Senior Service Designer

On behalf of DWP, we are looking for a Senior Service Designer for a 12 Month hybrid (Inside IR35) contract based up to 3 days per week in Manchester, Birmingham or Leeds.

As a Senior Service Designer, you are an experienced practitioner. You will have experience in driving awareness of service performance and improvement needs which have resulted in successful service outcomes. You understand user needs and business or policy goals and are able to visualise whole services, both end to end and front to back, across business areas or departments in order to reduce or remove issues and problems. You will be able to lead a small team of service designers or work with senior stakeholders to establish service design methods, leading communication with stakeholders, leading workshops and using design patterns to support strategy and decision making across their team or business area. You are able to define good practice and make sure that useful guidance, tools and patterns are available across services and teams to solve recurring problems for users. You will support the service design community by organising or taking part in meetups to share work openly.

Key Duties/Responsibilities
. Understand user needs and design services that meet them and collaborate with multidisciplinary teams to understand user behaviour and feedback
. Demonstrate good working knowledge of service design in practice
. Analyse research findings, data, insight gathering, critical thinking and concept generation
. Have a strong grasp of qualitative and quantitative research methods to service user needs and work with researchers to conduct these studies
. Lead workshops to drive actionable outcomes
. Align and support the communication with product owners and policy colleagues to define the customer journey and articulate the vision for products and services
. Understand as-is service design and identify improvement opportunities
. Analyse pain points within services and build design solutions that fulfil user needs and business outcomes
. Use prototyping methods to communicate ideas and concepts with real users to encourage collaboration and iterative processes
. Lead the articulation of insights and stories around the strategy and concepts being designed
. Manage stakeholder needs across different areas with a focus on supporting discussions at senior departmental level
. Contribute to building an open and collaborative culture within the department and the design community
. Analyse and identify cost saving opportunities whilst implementing best practice service design
. Own and create high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints
. Actively provide support and mentor team members
. Support the capability and promote service design in and beyond the department

Please be aware that this role can only be worked within the UK and not Overseas.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".