Service Designer

These SO Service Designer posts in Making Tax Digital will be critical for joining up the end-to-end journey of the different services and products for our users. You’ll support service designers that work across multiple teams and be responsible for ensuring that these teams consider the users and take into account the above the line and below the line implications of their decisions.

You will work across a group of multidisciplinary teams to ensure that the features that are being designed are informed by evidence and put our users first.

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 help influence and support others within the profession to take on designing our biggest services. You will work with digital service managers, business analysts and wider multi-disciplinary colleagues to develop design concepts, collaborate with product and business analysis leads, help set direction and embed good practice within teams and make important decisions based on research and understand how this research impacts others.

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 will also have knowledge and experience of:

• Working with the Government Service Standard and Service Manual / Design System.

Experience working in agile, multi-disciplinary teams.