JOB SUMMARY

The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body which is being set up, at unprecedented pace, to administer compensation to people whose lives have been impacted by the infected blood scandal.
Are you driven and ready for an opportunity which will make a real impact? This is an exciting, challenging and fulfilling role that requires pace, impact, sensitivity, and compassion.

The multidisciplinary teams are organised around delivering our mission and priorities. These are:

• to create a user-centred, empathetic end-to-end service at the heart of IBCA;
• to provide the means of paying compensation to those eligible; and
• to iterate our service through starting small and scaling fast, through a test and learn approach.

We are seeking a Lead Service Designer that can engage at a strategic, systems level in a complex landscape in a way which prioritises users and their needs. You will report to the Head of Product.

JOB DESCRIPTION

This role aligns against 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 the strategy that will enable the long-term vision for the IBCA to be achieved. You will support the UCD community and wider IBCA leadership to deliver high quality products and services that align with the IBCAs vision. Using your strategic oversight, you will work alongside the Digital and Service Design senior team to ensure there is sufficient capacity and capability to meet user needs and deliver service outcomes. You will be working in a complex environment, you’ll need to balance empathy with delivery and bring a clear evidence-based approach to decision making.
Main Responsibilities

As a Lead Service Designer in IBCA you will:

• understand the dependencies within the current system and how the programme aligns, seeking to identify incentives and disincentives across the service
• take a strategic view of the service to support prioritisation and decision making around improvements needed, and supporting the production of a service roadmap
• develop an understanding of the current landscape and any future changes, to understand when implementation of new policies / legislation would impact our service and its users
• use and embed insights from user research and other sources of data and user feedback into visual products / prototypes to identify pain points and challenges from a user perspective.
• build relationships with teams across all directorates to work collaboratively to build the service view, and to facilitate close working relationships.
• work alongside other UCD Leads to produce a variety of visual products that represent the service, including user journeys, service maps and process maps, taking a creative approach to ensure products are user-friendly
• implement a user-centred approach, bringing and embedding knowledge of user-centred design to a complex policy landscape
• embody inclusive leadership, line managing others to support career development and to direct the work of others
• foster a positive and inclusive team environment that promotes wellbeing, collaboration, and a supportive culture aligned with departmental values

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

The following essential criteria will be used to establish suitability for role and this is what we will be sifting applications against.

• significant experience of working as a lead/senior level service or systems designer in a user-centred design team, project or programme, ensuring working practices align to those as detailed in the Gov.UK Service Manual.
• experience of working in complex policy or service environment and applying strategic user-centred approaches to end-to-end design
• experience of developing strategic and/or systems visualisations or conceptual models that can bring clarity to a large, complex and interconnected landscape using creative and innovative designs
• experience of using strategic end-to-end products to tell a compelling story which can communicate complex information to non-experts in a way that brings information to life
• experience of building and managing relationships with a wide variety of internal and external stakeholders, including the ability to work across organisational boundaries
• an inclusive leader that can support and coach other team members, direct work, and support career development