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ID2022-3253 Service Design Lead

Salary - £49,861-62167

Location - Dundee or Glasgow

Hours - 37 hours per week

Closing Date - 10th July 2022 at Midnight

Reference - ID2022-3253

Employment Type - Permanent


Do you have experience leading and championing user-centred design thinking? Are you confident questioning briefs and suggesting appropriate solutions? Can you lead the advancement service design in Social Security Scotland?

If so, our lead service design role could be for you.

Social Security Scotland's Service Management and Service Delivery team is responsible for the maintenance and further development of the live benefit services being delivered to clients. The team is multi-disciplinary and brings together a vast range of skills and expertise to ensure that clients are at the centre of the design and development of all continuous improvement activity.

Service designers design the end-to-end journey of a service. This helps a user complete their goal and government deliver a policy intent. Their work may involve the creation of, or change to, transactions and products across both digital and offline channels across the entire Social Security Scotland service offering. A lead service designer is an expert practitioner who influences and mentors others. They set direction, and assure the quality of design delivery across a number of multi-disciplinary teams They work closely with service managers and senior stakeholders to resource teams, resolve problems and develop future projects. They promote their discipline, engage with the cross-government community and keep up to date with industry changes.

This post attracts a £4000 Digital, Data and Technology (DDaT) pay supplement after a 9 months DDaT competency qualifying period. Pay supplements are temporary payments designed to address recruitment and retention issues caused by market pressures and are subject to regular review. This post is part of the Scottish Government DDaT profession. As a member of the profession you will join the professional development system, currently BCS RoleModelplus.

Main Duties

• Lead and coordinate on the design of services, strategies, and policies to ensure business requirements and user needs are being met.

• Lead and implement a strategy and set of standards for the transition of service design from Programme to Agency

• Manage relationships and communicate with stakeholders at all levels - influencing, questioning and coaching them.

• Advocate for inclusive, collaborative, user centred service design practices and embed them into service design and delivery.

• Design and facilitate workshops with stakeholders, producing user journey and service maps, as well as leading prototyping and ideation activities

• Lead user journey mapping and data gathering exercises to support collaboration and drive good outcomes for the business and clients

• Advise on which service design tools and methods to use.

• Champion design for users for whom assisted digital and / or accessibility technologies are required to access a service.

• Support and encourage knowledge sharing across this emerging design community Mentor, coach and train junior design colleagues and assure that their work meets the required standards.

Further Information

Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at

More information about the role and how to apply is available Here

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