Senior Service Designer

About The Role

We are looking for a Senior Service Designer. You will be reporting to a Lead Service Designer and support the Head of Practice to lead a stable and knowledgeable practice. On client projects, your expertise means you’ll manage or maintain the quality of the design work delivered. You’ll work as part of multidisciplinary teams, including others in DT Design and across TPXimpact as well as associates and client teams. You’ll support running the practice effectively as a line manager and mentor.

Responsibilities

• Support the Lead, Project Director, partner or sponsor to deliver successfully on a client project.
• Support delivery colleagues in raising issues quickly.
• Confidently communicate the value of service design and user-centered design approaches in digital design.
• Support business development activities led by others such as bids and client pitches/presentations.
• Adapt rapidly to constructive feedback.
• Comfortable having difficult conversations with others about project scope, risks and challenges.
• Contribute actively to Community of Practice activities through sharing your work, knowledge and approaches and help to define best practices to improve consistency of delivery.
• Stay up-to-date with the latest industry trends and technologies, and share this knowledge with others.
• Line manage others in your practice and escalate emerging issues to colleagues quickly.
• Adapt your approach depending on a client’s organisation culture, design maturity and appetite for change.
• Foster a culture of collaboration and continuous improvement on teams and across TPXimpact.
• Continuously maintain and update skills and knowledge to stay current within your relevant field of expertise.

Dimensions

Key performance indicators for the role include:

• Individual utilisation: 90%.
• Client satisfaction and quality assurance.
• Problem solving responsibility and complexity.

Internal / External interactions

Work effectively with the Lead, project director or sponsor to manage the client relationships successfully. You can be a trusted person to hold some of those conversations when needed. Contribute to sales activities (bids, blogging, case study). Line manage other designers.

About You

Professional knowledge and experience

Essential

• Able to partner and work with clients to build, grow, develop UCD Capability.
• User centred design and agile ways of working, working through the entire design process, from user research to creating, testing and rolling out new solutions.
• Navigating the complexities of public services and/or regulated industries, understanding the systems they’re part of in order to affect change.
• Identifying areas of opportunity for service innovation and how to design for them, having an inclusive approach, involving at-risk and hard to reach groups.
• Designing and leading in as-is and to-be prototypes, and be able to test them from participant recruitment to creating and evaluating new or improved touchpoints.
• Know how to carry out service audits and measure the performance of a service and able to make recommendations for improvements.
• Able to visualise and communicate strategic thinking and impact of change through engaging storytelling with senior leaders, stakeholders, users, and communities.
• Able to create business cases to surface opportunities and next steps towards service transformation and service led organisations.
• Knowledge in business models, understanding operating models and organisational models.
• Leads/mentors other designers.

Desirable

• History of working in an agency/consulting environment.
• History of working in Central Government on Alpha, Beta and Live projects following the GDS service standard.

Technical Skills

• Map complexity within a system and organisation; relationships, influences, dependencies, patterns, dynamics.
• Articulate service propositions and can develop different service models based on user and organisation needs.
• Translate ideas, from sketching through to high-fidelity designs to test assumptions and hypotheses, and bring ideas to life with stakeholders using an evidence led approach where you use data and research insights to support design decisions.
• Co-design approaches to bring different people together including users and stakeholders to help them understand the service landscape and how the service is performing.
• Prototype and testing end-to-end services and individual service components.
• Create visual and engaging artefacts to communicate experiences, problems, opportunities and ideas, including both high level conceptual diagrams and detailed service blueprints.
• Contribute to service backlogs and keep the user needs at the heart of the project.
• Support the design of inclusive and accessible products and services.
• Experience of working with technology and change specialists in technical and complex programmes of work that includes alpha, beta live phases.

Behaviours and PACT values

Purpose: You’ll be highly values driven, recognising that our clients' needs are paramount. You’ll be able to approach client engagements with professionalism, creativity and flair, whilst balancing our commercial and operational needs. You’ll work to ensure we have clear processes and guardrails in place to deliver well through how we organise and operate within our Design functions.

Accountability: When in a leadership position on a client project, you’ll be accountable for delivering your part of a project on time and under budget and working well with other leaders. You’ll set practice standards that align to our DT Ways and Missions. You will lead by example, promoting a culture where quality, client experience and the pursuit of imaginative solutions to client problems is foremost.

Craft: You’ll be able to balance multiple priorities while leading high performing teams and through establishing trusted relationships both inside and outside of TPXimpact. As a design or transformational leader who can lead others by example, you will need to navigate ambiguity and use your confidence here to quickly assimilate the direction and approaches that support positive outcomes for our clients and our business.

Togetherness: You’ll be able to collaborate effectively with others across TPXimpact. You’ll build strong relationships that demonstrate the importance of excellent delivery and client experience as a collective effort, rather than just focusing on your own area of expertise. You’ll thrive working with others, providing clarity around vision, objectives and holding high standards for our work through the capabilities your practice holds.

PACT values

• Purpose – The beating heart of our organisation, the impact we make on people, places, and the planet. Purpose is our driving force and at the core of our organisation.
• Accountability – As we apply flexibility, pace and growth through our self-organisation, we are accountable to all of our stakeholders.
• Craft – Craft highlights our dedication to bringing precision, problem-solving, and creativity to our work, both with our clients and internally.
• Togetherness – Togetherness is how we work; it captures the energy, fun, and user-centred approach that we embrace.

We would like to see a portfolio of your work as part of your application, so please don’t be shy and share with us.

About TPXimpact - Digital Transformation

We drive fundamental change in approaches to product and service development, delivery and technology. Our agile, multidisciplinary teams use technology, design and data to deliver better results, improving outcomes for individuals, organisations and communities. By working in the open, in partnership with our clients, we not only transform their systems and services but also build the capability of their teams, so work can continue without us in the longer term. Our focus is sustainable change, always delivered with positive impact. We’re an inclusive employer, and we care about diversity in our teams. Let us know in your application if you have accessibility requirements during the interview. We encourage hybrid working; our team is based across the country, both remotely and from our offices and hubs. Depending on your project, you will be typically expected to attend a Leeds, London or Manchester office once a week.