Service Design Lead

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We are looking for a Service Design Lead to join our Customer Experience Design team, which sits within the Delivery & Customer Experience Directorate of the  Parliamentary Digital Service (PDS).  The Service Design team collaborates with others to design and deliver customer focused services for UK Parliament. The end-to-end services and customer journeys they design, deliver and improve further Parliament's purpose and enable customers and employees to complete tasks and goals across digital and offline channels.

The Service Design Lead will coach and manage the Service Design profession, champion and embed service design approaches within PDS and deliver large scale and more complex service design work. Alongside delivery, you will act as profession expert for service design in PDS and, working alongside your counterpart in Transforming Digital (Parliament's digital transformation programme), you will set direction, ways of working, standards and assurance processes for customer focussed service delivery.

To be successful in this role:

You know how to apply strategic thinking in the design, delivery and improvement of customer focused services, end-to-end. You are experienced in meeting the needs of users across a variety of channels and you can lead the design and implementation of effective services, ensuring customer and employee needs and expectations are considered alongside business goals.

Be able to manage and challenge colleagues and stakeholders at all levels, you can build consensus between diverse professions and teams and facilitate complex discussions. You can make and justify effective decisions in the context of high levels of risk and complexity, and you can guide others in applying risk methodologies in proportion to the risk in question.

You understand the psychology of a team, have strong mediation skills and can solve and unblock issues between teams or departments at all levels. You work successfully within a team upholding the values of equality, diversity and inclusion and you can coach delivery and profession leads on team dynamics and conflict resolution.

Parliament is currently going through an exciting period of digital transformation to deliver excellent digital services. The Parliamentary Digital Service (PDS) works with the House of Commons, the House of Lords, as well as Parliament employees  to ensure their IT and digital needs are met. We think it's important that everyone can access and understand what's going on in Parliament. Our goal is to bring together the public, Parliament Members, and Parliamentary employees to inform, engage, support, and communicate through one, unified digital core.

Parliament is an inclusive employer and welcomes applications from people who feel under-represented in the workforce in addition to those who may feel disadvantaged because of their social and/or economic circumstances. We champion a diverse and inclusive working environment which promotes equality, diversity and inclusion for all regardless of age, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex or sexual orientation.

We offer an attractive range of benefits including 30 days' annual leave (increasing to 35 after a year's service), contributory pension scheme, Employee Assistance Programme, great training and development programmes, access to various facilities (on-site gym, GP, nursery, hairdressers, post office and travel office) and much more.

This role is based on the Parliamentary Estate, however will be initially based from home in line government guidelines surrounding Covid-19

So What's Next?

Before applying, please ensure you have read through the requirements and additional information as laid out in both the Job Description & Candidate Information Pack.

When applying, you will be required to demonstrate your suitability against the criterion displayed as seen in "The Requirements" section of the Job Description. It is essential that you respond to each criterion listed using examples of your skills, knowledge and experience in no more than 500 words to each one.

Closing Date: 26/01/2022, 23:55