Senior Service Designer

About the role:

Collaborative and Communicative

Key Responsibilities

• Assure the successful design and delivery of public services by applying a holistic Service Design lens across technology, policy, process, and organisation.
• Build service design maturity, facilitating the design process, communicating complex service decisions to teams, and setting strategic expectations with senior stakeholders.
• Design, prototype and test seamless (online and offline) services, ensuring all organisational, service, and user outcomes are aligned.
• Championing the practice across Made Tech through CoP participation, development and delivery of training/briefings, providing coaching and mentoring support, etc
• Build trust with clients by demonstrating the value of a Service Design approach and understanding their strategic needs for service improvement.
• Support the commercial team to win new work by contributing strategic Service Design thinking and reviewing bids related to service transformation and user-centred design (UCD).
• Represent and advocate for user-centred Service Design publicly and internally through talks, blogs, and case studies, contributing to the definition of Made Tech's Service Design principles.
• Take an active role in the Service Design community, leading on developing and sharing good practice, and actively supporting the hiring and retention of expert Service Designers.

Skills, Knowledge & Expertise

• An expert in using core Service Design tools, including but not limited to Service Blueprints, Ecosystem Maps, and Stakeholder Maps, as well as prototyping tools like Figma and the GOV.UK prototyping kit.
• Experience of championing the value and practice of Service Design internally and externally, influencing clients, partners, and peers on its contribution.
• Able to coach and mentor other designers, defining and setting the Service Design standards which others will apply across our engagements.
• Lead activities to map the existing service landscape, identify user and business needs, and create a shared, cross-organisational understanding of the problems to solve.
• Map and prototype end-to-end service experiences, clearly articulating user journeys, touchpoints (digital and non-digital), front-stage interactions, and back-stage processes using Service Blueprints.
• Make public services simple to explain, understand, and use by removing unnecessary complexity and keeping designs focused on creating positive outcomes for people and society (internal and external users).
• Ensure designs consider the entire service system, understanding the relationship between digital interfaces, policy, operations, and the overall client organisational requirements.
• Takes responsibility for understanding client ambitions, collecting insight, delivering analysis and problem resolution
• Identifies, evaluates and recommends options
• Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements. Seeks to fully address client needs and implements solutions if required
• Enhances the capabilities and effectiveness of clients, by ensuring that proposed solutions are fully understood and appropriately exploited

Key Measures