Government

Service Designer

Archived
Full Time

HM Revenue & Customs

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.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

We’re making HMRC’s services and information simpler, clearer and faster for individuals and businesses. To do that, we are looking for Service Designers who are passionate about User Centred Design, supporting the work of our Policy Lab team.

HMRC’s Policy Lab has developed a strong reputation for helping policy makers shape some of HMRC’s biggest and most impactful policy changes since 2018, this includes shaping new taxes, helping our policy teams understand when something won’t work for customers or evolving existing policies to help make it easier for customers to meet their tax obligations.

This is an exciting time to join an organisation that probably doesn’t work how you’d imagine a government organisation would.

HMRC’s Policy Lab truly enables you to have an impact at significant scale, directly influencing senior leaders and government officials with your evidence and design ideas.

Like to know more about what we do? Get in contact for a chat.

Job description

You will work on a multidisciplinary team, alongside user researchers, product managers, analysts, innovation and technology experts, developing user centred designs which add value to users, exploring opportunities for improvement and influencing stakeholders through evidence.

You’ll be part of our active and encouraging design community, within HMRC and across government.

Our team are passionate and committed to conducting robust research with real-world impact, and bring varied expertise from the private, voluntary and public sectors.

Responsibilities

As a Service Designer in our team, responsibilities include:

• developing an understanding of policy intents as well as a clear understanding of user needs in a given policy context

• analysing failure within existing services, identifying root causes for that failure and creating recommendations to address that failure, particularly through policy approaches

• 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

• building collaborative relationships within Policy Lab team and with stakeholders across teams and service domains

• mentoring and coaching within the design community

Essential technical skills and expertise for this role

You will already have significant experience and understanding of:

• designing services that are delivered through integrated digital products and/or non-digital services; you will need to show evidence of this as part of your application, through including links to service design portfolio/examples in your personal statement

• planning and running workshops with stakeholders, end users and/or front-line service providers, experience contributing to service design project planning

• user research practice, experience in using metrics and user feedback to define/refine services and the ability to work collaboratively with user researchers and interpret research findings

• analysing and communicating user journeys and service flows

• prototyping and iterating products and/or services

• new and emerging technologies and a basic understanding of digital delivery platforms and digital prototyping approaches

These areas of experience are desirable

Ideally you will also have knowledge and experience of:

• working with the Service Manual and/or GOV.UK standards and working practices

• designing within a policy context

• technologies used to build and operate digital services, and the different technical roles in a digital team

• working in an agile delivery environment

Behaviours

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

  • Communicating and Influencing

Technical skills

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

  • DDaT Capability Framework Skill – Evidence and context-based design
  • DDaT Capability Framework Skill – Strategic Thinking
  • DDaT Capability Framework Skill – User Focus
Location
, England, England
Type
Full Time
Industry
Government
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