Job description
This is a senior leadership role within the User Centred Design team in Customer and Strategy, offering a unique opportunity to shape how HMLR designs and delivers its services. As the lead for Service Design, you will set the strategic direction for the discipline, guide and inspire multidisciplinary teams, and champion the value of service design across the organisation. You will play a pivotal role in ensuring service design informs, shapes and delivers HMLR’s service strategy and supports the effective delivery of policy intent.
Working closely with the Head of User Centred Design, you will be responsible for ensuring services are user centred, effective, and bring measurable value to the organisation. As an experienced service design expert operating in an agile, digital environment, you will act as a role model and advocate for the evolution of our services within HMLR, government, and the wider industry. This is a complex and challenging role that will see the re‑design of many paper‑based and legacy services and the transformation of our data into something innovative and fit for purpose, that will change the future of land registration.
Person specification
You will be a highly experienced service designer, or design leader, with a strong track record of working on complex services and systems, operating confidently at senior level. With hands‑on expertise in service design, you will be skilled in applying and standardising service design practices, methodologies, frameworks and tools to drive meaningful improvements to user experience and organisational outcomes. You will be recognised as a service design expert, with proven experience of leading, developing and empowering service designers.
You will be highly effective at building positive, trusted relationships with a wide range of stakeholders, using strong communication, influencing and persuasion skills to build credibility for service design at all levels. You will understand the bigger picture for a service to uncover long‑term challenges and opportunities, and working with senior leaders to shape these into a compelling vision for the future.
HMLR believe that a blended approach to where you work that enables some time working from home, as well as in the office may give you an improved experience and has clear business benefits. We expect everyone to spend at least 60% of their working time in the office. Beyond this expectation, there is no one size fits all approach (and we can spend up to 100% working in the office if we prefer).
For more information about the role, please see the attached job description.
Qualifications
Recognised qualification in digital design, technology or related subject.
Behaviours
We’ll assess you against these behaviours during the selection process:
* Seeing the Big Picture
* Leadership
* Communicating and Influencing
* Changing and Improving
* Making Effective Decisions
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