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SC Service Designer

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  • UK, London
  • £550+ per day
  • Contract , 4 months
  • Full time

Our Government client is currently recruiting for an SC Service Designer, on a an initial 4 month contract paying £550 P/D outside IR35.

Role: Service Designer

Contract Length: End of the financial year 31/03/2022 initially

Location: London/ Hybrid - Remote 3 days/week with Wednesdays and 1 other day in the office

IR35: Outside

Pay Rate to Candidate: LTD £550

Minimum Requirement:

- Experience of working in comparable service design roles in government in product delivery

- GDS Experience

- Ability to understand end-to-end processes

- Working as part of a multi-functional team

- Experience with outsourced Products would be beneficial

Consular Directorate is implementing a five-year Digital, Data and Technology investment known as the Resilient Consular Services Programme. The programme will provide resilient, personalised support to British people abroad from the moment of first contact through to case resolution. Consular Directorate are replacing core IT systems over two years – case management, crisis response, and real time business intelligence.

As a service designer, you will be confident in developing designs for services based on evidence of user needs and programme outcomes. You will make good decisions, recognise when to ask for further guidance and support, contribute to the development of design concepts and be able to interpret evidence-based research and incorporate this into your work.

You have experience of working in agile, including an awareness of agile tools and how to use them. You have the ability to see outside of the process. You will listen to the needs of technical and business stakeholders, and interpret them in a way that is clear for both audiences. You know how to manage stakeholder expectations. You can be flexible and you are capable of proactive and reactive communication. You know how to facilitate difficult discussions within the team or with diverse senior stakeholders.

You know how to work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can pull out issues through agile health-checks with the team to provoke the right responses.

You are responsive to changes in technology, adapting your approach accordingly. You understand the importance of assisted digital and can design services and make decisions to meet users needs. You can absorb large amounts of conflicting information and use it to produce simple designs.

You can identify constraints and can communicate about these and work within them. You know how to challenge the validity of constraints. You can ensure standards are being met. You can generate multiple solutions to a problem and test them.

You contribute to best-practice guidelines. You understand the sustainability and consequences of your decisions and can make decisions characterised by managed levels of risk and complexity. You can resolve technical disputes between wider peers and indirect stakeholders, taking into account all views and opinions. You actively soliciting prototypes and testing with others. You can establish design patterns and iterate them. You can use a variety of methods of prototyping and choose the most appropriate ones. You can write HTML and add new tags. You can define strategies and policies, providing guidance to others on working in the strategic context. You know how to evaluate current strategies to ensure business requirements are being met and exceeded where possible.

You know how to collaborate with user researchers and can represent users internally. You understand the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to be used.

Context and environment:

Consular Services Department’s purpose is to provide British people with excellent 24/7 consular services. The Department launched in early September 2020, as a result of the COVID lessons learned. CSD takes responsibility for those services which British people abroad can access directly whether or not a consular section is open. These include: our phone, written enquiry, and social media services in our Consular Contact Centre; our remote processing and issuing of urgent documents in our ETD Service Centre; our digital services (such as notarial & document services, assistance, and registration); and the presentation of consular content on GOV.UK.

CSD also has a remit to further improve the ‘end-to-end’ consular services we offer British people. Specifically, we want to ensure that the ‘always on’ global 24/7 services are fully integrated with the more specialist and face-to-face services we provide, working collaboratively with posts or colleagues in the wider Consular Directorate.

Accountabilities, responsibilities and main duties:

Key responsibilities:

• Leading on the service design approach for projects, understanding strategic priorities and identifying knowledge gaps. Selecting the most appropriate methods and considering constraints around time, budget and recruitment

• Lead on User Centred Design, with a view on how service design works with content and interaction design to ensure that all aspects work to produce the best possible outcome.

