Senior Service Designer

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 works for us, and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you.

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

This role is in Chief Technology and Design Office, part of HMRC’s Chief Digital and Information Office (CDIO). We are responsible for managing all IT demand and change coming into CDIO, as part of this we ensure User Centred Design is at the heart of our designs. This enables us to ensure the solutions we deliver maximise success rates for internal and external users, and so maximise business outcomes and minimise costly rework.

Job description
HMRC is looking for Senior Service Designers who are passionate about User Centred Design, supporting the work of either our Policy Lab team or our newly formed Enterprise Service Design team.

HMRC’s services are complex, you need to enjoy tricky problems and thinking broadly about how services and policies will interact. 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.

We want people who are curious about who will use a service, how they will interact with it, how something can be improved and how as designer you can test your design ideas.

Alongside working on a policy or service problem you’ll be a member of a developing service design community; the community provides a safe space to test out design ideas and offer support to other service designers to attain the best possible outcomes.

If this sounds like the sort of thing which excites you, this is the job for you. Watch this video, where we talk about what HMRC does and then how the work we do helps create better services.

Responsibilities
As a Senior Service Designer, responsibilities include:

- Providing service design leadership on complex projects and in support of other service designers, including the management and/or coaching junior designers.

- Developing a knowledge of policy intents as well as a clear understanding of user needs in a given policy and/or organisational context.

- 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.

- Analysing failure within existing services and/or identifying potential unintended consequences of policy options, and creating recommendations to address these, particularly through policy approaches.

- Mapping current service journeys and designing blueprints for improved and/or new services.

- Effectively communicating complex information and ideas using diagrams, prototypes and written narratives.

- Using facilitation skills to develop a common understanding of a challenging policy problem or potential policy options and enable design-led decision making.

- Building strong relationships within Policy Lab and Enterprise Service Design teams and with other stakeholders across teams and service domains.

Essential Criteria

You will already have experience and understanding of:

- Designing complex services that meet user needs and are delivered through integrated digital products and/or non-digital services.

- User research practice, experience in using metrics and user insight to define/refine services and the ability to work collaboratively with user researchers to scope research and interpret research findings .

- Leading the analysis and synthesis of data and research to create user journeys, diagrams and service flows.

- Developing and evaluating strategies and designs to ensure that user needs and policy intent are being met.

- Facilitating and collaborating with teams and stakeholders to help define the problem that needs to be solved, work through challenges, build consensus and enable good design decisions.

Desirable Criteria

Ideally you will also have knowledge and experience of:

- Working with the Service Manual and/or (url removed) standards and working practices.

- New and emerging technologies and an understanding of digital delivery platforms and the importance of creating and managing inclusive services. services.

- Mentoring and/or coaching others