Service Designer

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

- 383669

**Salary**:

- £44,110 - £47,664
- A Civil Service Pension with an employer contribution of 28.97%

**Job grade**:

- Senior Executive Officer

**Contract type**:

- Permanent

**Business area**:

- HMRC - CFO Group - Unity Programme

**Type of role**:

- Digital

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 1

Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Glasgow, Manchester, Newcastle-upon-Tyne, Preston

About the job

**Job summary**:
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

HMRC is one of the largest organisations in the UK and the biggest digital operation in Government. Our digital business runs the IT behind tax and benefits services for 45 million individual and 5 million business customers.

We’re making HMRC services and policies simpler, clearer, and faster for individuals and businesses. To do that, we need service designers who will help us design end-to-end services based on user needs.

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 Unity Programme**

This is a fantastic opportunity to join the major cross government Unity Programme which will bring together Shared Services for His Majesty’s Revenue and Customs (HMRC), Department for Transport (DFT) and Ministry of Housing, Communities and Local Government (MHCLG).

The programme aims to deliver the tools in Human Resources (HR), Finance, Payroll, and Procurement to enable the user to complete administration tasks, whether Finance, HR, or Procurement quickly and with mínimal effort by modernising our IT Platform, bringing together our shared services teams, standardising our data and cutting through processes that cost our departments time and money.

Occasional travel to other sites will be required.

**Job description**:

- HMRC is looking for Service Designers who are passionate about User Centred Design to support and improve our services.

HMRC’s services are complex, you need to enjoy tricky problems and thinking about how users and services 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.

Alongside working on a complex service, 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.

**Person specification**:
As a service designer you will:

- Provide service design expertise on projects
- Develop user-centred services that meet user needs and fulfil business outcomes
- Use best practice and standards to design inclusive services consistent with the rest of government and HMRC
- Analyse pain points and failure points within services and create recommendations to address any issues identified
- Map current service journeys and design service blueprints for new and/or improved services
- Effectively communicate information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives for multiple audiences
- Build collaborative relationships within teams and with stakeholders across different teams and the organisation
- Effectively use facilitation skills with teams and stakeholders to build a shared understanding of problems to be solved and work through challenges

You will also be expected to:

- Actively participate in the service design community within HMRC by helping to facilitate community sessions and support initiatives
- Seek out opportunities for learning and improvement by getting feedback from your colleagues and the business

**Essential Criteria**:
You will already have experience and understanding of:

- Designing services that meet user needs and organisational outcomes, across all channels.
- Using user research and data to understand user needs, identify problems and inform design decisions.
- Communicating information and ideas using things like sketches, user journeys, diagrams, maps, prototypes, and written narratives.
- Planning and facilitating workshops with stakeholders, users and/or internal users.
- Engaging with teams and stakeholders to help define problems that need to be solved and work through challenges and potential solutions.

**Desirable Criteria**:
Ideally you w