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It is an extremely exciting time here at HM Courts and Tribunals Service. We are currently undertaking a first-of-its-kind Change Programme aimed at delivering pioneering judicial services that better serve the public, and with over £1 Billion of funding this is the most ambitious programme of its kind anywhere in the world.
As part of the Change Directorate you will be at the forefront of facilitating and implementing change in our world-leading justice system. The Programme is ambitious and we need resilient, resourceful and adaptable people to make it happen.
Can you deliver in a fast-paced environment that is changing constantly? Does developing pioneering new services focussed on the end-user excite you? If so, please read on and apply.
About the Team
The HMCTS Change Directorate is redesigning and rebuilding our Courts and Tribunal services around the needs of our users – ensuring our services are accessible, easy to use, digital where necessary and appropriate, and well supported for all users.
The User Experience team is a cross cutting and enabling team which provides the approach, tools and support to the programmes to ensure it maintains the fundamental design principle of being user led in the delivery of transformed HMCTS services. The team work closely with projects to provide best practice and consistent design along with facilitating collaboration across the Directorate.
We are a portfolio function and provide expertise in a range of areas: this could range from designing a new pilot, segmenting and assessing populations to support our accessibility work, through to designing approaches to test interventions to support channel optimisation. Support will range from programme level research/analysis, embedding expertise in projects, consulting/advisory service or support using tools and frameworks developed by the User Experience team.
Why Join Us?
This is a once in a generation opportunity to help transform how justice is delivered in England and Wales – by ensuring that the needs of the public are kept at the heart of reform, your work will have a real lasting social impact.
This Programme is one of the largest across Government and you will gain a deep understanding of how a large complex portfolio operates as well as develop a broad range of effective business skills. Your development will be supported throughout with coaching and mentoring from senior professionals across the Directorate, and you will also have the opportunity to attain relevant professional qualifications/certifications.
Roles & Responsibilities
We are keen to focus the role around your strengths, so rather than hiring for specific skills we are keen to have interesting conversations with Service Design professionals who feel they can add value and contribute to the team.
Overall, your key purpose will be to identify ways to improve the end-to-end customer journey and internal processes across both digital and non-digital judicial services. If you are a Content Designer/Customer Experience Designer/Customer Journey Specialist with passion for this area we are eager to hear from you.
Some of the typical projects you could be working on include:
Support channel design (Assisted Digital): designing to-be customer journeys across multiple channels including telephone and face to face, working with operational teams and third parties to design journeys that work for our users and staff. Including running workshops, collating and synthesising insight to inform design.
Accessibility and Inclusion: designing a toolkit for project leads to use to ensure the design of their digital services is accessible, for example, standards for the design of paper journeys for new services.
Customer Insight: Uncovering customer insights and bringing them to life e.g. creating and analysing surveys, conducting focus groups and building customer personas.
Delivery: translate business, operational and technology-driven objectives into user-centric solutions; collaborate with product owners to ensure that changes to the customer journey are correctly implemented and tested; ensure compliance with legal, regulatory and operational requirements.
We’ll assess you against these competencies during the selection process:
To find out more or to apply for this vacancy, go to our website https://justicejobs.tal.net/vx/appcentre-1/brand-2/candidate/so/pm/1/pl/3/opp/20963-20963-Service-Design-Customer-Journey-Professionals-Band-B/en-GB
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