Service Designer

Are you someone who enjoys putting users’ needs at the heart of your work?

Would you enjoy working with service designers to make ongoing improvements?

If so, this role may be perfect for you.

Be an enthusiastic Service Designer who understands how to design services end to end and front to back. You will be confident in navigating a complex environment to drive the best outcomes for our citizens and colleagues.

With consideration for the department’s policy goals, target operating model, technology strategy and transformation objectives, you will help facilitate co-creation; building consensus with stakeholders as you go. It’s a complex landscape and you’ll need to use your skills as a persuasive and engaging communicator.

Few other organisations globally can offer the same opportunity to work with cutting-edge technology at this scale and to make such a critical difference to millions of people.

Join a thriving community of practice, where you’ll share best practice, insight and support with a bunch of other talented Service Designers.

As a Service Designer you will work in project teams to focus on successful service outcomes. Your work will result in user needs and business or policy goals being met by visualising whole services, both online and offline, in order to reduce or remove issues and problems. You are able to work independently and are comfortable using service design methods, communicating with stakeholders, understanding and using design patterns in order for effective decision making to take place across your product or service. You are able to share your work openly and communicating effectively in meetups and across business areas.

Role and Responsibilities

• Understand user needs and assists in scoping and designing services that meet them and collaborates with multidisciplinary teams to understand user behaviour and feedback.
• Support the analysis of research findings, data, insight gathering, critical thinking and concept generation.
• Aware of qualitative and quantitative research methods to service user needs and work with researchers to conduct studies.
• Plan and facilitate workshops to drive actionable outcomes.
• Understand as-is service design and identify improvement opportunities.
• Analyse pain points within services and build design solutions that fulfil user needs and business outcomes.
• Articulate the insights and stories around the strategy and concepts being designed.
• Use prototyping methods to communicate ideas and concepts with real users to encourage collaboration and iterative processes.
• Manage stakeholder needs across different areas.
• Collaborate with multidisciplinary teams to understand user behaviour and feedback.
• Contribute to building an open and collaborative culture within the department and design community.
• Analyse and identify cost saving opportunities whilst implementing best practice service design.
• Own and create high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints.

To be successful with this application, you will need to align your application with the following Essential Criteria:

• Lead Criteria: Experience of working from a digital perspective, including iterating service design for complex situations and difficult or technical problems and processes

Other Essential Criteria

• Able to demonstrate experience of engaging multidisciplinary teams with a user-centred design process and of explaining design decisions in a way that other people understand.
• Experience of using user research and data to make design decisions.
• Experience of consulting regularly with senior stakeholders to provide analysis and recommendations.
• Have experience of sharing design ideas quickly through sketching or prototyping.