Senior Service Designer

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

- 260372**Salary**:

- £52,598 - £59,294- All new entrants will start on the band minimum**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- HMRC - CDIO - VOA Customer Group**Type of role**:

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

- Flexible working, Full-time, 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, 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.

HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.

Our role sits within HMRC’s Chief Digital & Information Group (CDIO) we’re increasingly delivering in-house through our growing network of digital delivery centres - hi-tech, state-of-the-art facilities across the UK.

Valuation Office Agency Customer Group (VOA CG) provides digital services and IT support to the Valuation Office Agency (VOA): drawing on HMRC’s digital expertise to ensure our customer (the VOA) gets the right level of service as well as building and supporting specialist, unique services.

There are some important attributes that we are looking for in anyone who joins VOA CG. You must have a collaborative approach and a passion to communicate effectively. You will take accountability and ownership and can coach, mentor, reflect and to give and receive feedback. You will be flexible and adaptable, working with a sense of urgency and be passionate about having ‘The Customer’ at the heart of what you do.

**Job description**:
This is a new role as the Senior Service Designer managing a team of design professionals and playing a key role in a high-profile business transformation programme supporting to reimagine itself as a digital, user focused organisation.

You’ll own the end-to-end service design of the product working in a multidisciplinary team, alongside policy experts, user researchers, designers, product managers and technology experts, to develop integrated user-centred public services. You’ll be part of our active and supportive design community in VOA, HMRC and across government.

**Person specification**:
**Responsibilities**:

- Provide design leadership to support user-centred service approaches based on insight and evidence.
- Identifying future service opportunities and propositions that meet user needs and deliver on government intentions, and communicating the rationale and potential benefits of those propositions.
- Leading teams and customers to develop service propositions into designs, making good design decisions, including the identification of risks and mitigation.
- Developing policies and organisational intents as well as a clear understanding of user needs.
- Helping to plan user research and collaboratively analysing and synthesising the results of user research.
- Analysing failure within existing services, identifying root causes for that failure and creating recommendations to address that failure.
- Mapping current service journeys and creating blueprints for improved and/or new services.
- 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.
- Leading collaborative relationships with customers across teams and service domains.
- Mentoring and coaching within the design community, line managing more junior designers.

**Essential Criteria**
- Significant experience designing services that are delivered through integrated digital and/or non-digital services.
- Experience using design in the development of strategy, including the evaluation of strategies and policies to ensure that business requirements are being met.
- Significant experience planning service design projects, including developing high-level project plans for design activity.
- Significant experience leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows.
- Significant experience preparing and communicating research, workshop and design outputs, for example: service maps/blueprints and design presentations.
- Experience in using metrics to define/refine services and the ability to work collaboratively to research findings.
- Significant experience