Lead Service Designer

HM Land Registry’s services form part of the critical national infrastructure, safeguarding land and property ownership valued at £8 trillion. This enables over £1 trillion worth of personal and commercial lending to be secured against property across England and Wales.

It is an exciting time for HM Land Registry as wecontinuea major transformation programme. HMLR’s ambition is to become the world’s leading land registry for speed,simplicity and an open approach to data.

We are looking fora

Lead Service Designer who  can help HMLR transform the way we serveour customers with Land Registration services that are customer focused, easy to use, accessible and work across multiple channels, devices,browsers and platforms.

Asa Lead Service Designer,you will work on key strategic programmes and contribute across the full-service lifecycle of complex services. You will work as part of one or more agile, multidisciplinary teams designing new services or enhancing existing ones. You will be responsible for shaping seamless user experiences across both digital and offline channels,setting the direction for service design acrossaprogramme of work, ensuring joined up service thinking,consistency of experienceandservice design standards are met, and that ourservicedesign processes are being followed by all designers.

You will lead and co-ordinate service design activity within your teams and strike a balance between hands-on service design practice and strategic decision making. You will move confidently betweenthese roles and adapt your approach to meet the needs of different projects and stakeholders.

At practice level the work you will do with the Head of Design will inform and guide the practice strategy.

As a senior member of the design community, you will help drive design maturity across HM Land Registry by modelling best practice, communicating the value of user-centreddesignand championing the role of service design.

The role holder will have the below main duties:

• Lead and co-ordinate the service designactivitiesin your multidisciplinary agile teams in yourprogrammearea to improve existing services and shape new ones that meet user needs and align with HM Land Registry’s policy objectives
• Partner with senior stakeholders and digital, data, and business leaders toidentifyopportunities across services and products, define complex problems through the lens of user needs andorganisationalpriorities, and influence decision-making across your programme.
• Analyse and interpret user needs and businessobjectivesacrosscomplex service areas to make expert decisions that balance the needs and outcomes of both parties
• Persuade senior stakeholders to implement design concepts and solutions that help re-imagine how services can be delivered end-to-end and from front to back
• Facilitate problem-framing, mapping, and service concept development workshops with multidisciplinary teams, senior project stakeholders, and users to ensure shared understanding and alignment on service improvements and build consensus around a design approach
• Lead and promote our design system and related
  
  Servicedesignpatterns; develop andmaintainservicedesign standards ensuring patterns and components are consistent, accessible, and easy to use across our digital products and services
• Work with your wider project team to ensure that services meet the digital service standard,establishing user-centred ways of working and coordinating and leading in service assessments as necessary to provide service design evidence to support the relevant points
• Present and deliver your/teams work, whether that is within your agile team, with the design community of practice that you will be part of, or outside of the organisation
• Mentor other…