Senior Service Designer (7+ years’ experience) to work within cross-functional teams, applying human-centred design methods to transform public services, streamline processes, and enhance user experiences.
Must Have Skills Minimum 7 years’ experience as a Service Designer (or equivalent) demonstrating expertise in human-centred design. Hands-on service design research and outputs experience, including creating deliverables such as journey maps, service blueprints, and prototypes. Proven track record working in cross-functional product teams within an Agile environment Strong knowledge of user story creation and backlog refinement for iterative development. Experience planning, conducting, and analyzing findings from qualitative field research. Experience planning, conducting, analyzing findings from, and reporting on co-design workshops with service users. Experience observing, analyzing, and reporting on usability testing of production or prototype systems. Demonstrated success delivering end-to-end digital services, including concept testing and service prototyping. Experience working with change management, policy adjustments, or organizational changes as part of service transformation.
Responsibilities Integrate human-centred design methods into program review and digital transformation projects. Conduct field research, user interviews, and co-design workshops to gather qualitative and quantitative insights. Collaborate in cross-functional product teams to define user stories, refine backlogs, and plan sprints. Develop prototypes, journey maps, service blueprints, and other design artifacts iteratively, evaluating feasibility and refining based on feedback. Conduct usability testing, concept testing, and service prototyping to validate solutions. Analyze user and staff experience across various channels (mobile, web, phone, face-to-face, etc.) to identify gaps, opportunities, and solutions. Deliver service performance measurement, analysis, and reporting, ensuring continuous improvement of digital services. Facilitate change management activities (e.g., process re-design, policy updates, organizational adjustments) to integrate new solutions into current service operations. #LI-CC1
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