(KNOWN INTERNALLY AS LEAD SERVICE DESIGNER)

Salary: £70,000 to £80,000 , dependent on experience.

KEY ACCOUNTABILITIES

• Ensure services are accessible and inclusive, catering to all users, regardless of their abilities or circumstances.
• Design and enhance services impacting multiple functions with timescales of over 1 year, ensuring they are user-friendly and aligned with business objectives.
• Leverage research and data to understand user needs, pinpoint potential issues, and implement service improvements.
• Creating seamless user journeys, collaborating with cross-functional teams to identify transformation opportunities and identify key touchpoints where enhancements can be made to deliver optimal experiences.
• Identify and support implementation of changes to working practices and processes, ensuring that any impacts on service delivery are understood and agreed upon by stakeholders and are in alignment with the CAAs strategic objectives.
• Build relationships across the organisation to influence and drive change, both at the department head and operational process levels.
• Ensure that changes to working practices and processes are understood and embedded within our internal project teams, training/upskilling key individuals and building a Service Design framework is also key to ensure the CAA are set up for success moving forward including creation of templates and guidance.

Portfolio Delivery is core to the delivery of projects within the CAA, and we are now focussing on developing a Service Design capability. This will involve working with the Head of Continuous Improvement and Customer Experience to build capability and skills internally, to deliver knowledge and support across the business, and be responsible for key deliverables in one of our top strategic projects.
If you’d like to be a part of this exciting transformation journey read on for more info about this great opportunity where you will be influencing and inspiring change.