Service Designer

Manchester Digital; Cardiff; On-site; GBP 35,000 - 56,000; Full time

Benefits offered by this job

Flexible working with no core hours (6

30 days annual leave + Bank Holidays

Civil Service Pension scheme (28% avg.

Job summary

Companies House is seeking an experienced Service Designer to lead on mapping service flows and collaborating with stakeholders to identify user-centred solutions. The role sits in the UCD team within the Product Design Directorate, a cross-disciplinary community dedicated to delivering accessible, user-friendly services.

You will advocate for user needs, work with product managers, designers, researchers and analysts to map experiences, and explore how the organisation can simplify complex

Qualifications

• Experience in stakeholder engagement within public/central government or large organisations.
• Proven ability to design user-centred services and map end-to-end journeys.
• Experience working in an agile environment with multidisciplinary teams.
• Knowledge of service design practices, personas and journey mapping.

Responsibilities

• Advocate for user needs and influence delivery of services.
• Lead the mapping of end-to-end user experiences across digital and non-digital journeys.
• Collaborate with product, technical, policy and communications teams to explore solutions.
• Develop design concepts using common government components and patterns.
• Ensure accessibility and inclusive design principles are embedded in delivery.
• Identify high-level needs and epics to inform roadmaps and backlog prioritisation.
• Promote and embed user-centred design across the organisation.

Skills

Stakeholder engagement

User-centered design

Agile working

Service design

Facilitation

Job description

Job summary

• Are you an experienced Service Designer looking for a new opportunity?
• Do you enjoy working closely with stakeholders to identify the most user centred solution?

Then we have the role for you!

Companies House has a well-established User Centred Design team within our DDaT directorate which includes a team of interaction designers, content designers, user researchers and performance analysts. Our services are critical for the UK economy and as an organisation we are committed to making them as user friendly and inclusive as possible. We are looking for an experienced Service Designer to join the team who will lead on mapping our service flows and working with stakeholders to identify the most user centred solutions.

The User-Centred Design (UCD) team sits within the Product Design Directorate, alongside the Product Management and Business Analysis teams. The UCD team is a community of 6 teams. There are: Service Design, Interaction Design, Content Design, Accessibility, User Research, and Performance Analytics. Each team supports each other to review insights from our performance analytics and user research to understand user needs and co-design user-centred services.

Our core values are empathy, collaboration and making working together fun!

Our strategic objective is to innovate and ensure the organisation delivers services that work for everyone.

Why choose Companies House?

At Companies House we take a proactive approach to wellbeing by promoting a welcoming culture, healthy work life balance and supporting colleagues to be their best in work because we know people are the key to our success.

Our Benefits Include

• Flexible working with no core hours (between 6am and 8pm)
• 30 days annual leave + Bank Holidays
• Enrolment into the Civil Service Pension scheme, with an average employer contribution of 28%

Find out more about what a great place Companies House is to work

Please note: Companies House cannot offer Visa sponsorship to candidates through this campaign.

Job Description

As our digital ambition is to move towards a service led organisation, we are currently in the process of mapping out the end-to-end user experience to move towards a simple and intuitive design that meets the needs of all our users and delivers the objectives of the Economic Crime Act.

As a service designer, you’ll be an advocate of user needs and the GOV.UK Service Standard. This role will be critical in mapping the “as is” user experience, highlighting user pain points and exploring how we can solve the whole problem for users.

By bringing together key stakeholders, you’ll aim to ensure that there is a common understanding of our service design challenges for both digital and non-digital user journeys and engage with product, technical, policy, and communications teams to explore different solutions.

You Will

• act as an advocate of user needs and service design, and influence the delivery of services to ensure that these user needs are met
• work with a multi-disciplinary team, including service managers, product managers, content designers, interaction designers, user researchers, performance analysts, and technical, policy and operational colleagues
• have responsibility for service design across complex services, ensuring services solve the whole problem for users and meet both user needs and policy intent
• lead on the development of design concepts for services, making best use of common component design patterns from across government, and iterating based on research, analytics and user feedback
• provide expertise to the team on accessibility requirements and inclusive design
• help identify high level needs and epics to influence the product roadmap and how the backlog is prioritised
• map the experience of users and highlight areas where it can be improved
• explore ways of simplifying complex end-to-end processes for digital and non-digital journeys
• identify design challenges and explore ways of solving them using best practice across government
• understand and work within constraints to deliver the most user-friendly solution to userspromote the value of service design across the organisation

Person specification

We are looking for the following experience and skills which will be assessed at sift and interview.

The Successful Candidate Will Be Someone Who Has

• experience of working in an agile environment with multidisciplinary teams
• experience of designing services for a wide range of users including novice users and users with assisted digital and accessibility needs
• ability to understand technical limitations and work within constraints to deliver the most user-friendly solution to users
• expert knowledge of the discipline of service design including mapping user experience and writing personas for multiple audiences
• experience of using different methods of telling the user stories
• experience of having difficult conversations with stakeholders and trying to influence their decision making based on user needs
• expert knowledge of the discipline of service design including mapping user experience and writing personas for multiple audiences
• experience of leading and developing others and growing a community of practice
• ability to influence stakeholders and promote the value of user-centred design
• familiarity with GOV.UK accessibility regulations and inclusive design
• knowledge of the GOV.UK Service standard, GDS Design System, and the milestones of each delivery phase according to the Service Manual, or equivalent
• an awareness of the GOV.UK Design system and the GOV.UK Style guide