Senior Service Designer - Newcastle upon Tyne, United Kingdom - HM Revenue and Customs
Description
Details:
Reference number:
Salary:
- £52,598 - £59,294
- All new entrants will start on the band minimum
Job grade: - Grade 7
Contract type: - Permanent
Business area: - HMRC
- CDIO
- VOA Customer Group
Type of role: - Digital
- Information Technology
Working pattern: - Flexible working, Fulltime, Parttime
Number of jobs available: - 1Contents
About the job
Benefits:
Things you need to know
Location
- Bristol, Cardiff, Edinburgh, Leeds, Manchester, NewcastleuponTyne, Telford, WorthingAbout the job
Job 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.
HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers.
Our role sits within HMRC's Chief Digital & Information Group (CDIO) we're increasingly delivering in-house through our growing network of digital delivery centres - hi-tech, state-of-the-art facilities across the UK.
Valuation Office Agency Customer Group (VOA CG) provides digital services and IT support to the Valuation Office Agency (VOA): drawing on HMRC's digital expertise to ensure our customer (the VOA) gets the right level of service as well as building and supporting specialist, unique services.
You will be flexible and adaptable, working with a sense of urgency and be passionate about having 'The Customer' at the heart of what you do.
Job description:
This is a new role as the Senior Service Designer managing a team of design professionals and playing a key role in a high-profile business transformation programme supporting to reimagine itself as a digital, user focused organisation.
You'll own the end-to-end service design of the product working in a multidisciplinary team, alongside policy experts, user researchers, designers, product managers and technology experts, to develop integrated user-centred public services.
Person specification:
Responsibilities:
- Provide design leadership to support usercentred service approaches based on insight and evidence.
- Identifying future service opportunities and propositions that meet user needs and deliver on government intentions, and communicating the rationale and potential benefits of those propositions.
- Leading teams and customers to develop service propositions into designs, making good design decisions, including the identification of risks and mitigation.
- Developing policies and organisational intents as well as a clear understanding of user needs.
- Helping to plan user research and collaboratively analysing and synthesising the results of user research.
- Analysing failure within existing services, identifying root causes for that failure and creating recommendations to address that failure.
- 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.
- Leading collaborative relationships with customers across teams and service domains.
- Mentoring and coaching within the design community, line managing more junior designers.
Essential Criteria
- Significant experience designing services that are delivered through integrated digital and/or nondigital services.
- Experience using design in the development of strategy, including the evaluation of strategies and policies to ensure that business requirements are being met.
- Significant experience planning service design projects, including developing highlevel project plans for design activity.
- Significant experience leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows.
- Significant experience preparing and communicating research, workshop and design outputs, for example: service maps/blueprints and design presentations.
- Experience in using metrics to define/refine services and the ability to work collaboratively to research findings.
- Significant experience
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