Service Designer

Key Skills

Aartificial intelligence, Data Visualization, Digital Innovation, Effective communication skills, Mathematics, Presentation skills, UI design, UX design

Job Description

About the role

Within the Government Practice our mission is to constantly improve the delivery of public services through the development of cutting-edge AI products which get used at scale by government organisations in the UK and beyond.

We are fortunate enough to get to work on some of the most socially impactful and important applications of AI across Government: our work includes building services to tackle the proliferation of online disinformation, to predict and prioritise patient flows in stretched A&E departments, and tools that detect key safety-related phrases in rail industry communications.

We pride ourselves in using the most appropriate data science tools for the task in hand, but our expertise stretches into the very latest Large Language Models and generative AI - Faculty is OpenAI’s first technical systems integration partner and only European partner.

Excitingly, as the Government has grown in its maturity for using AI, increasingly our job is to ensure that the AI we build gets deployed in products which are used at scale and as a critical part of public service delivery. That requires pushing the boundaries of ensuring that excellent user engagement, design skills, and robust product management is applied to how AI systems get built and deployed to users.

We’re growing our in-house digital service team as the government broadens its use of data science within core digital service. You’ll be playing a key role in helping us architect how we extend Service Design into a field as fast moving and profound as AI.

What you'll be doing

As a Service Designer you will be responsible for the end-to-end user centred design process within the government service. You’ll be collaborating with user researchers and engagement managers to run discovery sessions with the clients; translating your findings into customer and user needs and solution ideas, and creating technically meaningful content to communicate those with the wider team and internal and external stakeholders. This work will enable the development of cutting-edge, safe and robustly deployable AI technology in critical government contexts to be used by the civil servants.

As part of the Product-focused digital service, you will be responsible for helping customers make better decisions through features that help them unlock a deeper understanding of their processes, leading to rapidly converting analysis to action, and connecting the Government's services. You’ll help us achieve that goal by identifying customer needs and designing delightful experiences that help our customers make better decisions.

• Leading discovery activities with stakeholders and carrying out user research sessions to create personas, map customer journeys and understand user flows.
• Collaborating closely with the technical team to design practical solutions to pain points.
• Creating high quality visuals and interactions, based on a strong understanding of good design principles as well as the Faculty brand.
• Being a team player within the team and design guild, actively participating in our activities and design critiques as well as contributing to scaling the design and product capability across the business unit and company. You will be expected to contribute to the design vision for Faculty; encourage and ensure world-class design execution by helping set standards and best practices.
• Contributing to and helping grow our design system.

Who we are looking for

• Knowledge of Government Digital Service, and the processes that underpin this area
• A creative, empathetic team player who can inspire and motivate others
• Experience in carrying out the end-to-end design process independently, with examples of activities that span across product and service strategy, user research, UX, and UI.
• A portfolio showcasing a range of projects, with examples of your design process and artefacts you produced along the way.
• Examples of work where you have done discovery and research to understand a complex problem and then synthesised your findings to come up with design solutions.
• Knowledge of prototyping and design tools. We use Lucid and FigJam, but are quick to adopt better tools and processes, so you’ll be more than welcome to contribute all the good practices you’ve used before.
• Excellent verbal, written, and visual / presentation communication skills.
• Confidence in building and managing strong stakeholder relationships both within Faculty and with customers.
• Interest in working on 0-1 product development.
• Interest in a quantitative discipline, like mathematics or computer science would be nice but not essential.
• Experience in working with data heavy products and data visualisation experience.