Location
Central London

Hours
Full Time

Salary
£53,081 per annum

About the Role
HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. We are seeking a passionate Service Designer to join our Digital Delivery team, redesigning and rebuilding courts and tribunal services around user needs. You will play a key role in building our capability to design and continuously iterate world-class, user-centred, inclusive services for both internal and external users.

As part of the User-Centred Design team, you will work closely with user researchers, analysts and frontline staff to understand pain points and design, test and iterate solutions. You will lead service design for products or services, collaborating with interaction design, content design and user research professionals to deliver user-centred solutions.

Key responsibilities include designing services that work across multiple channels for court and tribunal journeys, developing service journey maps, blueprints and high-level prototypes. You will facilitate co-design with judges, operational leaders, technical teams and other stakeholders, managing expectations and agreeing service propositions. Embedded within agile delivery teams, you will help manage and visualise outcomes, prioritise work and develop service roadmaps from minimum viable products to full live services.

You will be an active member of HMCTS’ user-centred design community, coaching and mentoring others, supporting your own development, and participating in user research to translate findings into actionable insights that inform service development.

Experience
Comfortable working collaboratively with research and design professionals to promote user-centred approaches. Skilled in evidence- and context-based design, using research insights to develop, test and refine solutions that meet user and business needs across entire user journeys. Experienced in advising teams on tools, methods and approaches to solve user problems and advocate for user-centred design within an organisation.

About you
Committed to public service with a passion for designing simple, accessible digital services. Able to interpret technical and business stakeholder needs and manage expectations to influence user-centred change. Skilled in building consensus and motivating teams. Proactive in challenging constraints and ensuring compliance with HMCTS and cross-government design standards. Enthusiastic about coaching and mentoring others and continuously developing your own design expertise.

Qualifications
Relevant experience in service design or related disciplines is essential. A strong understanding of user-centred design principles, agile methodologies and digital service delivery is required. Commitment to continuous professional development within the user-centred design community.