The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body established at an unprecedented pace to administer compensation to individuals impacted by the infected blood scandal.
Are you driven and ready for an opportunity that will make a real impact? This role is exciting, challenging, and fulfilling, requiring pace, impact, sensitivity, and compassion.
The multidisciplinary teams are organized around delivering our mission and priorities, which are:
* to create a user-centered, empathetic end-to-end service at the heart of IBCA;
* to provide means of paying compensation to eligible individuals;
* to iterate our service through starting small and scaling fast, adopting a test-and-learn approach.
We are seeking a Lead Service Designer who can engage at a strategic, systems level in a complex landscape, prioritizing users and their needs. You will report to the Head of Product.
Opportunities to move to the new Infected Blood Compensation Authority (IBCA):
Currently, all IBCA roles are hosted by the Cabinet Office within the Civil Service. Once IBCA becomes operational, most roles will transfer to IBCA, a new Arms Length Body (ALB) separate from the Cabinet Office. These roles will maintain similar or the same terms and conditions of employment, which are overall no less favorable. Employees transferring from the Cabinet Office will be able to continue participating in Civil Service Pension arrangements without a break in pensionable service. Roles starting after IBCA becomes operational will be with IBCA on similar terms and conditions. Full details will be provided with the formal job offer.
Please note that IBCA’s mission suggests it will be operational for approximately 5 to 7 years. When IBCA’s work winds down, employees will receive support and guidance to find new roles within the Civil Service, other ALBs, or externally.
This role aligns with the Lead Service Designer role from the Government Digital and Data Framework.
You will lead on the importance and effectiveness of great Service Design, creating strategies to achieve IBCA’s long-term vision. You will support the UCD community and IBCA leadership to deliver high-quality products and services aligned with IBCA’s vision. Using strategic oversight, you will collaborate with the Digital and Service Design senior team to ensure sufficient capacity and capability to meet user needs and deliver service outcomes. Working in a complex environment, you’ll need to balance empathy with delivery and bring an evidence-based approach to decision-making.
Main Responsibilities
* Understand dependencies within the current system and how the programme aligns, identifying incentives and disincentives across the service.
* Take a strategic view of the service to support prioritization and decision-making around improvements, and support the production of a service roadmap.
* Develop an understanding of the current landscape and future changes, including when new policies or legislation might impact the service and its users.
* Embed insights from user research, data, and feedback into visual products and prototypes to identify pain points from a user perspective.
* Build relationships across directorates to facilitate collaborative service development.
* Work with other UCD Leads to produce visual representations of the service, such as user journeys, service maps, and process maps, ensuring they are user-friendly and creative.
* Implement a user-centered approach, bringing and embedding knowledge of user-centered design within a complex policy landscape.
* Demonstrate inclusive leadership by line managing others, supporting their career development, and guiding their work.
* Foster a positive, inclusive team environment that promotes wellbeing, collaboration, and a culture aligned with departmental values.
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