Role Purpose
Collaborate with internal and external stakeholders to design and embed new ways of working that reduce costs and deliver better services for users. Champion user-centred design within the organisation to ensure the team's practices and behaviours focus on the needs of the user.
Work strategically on end-to-end services to deliver improved service outcomes and cost savings. Collaborate with change, transformation and service colleagues to re imagine services, design process improvements, and define new business processes.
Compile user research into actionable insights and map user journeys to make informed decisions about user needs. Use quantitative and qualitative data to produce designs that meet user needs and provide a persuasive case to influence stakeholders.
Develop ideas and design concepts using sketching, prototyping, and iterative design to create effective solutions. Communicate ideas and explain design decisions clearly to stakeholders to build consensus and support for design choices.
Word Context:
This role will be part of Surrey's new Customer Transformation Programme. It is a new role which will be pivotal in working collaboratively with stakeholders across our varied functions, leading work to design services with an emphasis on financial sustainability, customer focus and aligned to The Surrey Way. The role will initially be focused on projects within the Environment Infrastructure and Growth (EIG) work stream.
The EIG work stream consists of a number of improvement projects which have developed from a range of feedback and analysis. The "Customer Journeys" project was set up as a cross-cutting project to analyse and identify potential improvements across 6 initial priority areas which then draw in expertise from the leads of EIG's other projects for delivery of improvements. The initial areas identified are:
- Permits & Licences
- Street works
- Trees & Vegetation
- Road Safety
- Dropped Kerb / VCO
- Passenger Transport
The post holder will work as part of a multi-disciplinary Design & Transformation team solving complex experience and service design challenges across the organisation and contributing to design concepts for public services that are inclusive, accessible, cost effective and sustainable.
This role requires a high level of collaboration expertise to enable the Council to create a culture and working environment that supports creativity and embraces critical challenge to constantly improve how we organise and deliver our services. They will be expected to stay up to date with and apply best practice approaches in design to maintain high standards and innovation.
Line management responsibility:
No direct line management but may be required to oversee or supervise project team members and may be required to line manage a small team in the future.
Personal Characteristic :
- Degree or equivalent professional qualification plus experience at management level in a specialist area.
- Knowledge of the principles of change management, project management and continuous improvement, and their practical application.
- Authoritative knowledge of the work practices, process and procedures relevant to the role including broader sector/commercial awareness.
- Ability to manage budgets and resources to deliver effective support to their area of responsibility.
- Strong written and oral communication and interpersonal skills with high level negotiation and influencing skills and the ability to work collaboratively with internal and external partners/professionals.
- Comprehensive knowledge of computerised business systems.
- Understands how to inspire and motivate others.
- Advanced problem solving and analytic skills with the
capacity to devise and implement practical and creative solutions.
- Wide experience in successful leading, coaching, mentoring and developing of staff.
Details of the specific qualifications :
- Educated to RQF level 6 (bachelor's degree) in Design or equivalent by experience.
- * Solid track record of recognising unnecessary complexity in services, designing improvements and defining new business processes.
- Substantial experience of translating user research findings into user insights that can inform design concepts and decision making.
- Substantial experience of developing ideas using sketching, prototyping, iterative
- design and using testing tools to make sure prototypes and services meet user needs.
- Experience of working at pace using agile methods in technical and complex environments.
Role Summary:
Roles at this level are substantial management roles, they are either managing a multi functional support service within one of the organisation's service areas, or coordinating a specific business development or advisory area. This may involve significant coordination of complex or diverse services, e.g. leading business support services to professional teams, or coordinating teams carrying out specialist advisory or administrative services. More specialised roles will require a full understanding of a professional or specialised field and will work with those both inside and outside the organisation, to influence the development of services or delivery of specific projects or organisational objectives. They will provide overall guidance to more junior managers in terms of planning, service standards and resources which underpin service level agreements. Planning takes place over a one year horizon. Roles at this level are accountable for the professionalism of service delivery under their remit.
Connect2Surrey, part of Surrey County Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.