Service Designer

HMRC is looking for Service Designers who are passionate about User Centred Design.

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

We want people who are curious about who will use a service, how they will interact with it and how something can be improved, testing those improvements through their design work.

Alongside working on a policy or service problem 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.

If this sounds like the sort of thing which excites you, this is the job for you. Watch this video, where we talk about what HMRC does and then how the work we do helps create better services.

https://www.youtube.com/watch?v=n3w5_r_Z6xU

Would you like to find out more?

We will be holding virtual presentation sessions which will give you the opportunity to hear from our Service Designers on what it’s like to do service design in HMRC.

These will be held on the following dates:

• 22nd April 2025, 1pm – 2pm
• 24th April 2025, 1pm – 2pm

To register your interest, please email Vicky.williamson@hmrc.gov.uk.

There will be limited capacity so places will be allocated on a first come first serve basis.

Both events will have the same structure, so you only need to attend one.

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.
• Experience working in agile, multi-disciplinary teams.

We’ll assess you against these technical skills during the selection process:

• Evidence-based design
• Designing strategically
• Designing together
• Design communication