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Full-time Senior/ Lead Service Designer

at Home Office in London/ Croydon/ Sheffield

This is a chance to work on services that really matter. As a Service Designer at the Home Office you’ll work in a multidisciplinary team, alongside researchers and developers to deliver good, user-centred public and behind-the-scenes services.
At the Home Office we work on really important services. Things like getting or renewing a passport, getting permission to come to or stay in the UK, entering the country or returning to it.
We work on problems like how people prove their identity, know what they are entitled to, or prove that they are eligible for something. We also design for behind-the-scenes: the things people delivering services need to be effective. We design with data and we also build platforms, registers and other building blocks of services.
You’ll be working with people who value user research and design and you’ll be creating work you’ll feel proud of.

Day to day you'll:
• understand the needs and behaviour of users and know how to use this insight to underpin and drive the work that you and others do
• identify opportunities to better meet those needs, get better outcomes and find opportunities for cost reduction
• get to the policy intent for a service and be able to reframe problems to focus on users and desired outcomes
• communicate service concepts and ideas using methods that allow others to see all the different parts to a service, pulling together aspects such as user research, business design, data science, policy intent and key metrics
• facilitate workshops and other ways of collaborating with stakeholders across government or third parties
• understand the existing landscape that a service sits within and be able to design improvements to help support that new service, whether process based or digital.
• analyse failure within a service and identify root causes for that failure
• create and iterate concepts and prototypes
• contribute to appropriate service level agreements for new services
• identify and design new service patterns and standards that scale

• lead discussions at a senior departmental level and successfully negotiate policy and legislative change to support new services
• work with other specialists to design and create organisational or financial structures that support the delivery of new services
• look for commonalities in services across the department and across government

The ideal candidate will:
• be a proven and inspiring leader who instills confidence in others
• know how the internet works
• know how to work with user research insight
• have a related degree and relevant industry experience
• be able to sketch and prototype
• be able to work quickly in an agile environment
• be able to explain ideas in a way that others can understand
• be able to connect dots, make inferences, do the hard work to make things simple
• be able to write in a clear and simple way
• be able to think about the broader context of a service
• be able to influence the work or thinking of others in a constructive way
• assess services and be able to give constructive feedback
• explain decisions and represent services at assessments
• engage the whole multi disciplinary team with a good design process
• be able to influence how others work or think about problems, in a constructive way
• work autonomously
• provide thought leadership and represent government design internally and externally at conferences
• facilitate knowledge and grow skills in team members, supervise the work of others, help coach other designers
• negotiate design related decisions successfully with senior stakeholders

Please note we have opportunities in London/Croydon and Sheffield. To apply please follow this link this role expires on midnight the 6th June 2016.

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Published on 18-05-2016