Service Designer

Job summary

Can you?

Can you successfully manage a varied and fast-paced workload, balancing multiple priorities while maintaining excellent service delivery?

Have you?

Have you worked collaboratively with a range of stakeholders to improve services, champion user needs, and deliver positive outcomes?

Are you?

Are you passionate about putting users first, driving continuous improvement, and making a real impact through the services you support?

If so, we’d love to hear from you!

Our team is dedicated to delivering high-quality, user-focused services that make a meaningful difference to the people we support. Working in a collaborative and dynamic environment, we bring together a diverse range of skills, experience and perspectives to solve challenges, drive improvements and deliver excellent outcomes. We value innovation, teamwork and continuous learning, encouraging colleagues to share ideas and contribute to positive change.

As part of the wider department, you'll join a forward-thinking team committed to service excellence, operational efficiency and customer satisfaction. We work closely with colleagues and partners across the organisation, fostering strong relationships and a shared commitment to achieving our goals. This is an exciting opportunity to be part of a supportive and inclusive environment where your contributions will be valued and where you can develop your skills while helping to shape and improve the services we provide.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVLA: Driver and Vehicle Licensing Agency - Department for Transport Careers.

Job description

This Service Designer role sits within the Government Digital and Data Profession Framework and focuses on designing and improving end-to-end services that help users achieve their goals while supporting government objectives. Working across digital and offline channels, you'll use evidence, user insight and design thinking to create effective, accessible and user-centred services. The role is delivered within a people-focused environment that values recognition, collaboration, development and wellbeing, while upholding Civil Service values and supporting continuous improvement.

Your responsibilities will include, but aren’t limited to:

• Be trusted to make good decisions. To support the Senior Service Designer in managing the end-to-end, cross-platform user experience of one or more services, for the duration of its lifecycle from initial development to continuous improvement.
• Work in a multi-disciplined team to design user-focussed services based on user needs.
• Support the delivery of an excellent and consistent user experience across all channels for their specific service.
• Contribute to the development of design concepts. Working with other Service Designers and Senior Service Designer to deliver an excellent and consistent user experience across our services.
• Contribute to the development of design concepts. Working with other Service Designers and Senior Service Designer to deliver an excellent and consistent user experience across our services.
• Interpret evidence-based research and incorporate this into your work. Championing the user needs of their service. Monitor and improving the performance of their service via management information, customer feedback.
• Recognise when to ask for further guidance and support. Collaborate with all DVLA business areas to design, continually improve and deliver services, to include:

- technical resource to contribute to story priorities and developed stories.

- operational resource to integrate new services or service improvements into operations.

- policy managers to contribute to development principles and compliance with legal and legislative requirements.

- user research to carry out activities to understand the views of the customer and feed into developments.

• Collaborating with internal and external stakeholders to ensure that we can provide services that are fit for purpose.
• Supporting the resolution of incidents associated with their service.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile.Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Required Experience:

To be successful in this role you will need to have the following experience:

• Supporting the management of one or more services
• Championing user needs to create or improve services
• Managing a busy workload with conflicting priorities
• Working collaboratively with stakeholders to achieve results

We welcome applications from candidates who can speak Welsh and English. Welsh language skills could be useful in this role, but it is not an assessment criterion, so it won’t put you at any disadvantage during recruitment if you aren’t a Welsh speaker. Please note that the application and assessment process will be held in English.

Additional Information

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week over 5 days.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individu