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Head of Service Design

Job No:


Employer Reference:

SOC Code:


59,093.00 - 74,446.00  per year



Croydon UK


Full time

Date posted

Nov 13, 2017

Closing date

Pension details


We?re looking for a Head of Service Design to help the Home Office and other parts of government design and deliver joined up, end to end services. This includes designing the environment, standards, patterns and structures to support better service design by everyone, and leading and growing a team of what is currently nine specialist service designers. This is a senior role in one of the largest government departments with enough autonomy to do the kind of work we hope you?ve always wanted to do. About the Home Office The Home Office works on important public services. Services like getting or renewing a passport, getting permission to come to or stay longer in the UK, entering the country or returning to it. We work on problems such as how people prove their identity, how to get the permission they need to do something and what the people providing services need to do their work more efficiently. We design with data and we build platforms, registers and other building blocks of good services. The organisation values user centred design with a team of more than 70 people specialising in content design, user research, interaction design, service design and graphic design. About the Service Design Team The Service Design team at the Home Office works alongside user researchers, product managers, policy advisors, strategists, architects, developers and many others to re-design and build effective and efficient services. We?re part of a wider community of over 800 designers working in the UK government. Responsibilities You will: - provide service design leadership and direction at the Home Office and contribute more widely to the future of service design across government. - work closely with other government departments for a cohesive approach to service design as well as to design services that need to work across departments where necessary. - prioritise understanding the needs and behaviour of users and help teams use this insight to underpin and drive the work they do. - provide leadership, support and recruitment for a small team of experienced service designers. - raise awareness and visibility of what good services and good service design looks like, mentor and coach individuals, service teams and other parts of the organisation, including how to design accessible digital services. - support wider awareness and education efforts across the department through training and workshops to help everyone design better services or to make better decisions that influence services. - understand and/or challenge the broader context and rationale for services as well as the finer detail. - help others to think through, communicate and help people understand how things could be, using various approaches such as sketches, scenarios, diagrams. - help others to analyse failure within a service, identify root causes for that failure, frame problems and identify desired outcomes and key measures. - synthesise multiple inputs or views of the world, such as user research, operational insight, data trends and patterns, organisational intent and technical architecture and wrangle it all in to a coherent vision of what actually needs to happen and why, using this to help align the work of multiple teams and individuals. - share valuable and reusable insight and experience with the wider community and represent government design internally and externally at conferences. Essential Skills You will: - be an experienced design leader with a strong user centred design practitioner background, skilled in inspiring and leading change within an organisation. - have experience and evidence of designing or re-designing good services and/or helping others to do so. - have good knowledge of digital approaches and technology to understand how services can work better, able to help others expand their knowledge. - have a related degree and/or relevant industry experience. - be able to prototype services or parts of them and create diagrams that clearly communicate services or situations. Desirable skills - be familiar with wider government strategy and position around digital and design. - know how to make services accessible to the greatest range of people and needs. - be able to influence the work or thinking of others in a constructive way, presenting information and arguments clearly and convincingly. - be experienced with user centred design in an agile environment as well as how to use hypotheses in design, make evidence based design decisions and facilitate others in an organisation to do so. For further information and details of how to apply please visit the Civil Service Website 

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Home Office

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