Description
Location: Glasgow office 1-2 days a week, remote 3-4 days per week. Non negotiable.
Pay rate: £550pd Inside IR35 MAX
Duration: 6 months
Position: Service Designer
As a Service Designer your main responsibilities would be to:
- Lead the team in delivering project responsibilities on time and within budget, ensuring professional and effective delivery execution across the design life cycle
- Coach and mentor the team; developing their skills, expertise and working practices as well as delivering their day to day responsibilities
- Support Service Owners in performing current state analysis and understanding areas of risk, improvement and opportunities to meet both the service users' needs and business and technical strategic objectives
- Understand the wider business implications of services and communicate effectively the impacts of change on the service level and business objectives
You'll have relevant experience in:
- Relevant experience of Service Design and Delivery in either the public or private sector, including business process change, user experience change, balancing user needs with business objectives and linking business and technical strategy
- Strong business management experience including planning resources, estimating, defining measurement systems and tracking delivery against targets
- Applying Agile and Design Thinking essential relevant academic and professional qualifications or equivalent experience and capability
Desirable Skills:
- Lead their team in delivering project responsibilities on time and within budget, ensuring professional and effective delivery execution across the design life cycle
- Line management responsibilities for their team, including objective setting, providing positive feedback and conducting performance assessments
- Provide bigger picture vision and manage ambiguity by breaking it down into priorities, objectives and action plans
- Coach and mentor their team; developing their skills, expertise and working practices as well as delivering their day to day responsibilities
- Build trusted relationships with senior stakeholders across SLC, especially across the CX team, where they will ensure business users needs are recognised and addressed, business objectives understood and supported, and senior managers engaged and involved throughout the Project Design and Delivery Lifecycle
- Engage with all stages of service design and implementation projects from the early stages of business and user need identification, through project assessment and prioritisation, project discovery and design, prototyping and risk reduction, delivery and implementation and transition to live. This includes validating delivery of user and business benefits and feedback of lessons learned. Guide their team and other colleagues in development of service design artefacts and conduct of walk-throughs and playbacks, including leading workshops and assuring documentation. Ensure that projects engage appropriate team members to the project business, user and technology focus, working with project managers to establish effective multi-disciplinary teams
- Act as a domain expert and role model for high standards of Service Design Professionalism, including areas such as end to end service design, business process optimisation, bridging the gap between technology and people, being able to empathise with end users (both internal and external) and designing for those users' needs, as evidenced by User Research and Data Analytics. Coach their team and others in relevant frameworks such as Systems Thinking, Design Thinking, Quant & Qual Research methods and Business process management.
- Support Service Owners in performing current state analysis and understanding areas of risk, improvement and opportunities to meet both the service users' needs and business and technical strategic objectives
- Understand the wider business implications of services and communicate effectively the impacts of change on the service level and business objectives
- Ensure best practices for service architecture are identified and adopted at each stage of the project design life cycle, including drawing on external sources such as the Government Digital Service
- Ensuring that their teams are educated in the requirements for assisted digital support and the needs of the user groups it can affect are met
- Collaborating with senior colleagues, including Service Owners, Policy Leads, Product Managers, UX, Customer Data Analytics, Operations, Repayments and Customer Compliance, Customer Communications and Technology Group
- Provide support and expertise to the development of SLC's Service Design Strategy - updating the customer experience vision within the customer Service Design Blueprint and the delivery of capabilities within the Customer Roadmap and supporting the periodic review of these artefacts for alignment with best practice, SLC's business priorities, and support for the SLC divisional objectives. Ensure alignment between the business architecture and technology architecture artefacts including strategic architecture frameworks and enterprise architecture
- Ensure the Business Layer of the Enterprise Architecture (including strategy/motivation layers, business functions/activities and business processes Levels 0-3) is maintained
Please note: This role is based in the office in Glasgow 1-2 days a week
If you feel you have the skills and experience needed for this role; please do apply now.