Role purpose / summary
Work collaboratively with user researchers, interaction designers, content designers and performance analysts as well as with software developers, policy and legal teams to produce outstanding digital services
Deliver world-class, user-centred services that help transform the way services are used so that they are more efficient, simpler, faster and easier to use
Lead design on easy-to-use, accessible services whilst maintaining a deep understanding of user needs and business objectives
Bridge organisational boundaries to help make designs a success
Lead the design perspective in discussions with teams and stakeholders, highlighting opportunities to establish benchmarks and to identify measures to track the impact of changes
Use engaging storytelling and visual methods to demonstrate the outcomes of user centred research and design to both technical and non-technical stakeholders
Contribute to the development of new value propositions for existing and new clients where necessary
Promote design-led service transformation through education, process improvements and ideation/experimentation across the account.
What you'll need:
- Experience creating high-quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints
- Ability to thrive in highly complex service areas
- Ability to establish and communicate design solutions that fulfil user needs and business objectives
- Experience visualising whole, end-to-end services across multiple business areas and government departments
- Ability to collaborate effectively, build strong working relationships and work as part of a team with a proactive and positive attitude
- A positive user-centred design mentality, the ability to share best practices, coach team members and educate the wider account
- Ability to think differently and bring a different lens to stakeholder and user problems as well as be open to try new ideas when the opportunity arises.
- Communicate complex design concepts, show good judgement and evangelise the benefits of user-centred design.
- Ideally have knowledge of CESA.