Connecting Talent to opportunity

Connecting Talent to opportunity

Senior Service Designer


Job Description:

Job Title: Senior Service Designer

Grade: G7

Location: Manchester (Trinity Bridge House, M3 5BS) Nottingham (Barkley House, NG2 1BA) Edinburgh (Elgin house, EH12 5WN) Newcastle (Benton Park View, NE98 1ZZ) Leeds Regional Centre (7-8 Wellington Place, LS1 4AP) London (1 Ruskin Square, Croydon, CR0 2WF)

Number of posts: 1




It’s a very exciting time to join HMRC.


HMRC is the UK’s tax, payments and customs authority, we have a vital purpose, and we collect the money that pays for public services and help families and individuals with targeted financial support.


HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers.

We’re one of the country’s largest employers, with around 65,000 people working across the UK.


Through the vision of a 5-year HR process and tech roadmap, we have ambitious plans to transform HR services with simpler processes and intuitive digital systems. This will enable colleagues in HMRC to have a straightforward and effortless experience when managing their working lives.


We are bringing service design to the employee experience in Human Resources so it’s an exciting time to join our team. You will use your design skills to improve the employee journey and enable us to achieve our strategic ambition of making HMRC a ‘Great Place to Work’.


Job description:


This is a role rich in opportunity and challenge for people passionate about improving the employee experience in HMRC and how we deliver HR as a digital service. You’ll join the team at a time of considerable transformational change.


As the Senior Service Designer you will have proven experience on large-scale and complex projects. You will be able to put users' needs at the heart of your work and make people's interactions with our HR Digital systems as simple and quick as possible.


What benefits we will offer you:


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A working environment which encourages inclusion and diversity
  • A Civil Service pension, you'll join a scheme as soon as you start
  • Generous annual leave, on top of bank holiday leave and you'll also enjoy an extra day off to mark the Queen's birthday
  • You'll benefit from generous paid maternity and adoption leave


Key Responsibilities:


  • Design whole services to demand, reduce operational cost and make things easier and simpler for users and improve the employee experience
  • Lead strong decisions regarding service design
  • Determine what a good service flow and user experience looks like
  • Use evidence-based research and reflect this in the team’s work
  • Confident in engaging with senior officials to identify user, business and service needs, using constructive challenge to breakdown business problems and offer solutions
  • Flexible with an ability to communicate proactively and reactively
  • Able to provide expert advice and guidance to lead development of prototypes and service design patterns, across whole services (including non-digital elements), that meets user needs and department objectives
  • Be an active part of the Service Design Community
  • Providing leadership to understand user behaviour and use evidence to support strategy decisions
  • Able to encourage and communicate importance of effective and timely project delivery for services
  • Adopting user-centred design, passionate about outcomes, by collaborating with user researchers and represent users, understanding the difference between needs and wants
  • Supporting and managing a service designer and working flexibly as part of a user centric team, adapting to changing priorities and workloads


Essential Criteria:


  • Sound working knowledge of GOV.UK standards: you will have an in-depth knowledge of GOV.UK standards and a proven record of delivering products within complex digital environments in agile and waterfall environments.
  • You can adapt, reflect and be resilient to change: you will be able to see outside of the service process and think of the bigger picture.
  • Community and team collaboration: you know how to work collaboratively with multidisciplinary teams that put user-centred design principles first. You can identify problems in the team dynamic and resolve them, discussing issues and finding resolutions.
  • Digital perspective: you are responsive to changes in technology, adapting your approach accordingly. You understand the importance of assisted digital and can design inclusive services.
  • Experience of working within constraints: you can anticipate and identify constraints, you will be able to communicate these and work within them. You know how to challenge the validity of constraints whilst ensuring standards are being met.


Desirable Criteria:


  • Delivery of an IT system to an organisation: experience of delivering multiple complex IT projects or systems to organisations
  • Designing within a Policy or Business context: experience related to service design’s role in a government department




At HMRC, we are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process.