels - influencing, questioning and coaching them.
- Advocate for inclusive, collaborative, user-centred service design practices and embed them into service design and delivery.
- Advise on which service design tools and methods to use.
- Champion design for users for whom assisted digital and / or accessibility technologies are required to access a service.
- Lead the prototyping and validation of proposed design solutions using a variety of relevant prototyping tools.
- Make and guide on design decisions, evidencing and communicating how decisions have been reached.
- Mentor, coach and train junior design colleagues and assure that their work meets the required standards.
- Establish and line manage the new Education Scotland Service Design and Engagement team.
- Champion the Scottish Approach to Service Design (SAtSD) and contribute to DDaT community such as by participating in events and reviewing processes, tools and guidance.
- Participate in and/or support programme and project assurance activities.
- Other duties as required by Education Scotland to support wider corporate activities.

**Person specification**:
1.Experience in a lead role in a digital service design setting, designing and delivering a wide range of service design activities includ

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