Overview
In this Service Designer role, you’ll shape policy decisions through user-centred design for HMRC Policy Lab. You work on complex services that millions use, aligning policy intent with digital delivery and improving interactions across channels. You’ll join a community of practice to test ideas and support colleagues, while promoting inclusive, government-wide design standards. This is a mission-focused opportunity to influence public services at scale and to grow within a collaborative, flexible working environment.
Pay / Benefits
- pension contribution to Civil Service Defined Benefit Pension scheme
- flexible and hybrid working
- generous leave (25–30 days)
- Alpha pension contributions (minimum 28.97%)
- family-friendly policies
- personal development and coaching
Responsibilities
- Provide service design expertise across complex services and policies to shape policy decisions
- Develop understanding of policy intent and design user-centred services that meet user needs and fulfil business outcomes
- Use and promote best practice and standards to design inclusive services consistent with the rest of government and HMRC
- Analyse pain points and failure points within services and create recommendations to address issues
- Map current service journeys and design service blueprints for new or improved services
- Communicate complex information using sketches, scenarios, diagrams, maps, prototypes, and narratives for multiple audiences
- Build collaborative relationships within teams and with stakeholders across the organisation
- Facilitate design discussions with teams and stakeholders to build shared understanding and solve problems
- Actively participate in the service design community within HMRC by facilitating sessions and supporting initiatives
- Seek opportunities for learning and improvement by obtaining feedback from colleagues and the business
Key requirements
- Designing services that meet user needs and organisational outcomes across all channels
- Using user research and data to understand user needs, identify problems, inform design decisions and influence stakeholders
- Communicating information and ideas using sketches, journeys, diagrams, maps, prototypes, and narratives
- Planning and facilitating workshops with stakeholders, users and internal users
- Engaging and collaborating with teams to build a shared understanding and facilitate design-led decision-making
- Experience working in agile, multi-disciplinary teams
- communication
- facilitation
- collaboration
- Evidence-based design
- Designing strategically
- Designing together
Service Designer in Edinburgh employer: United Kingdom Government
At HM Revenue and Customs, we pride ourselves on being an exceptional employer that fosters a culture of inclusivity, collaboration, and continuous professional development. As a Senior Business Analyst, you will have the opportunity to lead transformative projects in a dynamic environment while benefiting from flexible working arrangements and a commitment to employee growth. With a focus on meaningful work and a supportive team atmosphere across various UK locations, HMRC is dedicated to helping you thrive in your career.
