Senior Service Designer

Service Design Jobs; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

HMCTS’s Digital Delivery team is redesigning courts and tribunals to be user-led, accessible and digital where appropriate. A Senior Service Designer will lead on end-to-end design of complex services, collaborating with researchers, analysts and frontline staff to identify pain points and iterate effective solutions.

You’ll drive multi-channel service design, engage stakeholders, coach designers, and help create and maintain service roadmaps while ensuring user needs shape policy and delivery.

Qualifications

• Experience designing digital services end-to-end in complex environments.
• Ability to collaborate with researchers, analysts and frontline staff.
• Proven track record in improving user journeys and service outcomes.

Responsibilities

• Design services across multi-channel journeys with service journey maps and blueprints.
• Facilitate co-design with judges, operational leaders and programme directors.
• Embed in agile delivery teams and help visualise outcomes and roadmaps.
• Coach and mentor other designers and grow the design community.
• Translate research findings into actionable insights to inform service development.
• Influence progress with senior stakeholders and balance risk in decisions.

Skills

Stakeholder management

User-centred design

Mentoring and coaching

Team leadership

Design systems

Creative problem solving

Job description

Job description

We’re looking for a Senior Service Designer who is passionate about designing digital services that are simple enough for everyone to use. You'll play a key role in building our capability to design and continuously iterate world-class, user-centred, inclusive services for internal and external users. The Digital Delivery team at HMCTS is redesigning and rebuilding our courts and tribunal services around the needs of our users – ensuring our services are accessible, easy to use, digital (where necessary and appropriate) and well supported for all users.

Within Digital Delivery, the User-centred Design team works with HMCTS projects and programmes to support our core design principle of being user-led in everything we do. As a service designer, you'll work closely with user researchers, analysts and frontline staff to understand pain points for our internal and external users, then design, test and iterate consistent ways to fix these issues.

Key Responsibilities:

We are looking for a senior service designer with a track record of:

• designing systems for use across multiple complex services based on user needs and can identify the simplest of a variety of approaches
• interpreting the needs of technical and business stakeholders, managing stakeholder expectations and hosting difficult discussions in the team and with senior stakeholders to influence progress.
• making decisions characterised by medium levels of risk and complexity and recommending decisions as risk and complexity increase, building consensus between services or independent stakeholders.
• bringing people together to form a motivated team and help create the right environment for a team to work in, mentoring and developing the team as needed.
• leading the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met. (Skill level: expert)
• identifying, communicating and working within constraints, challenging the validity of constraints when appropriate and ensuring standards are being met.

Essential Skills

• You will lead on the service design for a complex product or service, as part of a user-centred design and research team.
• You'll be comfortable working autonomously to help key stakeholders such as judges, operational leaders, service managers and programme directors understand the importance and value of a user-centred approach to designing court and tribunals services.
• An expert in evidence-and context-based design, you'll use insights from research to find, test and refine the best solutions to meet user and business needs across whole user journeys.
• An advocate for a user-centred approach, you'll give direction on tools, teams and methods needed to solve user problems and play an active role supporting others in our growing community of practice.
• You’ll coach, mentor, train and develop other designers, supporting the growth and development of the design team and creating the right conditions for supportive communities of practice to grow and thrive.
• An experienced and credible strategic thinker, you'll lead the design, communication and implementation of service strategies and approaches. You'll evaluate new and existing services against strategies, frameworks, design systems and policies to ensure that user and business requirements are met (and articulate what happens if they aren't).
• You'll work closely with other designers, researchers, analysts and technical experts to help our users complete their goals quickly and easily; minimising support costs (and other failure demand) as well as improving efficiency and reducing the time needed to process applications.

You’ll be expected to:

• Design services that work for different users across the various channels we offer for court and tribunals service journeys, developing service journey maps, service blueprints and high-level prototypes
• Work with judges, operational leaders, technical teams and other key stakeholders to facilitate the co-design process; developing a deep understanding of their needs, managing expectations and agreeing service propositions
• Work as an embedded team member within agile delivery teams, helping manage and visualise outcomes, prioritise work and develop service roadmaps from minimum viable products to full live services
• Be an active member of HMCTS' user-centred design community, collaborating with others and using your experience and specialist knowledge to coach and mentor others
• Support and manage other designers, assuring quality work and behaviours and helping them develop experience through personal development plans and opportunities to rotate between teams
• Actively participate in user research, helping translate research findings into actionable insight to inform service development

Person specification

Please refer to the Job Description

Behaviours

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

• Seeing the Big Picture
• Making Effective Decisions
• Communicating and Influencing
• Changing and Improving

Technical skills

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

• Your presentation will be assessed against GDD Capability Skill 1 - Lead and Design. Details will be sent nearer the time.