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Head of Service Design

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Williams Lea

3mo ago

  • Job
    Full-time
    Senior Level
  • Design
    Product
  • Norwich
  • Quick Apply

AI generated summary

  • You need a bachelor's degree, 5+ years in service design, expertise in UCD, user research, communication, accessibility standards, and familiarity with GDS frameworks.
  • You will lead service design efforts, conduct user research, develop frameworks, collaborate with teams, translate insights into designs, ensure quality, and advocate for user-centered principles.

Requirements

  • Bachelor's degree or equivalent
  • 5+ years of experience as a Service Designer with a proven track record of delivering impactful digital products, preferably for public sector or regulatory clients or in a public sector or professional services environment.
  • Strong understanding of user-centred design (UCD) principles, design thinking, and data-driven design
  • Expertise in conducting user research and usability testing, with the ability to translate findings into actionable insights
  • Excellent communication and collaboration skills, with experience working closely with cross-functional teams
  • Strong knowledge of accessibility standards (e.g. WCAG) and inclusive design practices
  • Familiarity with GDS frameworks, Service Assessments and the Technology Code of Practice

Responsibilities

  • Lead the Service Design team, ensuring that user needs, business objectives, and technology translate into effective, scalable digital services.
  • Develop frameworks and processes that align service design, user experience, product development, and technology.
  • Lead design efforts across multiple projects, driving progress and ensuring deadlines are met.
  • Balance project goals, timelines, and resource constraints while maintaining the highest design quality.
  • Support the development of roadmaps and strategic plans for design-related initiatives.
  • Conduct user research using qualitative and quantitative methods, such as interviews, surveys, usability testing, and data analysis, to uncover user behaviours, needs, and pain points.
  • Synthesise research findings into actionable insights to inform design decisions.
  • Support the development of user personas, journey maps, and other artefacts to communicate insights effectively to stakeholders.
  • Advocate for evidence-based decision-making, ensuring insights and research inform service-wide strategies.
  • Translate user insights into effective, data-driven design solutions that enhance the overall experience.
  • Collaborate with stakeholders to define user and business requirements, balancing both effectively.
  • Test and iterate on designs based on usability testing and feedback, ensuring continuous improvement.
  • Design intuitive, accessible, and visually engaging interfaces that adhere to brand guidelines and align with the Government Digital Service (GDS) standards where required.
  • Ensure designs are responsive, user-friendly, and optimised for a variety of devices, including mobile and web platforms.
  • Provide detailed design specifications and artefacts for developers and collaborate during implementation to ensure fidelity to the design vision.
  • Work closely with cross-functional teams, including product managers, developers, and researchers, to deliver cohesive solutions.
  • Present design concepts and rationales to stakeholders at all levels, ensuring alignment and buy-in.
  • Advocate for user-centred design principles across the organisation and promote best practices.

FAQs

What is the salary for the Head of Service Design position?

The salary for the Head of Service Design position is £80,000 per annum, plus company benefits.

Where is the job located?

The job is located at 18 Central Avenue, St Andrews Business Park, Norwich NR7 OHR, but it is offered as a fully remote position.

What are the working hours for this role?

The working hours for this role are 37.5 hours per week, from Monday through Friday, 9 am to 5:30 pm, with a 1-hour unpaid lunch break.

What are the key responsibilities of the Head of Service Design?

Key responsibilities include leading the Service Design team, conducting user research, translating insights into design solutions, creating user-centered digital services, and collaborating with cross-functional teams.

What qualifications and skills are required for the Head of Service Design role?

Required qualifications include a Bachelor's degree or equivalent and 5+ years of experience as a Service Designer. Strong understanding of user-centered design principles, excellent communication skills, and knowledge of accessibility standards and GDS frameworks are also necessary.

What types of benefits does Williams Lea offer?

Williams Lea offers a comprehensive benefits package that includes 25 days holiday plus bank holidays, salary sacrifice schemes, private medical insurance, dental insurance, life assurance, cycle-to-work schemes, and more.

Is there an opportunity for career development in this role?

Yes, there are future career development prospects available for employees at Williams Lea.

How does Williams Lea support equality and diversity?

Williams Lea values the differences that a diverse workforce brings and does not discriminate based on protected characteristics. The company promotes a culture of openness, fairness, and transparency.

How can I apply for this position?

You can apply for this position through the designated application process outlined in the job description. If you require assistance in a different format or need reasonable adjustments for an interview, you can contact careersatWL@williamslea.com.

Do we support remote work?

Yes, this position is fully remote.

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Williams Lea

The leading global provider of business-critical support services to financial, legal & professional services firms.

Consulting
Industry
5001-10,000
Employees
1820
Founded Year

Mission & Purpose

Williams Lea is a global provider of business-critical support services, specialising in document management, digital transformation, and business process outsourcing. Their ultimate mission is to help organisations enhance efficiency and improve performance by delivering innovative solutions and operational excellence. The purpose of Williams Lea is to enable clients to focus on their core business activities while they manage the essential support functions, thereby driving productivity and creating value for their clients.