Service Designer (GDS/UCD) - Public Sector

Introduction

In this role, you’ll work in one of our IBM Consulting Client Innovation Centres (Delivery Centres), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

A career in IBM CIC is rooted by long-term relationships and close collaboration with clients across the globe.

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role And Responsibilities

IBM is seeking an experienced Service Designer with a robust background in Government Digital Service (GDS) and User-Centered Design (UCD) principles to join our team supporting a public sector client. The successful candidate will contribute to transformative digital transformation projects, ensuring they align with GDS standards and prioritize user needs.

Key Responsibilities

• Designing concept journeys, blueprints, and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service.
• Facilitating the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business and design.
• Shaping how behind-the-scenes processes and support functions interact with each other and how these impact the design process.
• Embedding design practices within organizations to create a sustainable approach to service the needs of the user.
• Working with User Researchers to generate insights through research with users, staff and stakeholders to shape a holistic view of the total user experience.
• Analysing, consolidating, and communicating research findings to stakeholders in order to strategically frame, validate and quantify the problem being solved and help inform the wider strategic roadmap of initiatives.
  
  

The ideal candidate will have a proven track record in service design within a government or public sector context, with strong expertise in GDS and UCD. A collaborative mindset, excellent communication skills, and the ability to manage multiple projects simultaneously are essential for this role.

As an equal opportunities’ employer, we welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK. Unfortunately, we do not offer visa sponsorship and have no future plans to do so. You must be a resident in the UK and have been living continuously in the UK for the last 10 years. You must be able to hold or gain a UK government security clearance.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Service Design: Lead the design of complex digital services and experiences, focusing on meeting public sector needs in an efficient, effective, and user-friendly manner. This includes creating service blueprints, user journeys, and other design artifacts.
• GDS Compliance: Ensure all designs adhere to GDS guidelines, including the Service Manual and Digital Principles. This involves maintaining an understanding of current GDS strategies and updates.
• User-Centered Design (UCD): Employ UCD methodologies throughout the design process, conducting user research, usability testing, and iterating on designs based on user feedback.
• Collaboration: Work closely with cross-functional teams, including developers, product managers, and stakeholders from the public sector client, to ensure successful implementation of design solutions.
• Training and Mentoring: Share knowledge and best practices in service design, GDS, and UCD with both internal teams and external stakeholders, contributing to the wider digital transformation efforts of the public sector client.
• Project Delivery: Play a pivotal role in the delivery of digital projects, from initial concept through to launch and beyond, ensuring that the end result meets the needs of users and complies with GDS standards.
  
  

Preferred Technical And Professional Experience

• Proven experience in service design within a government or public sector context.
• Proficiency in using design tools such as Sketch, Adobe XD, Figma, or similar.
• Experience with prototyping tools like InVision, Marvel, or Proto.io.
• Knowledge of Agile/Scrum methodologies and experience working within an Agile environment.
• Familiarity with GDS Service Manual, Digital Principles, and other relevant guidelines.
• Certifications in UCD, such as the International Interaction Design Foundation's Interaction Design or UX Design Specialization, are highly desirable but not mandatory.
• Excellent written and verbal communication skills, with the ability to articulate design decisions effectively to both technical and non-technical stakeholders.
• Ability to manage multiple projects simultaneously and adapt to changing priorities.