Service Designer - IT

About the job.

National Highways have an excellent opportunity for a Service Designer (IT) to join our team within Digital Services. The Service Designer role forms part of our capability to support the creation of sustainable whole services, that deliver the right experiences for our colleagues and customers across our business and operational services.

As a Service Designer, you will help deliver the right experiences for our colleagues and customers that consider equality, diversity and inclusion across our business and operational services, and will have a focus on human-centred design.

In this role you will conduct research activities to provide projects with a clear direction and help ensure the business arrives at the right solution in a collaborative and outcome-focused way. You will be responsible for supporting a range of design activities to create and assure service designs, supporting informed decision making. As a Service Designer, you will also help to identify and build our own group's capabilities and service offerings to set the direction for the design of services.

Please note this is a hybrid position and can be based from any of our UK offices however travel to Birmingham to attend team meetings will be required.

• Leading small to medium-sized design activities independently, from initial research and insights gathering to delivery of final design deliverables, such as user journeys, service blueprints, and wireframes, collaborating closely with other designers and stakeholders.
• Conducting user research with empathy, including interviews, focus groups and design thinking workshops, to generate insights on the colleague experience and using that to create human-centred services.
• Collaborating with stakeholders and clients, understanding their aims, presenting design concepts and solutions, reaching consensus and incorporating feedback into design iterations and building relationships to ensure ongoing engagement and support.
• Contributing to the improvement and development of design processes, systems and guidelines, and helping to ensure they are followed by the team.
• Taking part in mentoring and coaching, through inviting and delivering constructive feedback, sharing experiences and failures, developing your design skills and emotional intelligence.

About you.

• Demonstrable experience in producing high-quality service design deliverables, using design patterns, methodologies, and toolkits (such as co-design, storytelling, idea generation, blueprinting, prototyping, and workshops).
• Ability to apply user research methodologies to capture user needs and service value, synthesising findings into actionable insights and recommendations.
• Ability to apply human-centred design thinking principles and agile methodologies to develop and iterate on service design concepts and solutions.
• Strong communication skills - communicate effectively with technical and business stakeholders, translating user needs and insights into clear and actionable recommendations.
• Ability to challenge the status quo and provide positive challenge in projects, ensuring project teams think creatively, place the user at the heart of decision making, and design in line with the structured design principles.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this are our values of passion, integrity, safety, teamwork and ownership.

The Digital Services Directorate is helping to reshape the way National Highways operates by delivering digital, data, and technology services across all areas, from frontline to back office, in a modern and efficient manner. Our vision is to develop integrated information and technology that empowers our colleagues and provides real-time information to our customers, as well as integrating with intelligent vehicle and transport systems as they evolve, to enhance journey safety and reliability.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.