Bristol, Edinburgh, Leeds, Manchester, Newcastle-upon-Tyne, Stratford, Telford, Worthing
Job Summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
This role is in Chief Technology and Design Office, part of HMRC’s Chief Digital and Information Office (CDIO). We are responsible for managing all IT demand and change coming into CDIO, as part of this we ensure User Centred Design is at the heart of our designs. This enables us to ensure the solutions we deliver maximise success rates for internal and external users, and so maximise business outcomes and minimise costly rework.
Job Description
HMRC is looking for Service Designers who are passionate about User Centred Design.
HMRC’s services are complex, you need to enjoy tricky problems and thinking about how services and policies will interact. With complex services we have a complex user base – millions of people have to use these services, which means a range of different needs and outcomes.
We want people who are curious about who will use a service, how they will interact with it and how something can be improved, testing those improvements through their design work.
Alongside working on a policy or service problem you’ll be a member of a developing service design community; the community provides a safe space to test out design ideas and offer support to other service designers to attain the best possible outcomes.
If this sounds like the sort of thing which excites you, this is the job for you.
Would you like to find out more?
We will be holding virtual presentation sessions which will give you the opportunity to hear from our Service Designers on what it’s like to do service design in HMRC.
These Will Be Held On The Following Dates:
* 22nd April 2025, 1pm – 2pm
* 24th April 2025, 1pm – 2pm
To register your interest, please email Vicky.williamson@hmrc.gov.uk.
There will be limited capacity so places will be allocated on a first come first serve basis.
Both events will have the same structure, so you only need to attend one.
Person specification
As a Service Designer You Will:
* Provide service design expertise on projects
* Develop user-centred services that meet user needs and fulfil business outcomes
* Use best practice and standards to design inclusive services consistent with the rest of government and HMRC
* Analyse pain points and failure points within services and create recommendations to address any issues identified
* Map current service journeys and design service blueprints for new and/or improved services
* Effectively communicate information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives for multiple audiences
* Build collaborative relationships within teams and with stakeholders across different teams and the organisation
* Effectively use facilitation skills with teams and stakeholders to build a shared understanding of problems to be solved and work through challenges
You Will Also Be Expected To:
* Actively participate in the service design community within HMRC by helping to facilitate community sessions and support initiatives
* Seek out opportunities for learning and improvement by getting feedback from your colleagues and the business
Essential Criteria:
You will already have experience and understanding of:
* Designing services that meet user needs and organisational outcomes, across all channels.
* Using user research and data to understand user needs, identify problems and inform design decisions.
* Communicating information and ideas using sketches, user journeys, diagrams, maps, prototypes, and written narratives.
* Planning and facilitating workshops with stakeholders, users and/or internal users.
* Engaging with teams and stakeholders to help define problems that need to be solved and work through challenges and potential solutions.
* Experience working in agile, multi-disciplinary teams.
Technical skills
We'll assess you against these technical skills during the selection process:
* Evidence-based design
* Designing strategically
* Designing together
* Design communication
How To Apply
As part of the application process, you will be asked to provide the following:
* A name-blind CV detailing your job history, qualifications, and experience.
* A 750-word Personal Statement, which will outline how you are suitable for this role and how you meet the essential criteria, providing evidence where possible.
Further details around what this will entail are listed on the application form.
Selection process details
This vacancy is using Success Profiles, and will assess your Experience and Technical skills.
Interview
During the panel interview, you will be asked about your experience (how you meet the Criteria) as well as Technical questions which demonstrate the things you do well and/or are motivated by.
You will also be asked to deliver a ten-minute presentation. This will be a scenario-based question that demonstrates the technical skills listed below. Further details of this will be included with the invitation to interview.
* Evidence-based design
* Designing strategically
* Designing together
* Design communication
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk.
Important Information For Existing HMRC Contractual Homeworkers:
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. #J-18808-Ljbffr