Lead Service Designer
2 weeks ago
**Details**:
**Reference number**:
- 250544**Salary**:
- £64,693 - £72,924**Job grade**:
- Grade 6**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, Edinburgh, Leeds, Manchester, Newcastle-upon-Tyne, 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 chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.
Are you an experienced service design professional?
Have you got proven senior industry experience in this area?
Do you enjoy solving tricky problems that impact millions of people?
If the answer is yes, read on for a unique opportunity to be directly involved in making tax easy for everyone as part of HMRC’s Product and User-centred Design team in the Chief Digital & Information Officer group (CDIO).
We are looking for an experienced service design professional who has a proven ability to lead, mentor and support service designers working in our delivery teams and also take on personal leadership of the design for our biggest and most complex services.
We want a brilliant facilitator, someone who can bring multi-discipline teams and stakeholders together to craft solutions; a flexible problem-solver who enjoys working with others to make things happen. If this sounds like the sort of thing which excites you, this is the job for you.
**Job description**:
You will shape and lead on designing the end-to-end journey of our services and products for our users. Solving tricky problems and thinking broadly about how services and policies interact. With complex services we have a complex user base - millions of people have to use these services, which means a broad spectrum of different needs and outcomes. You will lead and support others within the profession to take on designing our biggest services.
The Digital, Data and Technology (DDaT) Capability Framework provides more details about this role.
Lead Service Designer
**Responsibilities**
A Lead Service Designer is expected to fulfil a range of responsibilities.
- Co-creator - able to facilitate co-creation by building a successful team where everyone involved in the service is represented and contributes to the bigger picture.
- Storyteller - articulate strategic goals for services and share the story through artefacts like service blueprints, roadmaps, vision and mission statements.
- Evidence-driven - you are a strong believer in context-based design, you can visualise, articulate and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence.
- Providing service design leadership on complex projects and in support of other service designers, including the management and/or mentoring of junior designers.
- Understanding the existing support system for a service - both digital and process based - and designing targeted improvements to existing services or to accommodate new services.
- Analysing failure within existing services and/or identifying potential unintended consequences of policy options..
- Mapping current service journeys and designing blueprints for improved and/or new services.
- Effectively communicating complex information and ideas using diagrams, prototypes and written narratives.
- Using facilitation skills to develop a common understanding of a challenging policy problem or potential policy options and enable design-led decision making.
- Building strong relationships
**Person specification**:
**Essential skills and experience**
You will have significant experience in:
- successfully communicating the value of user-centred service design to a wide variety of audiences, including senior leaders
- building and presenting case studies that demonstrate how user centred service design was a key component of the delivery of complex services
- leading service design across key phases of digital projects e.g. Discovery, Alpha
- analysing complex contexts and environments to arrive at clear user-centred service propositions
- setting direction, making decisions and evaluating impact
- contributing to strategy and aspirations of large organisations
- leading service design for complex and large-scale services that meet user needs across a variety of channels
- creating collaborative, resilient and inclusive working environments where individuals are encouraged to fulfil their potential
- working with the Service Manual and/or GOV.UK standards and working practices
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