JOB PURPOSE

• Responsible for designing the end-to-end journey of services within larger teams and on more complex services based on evidence of user needs and organisational outcomes.
• Directly lead the service design of our complex, risky and interdependent new digital products, and services, working in multidisciplinary teams to identify, understand and validate through prototyping, opportunities for new and amended service processes and technologies, including working across multiple product teams concurrently to deliver services end to end from discovery to live.
• Contributing to service design and the creation of standards, guidance, and style patterns, contributing to developing the service design community, embedding service design standards, working in the open and keeping the user at the centre of all you do.

DUTIES AND RESPONSIBILITIES

• Work closely with large, complex service areas to help them build their digital transformation plans, helping them to map and see opportunities to transform their areas, coaching them to build ambitious plans.
• Take a key role in the planning and allocation of service design team members into service transformation programmes as well as direct responsibility for working as part of a multidisciplinary team to identify, understand and validate through prototyping, opportunities for new and amended service processes and technologies
• Map service and user journeys, helping services understand opportunities to transform; prototyping and wireframing interactions to help design new services
• Contribute to setting standards of practice and behaviour based on modern industry standards and your experience; run events and give development opportunities.
• Working with other members of multidisciplinary teams, specify and design end-to-end services for complex and interdependent services, across all channels: help to define user needs, business objectives, scope, constraints, evaluation and prioritisation of user stories and identification and mitigation of design challenges.
• Work across the organisation to determine service opportunities, and specify effective business solutions, including improvements in information systems, data management, practices, organisation and equipment.
• Work with service areas to map their business flows, inspiring their ambition and helping them to streamline processes as well as understand their interconnection with the rest of the organisation.
• Prototypes services and interactions to help service areas understand the possibilities of transformation. Use different prototyping methods for different needs; help services to understand how to make prototypes turn into services.
• Ensure that views of all parties, including end-users, are fully considered, verified, and validated and that appropriate prioritisation is applied to meet business objectives.
• Take a lead role in the iterative design and development process, providing expertise in the optimisation of accessibility and usability, ensuring that solutions meet the agreed standard.
• Take part in user research, using data and narratives you learn to better design and iterate services.
• Evaluate and undertake impact analysis on design options taking account of different levels of sophistication for different users (eg, web-based systems and business systems).
• Build service patterns across the organisation which encompass not just digital service delivery but all channels and methods of access; patterns must balance user needs, business needs and technology constraints as well as balancing pragmatic design with ideals.
• Be a role model for IT&D’s values and lead by example to help transform the culture of the organisation; fostering a high trust, empowered and inclusive environment where teams and individuals thrive and perform at their best.

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