• Working within a fast-paced, agile delivery environment, as part of a multidisciplinary team working with developers, user researchers, delivery and product managers (among other roles)

• Awareness of qualitative and quantitative research methods, supporting User Researchers to uncover insights and user needs

• Understanding and documenting ‘as is’ service journeys. Identifying pain points, inefficiencies and opportunities for improvement across whole services

• Facilitating effective co-design workshops to determine future service vision, journeys, processes and interactions

• Aligning multidisciplinary teams to ensure a holistic, joined-up service is created for users

• Translating user needs and organisational requirements into effective ‘to be’ service design. Working within project constraints, challenging where appropriate

• Ability to create low fidelity prototypes to communicate ideas and concepts, e.g. sketches or wireframes

• Providing and implementing recommendations for iterations or improvements based on regular user research, analytics, behavioural data and testing feedback

• Creating high quality service design deliverables such as personas, journey maps and service blueprints

• Create user journeys to define touch points, pain points, opportunities, and relationships between personas.

• Define requirements with the technical team through agile ways of working.

• Regularly present initiative and design updates to various stakeholders.

Knowledge and Skills Required:

• Experience of designing inclusive services that are accessible to everyone, including users with low digital skills or disabilities.

• Excellent communication skills, sharing design ideas and rationale/evidence, and bringing the future service vision to life using storytelling and visualisation techniques, building engagement

• Confident in managing the expectations of multiple stakeholders of varying seniority levels, and using your influencing skills to achieve the best outcomes for users and the business

• A solid understanding of the Government Service Standard and how it applies to your role

• Ability to identify measures of success, tracking the effectiveness of service changes

• Experience of working on complex government services, delivering to the Government or NHS Service Standards (ideally including representing Design at Government service assessments)

• Experience of working in and navigating multi-stakeholder environments

• Experience of working as the sole UX Designer owning the entire end-to-end design process

• Experience of working in a holistic service design environment, designing solutions/interfaces for both external users and internal staff

• Experience or skills in other areas of user-centred design, such as User Research, UX Design or Content Design, in order to support the wider team where needed

• Ability to create higher fidelity / HTML prototypes where appropriate to communicate ideas

• Experience of mentoring and upskilling other people in user-centred design methods and ways of working

Values and behaviours

• Passion and empathy for user needs, inclusion and design for social impact

• Confident taking the lead, able to motivate and coordinate others, influence stakeholders and make good decisions

• Proactive and take ownership of your work, knowing what needs to be done and delivering to a high standard

• Ensure we’re solving the right problems for our clients and users, and have a positive and solution-focused mindset

• Collaborate and build strong relationships with team members and stakeholders, combining your expertise to co-design the best solution for the user and the organisation

• Work openly and transparently, involving your team and stakeholders in the design process and actively sharing learnings with the wider Different and client teams through communities of practice, Lunch and Learns, and blogs or podcasts

• Comfortable managing competing priorities and requests, and delivering at pace

• Self-starter, keen to learn and develop

Relevant experience

• Experience working with Service and Business Design.

• Experience working with established design teams and contributing to internal process improvements.

• Proficiency with Customer Journey Mapping and Prototyping tools.

Who we believe you are

• You are a cultural change agent - a design practitioner who sees immense potential for change.

• You are open to opportunity and can see the bigger picture, keeping consumers and colleagues front of mind as you embrace the opportunities that our diversity offers.

• Thrives working collaboratively - you build trust, good working relationships and communicate effectively with your colleagues and across functions.

• You are humble and open minded - for you, every challenge offers opportunity and potential. You just have to find it.

• Whether face-to-face or on the phone, you can communicate plans and articulate your ideas with colleagues and customers at all levels.

• Comfortable managing competing priorities and requests, and delivering at pace

• Self-starter, keen to learn and develop

Security Clearance: SC Cleared – & British Nationality

CV Deadline: 14/12 @4pm

Interview Process: Stage 1 teams

  • Contact: Jordan Key
    020 7531 5757 (Offline)
  • Date: 19.01.2022
  • Deadline: 02.02.2022
  • Quote ref: 100394/51702

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