Senior Service Designer

3 weeks ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
The University of Glasgow has embarked upon an ambitious strategic transformation programme and this role sits at the heart of our business change capability. This is an exciting time to join our team as you will have the opportunity to be at the forefront of important and meaningful change which will impact our staff and student experience.
The scope and impact of our team is growing, and we are seeing change embedded across the organisation. As a Senior Service Designer, you will look at the end-to-end experience of our business and service offering at the University; identify areas for change, design with data, reimagine our service delivery, and our future user experience. You will work closely with colleagues across the institution to deliver a comprehensive approach to design and change.
You will be passionate about improving services to better meet our users needs and expectations, and work across a range of projects that will deliver real value for the organisation.

**Main Duties and Responsibilities**
1. Lead the end-to-end design process across a range of business and/or service design projects, which will inform and support the delivery of improved service outcomes.
2. Identify opportunities to improve the performance or management of existing services through conducting discovery work across the ‘As-Is’ experience.
3. Lead the design of the ‘To-Be’ solution and define the subsequent change activity needed to implement the new ways of working, including identifying the relevant benefits associated with the change.
4. Create and maintain the Transformation Team’s service design framework, tools, and insights, to help project teams to contextualise and scope their work, incorporating this into the wider portfolio of the Business Change team - raising awareness of what good services and good service design looks like across our team.
5. Work across the organisation to ensure that change delivery initiatives collectively deliver an improved service design and business capability, collaborating with business analysts, project managers, business architects, operational service managers and digital teams.
6. Visualise, articulate, and solve complex problems and concepts relating to service design and delivery by drawing on multiple inputs, such as user research, policy, performance measures, data, and analytics.
8. Communicate with all relevant sponsor and stakeholder communities, including consultation and management of expectations. This includes our academic, professional services, and student communities.
9. Report to the relevant Project Boards on all aspects of the design and development of new processes, services, and the scale of change involved. Acting as the lead for senior staff to feed into the design process and understand the user feedback that identifies the areas for change, preparing high-quality papers and required reporting.
10. Coaching multidisciplinary teams to help them successfully design, deliver, and operate good services, embedding user-centred design thinking in their ways of working.

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary professional knowledge and management skills in a similar or number of different specialist roles. Or: Scottish Credit and Qualification Framework level 9,10 or 11 (Ordinary/Honours Degree, Post Graduate Qualification), or equivalent, including being professionally qualified in relevant discipline.
A2 Extensive knowledge of designing business and/or service design solutions in a complex, large-scale organisation.
A4 Extensive knowledge and exposure to the use of digital technologies in improving services.

**Desirable**:

B1 Knowledge of Agile project management methodologies.
B2 Knowledge of Business Capability Modelling (Business Architecture).

**Skills**

**Essential**:

C1 Management of complex projects across the full design lifecycle with a successful track record of delivery.
C2 Strong skills in conducting and synthesising research, insights, and findings.
C3 Strong skills in structuring and visualising complex business/service activities (e.g., blueprinting, ideation, concept communication, and requirement specification).
C4 Ability to facilitate discovery and design workshops, with a strong competency in storytelling and public speaking.
C5 Highly effective communication and influencing skills to interact effectively with a range of internal stakeholders.
C6 Excellent analytical and problem-solving skills, and the ability to quickly develop recommendations based on qualitative or quantitative evidence.
C7 Ability to create or design workable prototypes that can be tested with users.

**Experience**

**Essential**:

E1 Professional experience in the private or public sector delivering a range of business and/or service des

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