Senior Service Designer

Cancer Research UK

4,000 professionals, 0 days wasted, 1 incredible purpose. Together we will beat cancer.

Senior Service Designer

£48,000 – £52,000

Reports to: Lead Service Designer

Department: Chief Operating Office

Contract: 18 month fixed-term contract

Hours: Full time 35 hours per week

We’re open to a variety of ways of working, including full time, part time, job share and compressed hours.

Location: Stratford, London. Office-based with high flexibility (1-2 days per week in the office)

Closing date: 19 June :55 This vacancy may close earlier if a high volume of applications are received or once a suitable candidate is found

Recruitment process: Two competency-based interviews with an exercise included in the second

Interview date: From the week commencing 19 June 2023

Application method: We operate an anonymised shortlisting process in our commitment to equality, diversity, and inclusion. CVs are required for all applications; we won’t be able to view them until the interview stage so they will not be reviewed in the shortlisting process. To be considered fairly for this role, you must fill out the employment history application questions.

At Cancer Research UK, we exist to beat cancer.

We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That’s why we’re looking for someone talented, someone who wants to develop their skills, someone like you.

The Service Design team is essential in accelerating transformation at Cancer Research UK by facilitating change through design.

As a Senior Service Designer, you will play an important role in helping us deliver against the ‘Sustain’ pillar of our new organisational strategy. You will do this by being a member of the ‘Our CRUK’ team, which aims to deliver a step change in the performance of our Head Office teams. ‘Our CRUK’ aims to:

• Employee experience: Create a great place to work for everyone
• Make life easier: ensure everyone has the right tools to support them do their job
• Maximise our impact: operate effectively and efficiently, and our future funds are secure
• Protect our reputation: actively manage risks and maintain our reputation

Working in cross-functional teams predominantly within the Chief Operating Office (COO) Directorate, you will lead work to co-design new or improved internal services as part of this large transformational programme, whilst embedding ownership and accountability of the service journeys into our COO teams. You will own multiple workstreams holding the space and connection between different professionals to ensure that the balance between user experience and organizational outcomes is orchestrated in the right way.

What will I be doing?

Showing the possible: researching, designing, and testing end-to-end services

• Forging strong, collaborative partnerships with Business Owners across COO to co-design new service models and value propositions, helping define how the organisation can re-organise itself to best deliver them
• Providing strong leadership and clear decision-making for the cross-functional team in delivering transformational initiatives
• Collaborating in cross-functional teams on a wide variety of initiatives, working in close partnership with capabilities including UX, content design, and solution architecture to develop artefacts (e.g. service blueprints and prototyping)
• Testing and iterating to deliver consistently high-quality user-centred services

Coaching, supporting, and devolving ownership

• Coaching the Business Owner in scoping and delivering user-centred services using expertise in design to challenge and influence stakeholders and drive digital change
• Supporting business teams to develop the cultural conditions, practices, and spaces to design lean user-centred services, from using the right tools to creating psychological safety
• Assisting managers and leaders across the organization in future-proofing the roles and responsibilities within their teams to reflect increased digital ownership and skillsets

Implementation and evaluation: setting measures for value and tracking them

• Recommending, agreeing, and tracking KPIs for propositions and services
• Ensuring initiatives are evaluated against a benefits framework shared between Technology and business teams
• Being aware of the cost-of-service delivery and of the importance of measuring this

Setting strategic direction based on business needs

• Leading the design work that supports Cancer Research UK in identifying organisational priorities
• Implementing and championing standards and guidelines set by Capability Leads to ensure quality assurance is maintained across our digital presence and that relevant regulations, laws, and codes of conduct are upheld
• Using Service Design outcomes to direct strategy and organisational operations

Full stack service design: building our capability

• Supporting with mentoring and recruiting the Service Design team
• Working as a capability to make sure projects connect and create a whole ‘greater than the sum of the parts’
• Regularly publishing work in progress to accelerate organisational sense-making
• Making an organisation-wide case for end-to-end service design and pushing back when evidence suggests we should
• Understanding and championing technology product portfolio as the bedrock of our digital presence
• Establishing what good looks like: work in close partnership with other Capabilities including Business Architecture, Content Strategy, and UX to develop guidance on good digital and design practice at Cancer Research UK

What skills are you looking for?

• Experience Service Designer who has co-designed new or improved internal-facing services and researched, designed, and tested end-to-end services
• Delivered large-scale change/ transformational programmes or high-profile initiatives within an Agile environment
• Provided strong leadership and clear decision-making for cross-functional teams
• Built, mediated, and influenced stakeholder relationships across the organization with experience dealing with complexity and influencing organisational strategy and operations
• Mentored, developed, and supported junior team members
• Robust experience in evidence-based service design and delivery (including idea validation, user case creation, user experience, user research, and usability testing for a variety of audiences)
• Knowledge of core digital capability areas such as content strategy, business analysis, and solution architecture with a track record of applying these to design decisions
• Worked with the different materials of service from user interactions across digital and non-digital to backend processes and policy

What will I gain?

Each and every one of our employees contributes to our progress and is supporting our work to beat cancer. We think that’s impressive.

In return, we make sure you are supported by a generous benefits package, a wide range of career and personal development opportunities and high-quality tools, policies and processes to enable you to do your job well.

Our benefits package includes a substantial retirement plan, a generous and flexible leave allowance, discounts on anything from travel to technology, gym membership, and much more.

We don’t forget people have lives outside of work too and so we actively encourage a flexible working culture.

Our work – from funding cutting-edge research to developing public policy – will change the world. It’s exciting to be part of our team.

For the full job description and more information about working with us please contact Jamie.Byford-

Additional Information

Cancer Research UK’s Technology team is proud to be part of the Tech Talent Charter (TTC) for our efforts in driving equality, diversity, and inclusion in the workplace. Our vision is a digital world accessible to all, and we have always sought to draw from a diverse pool of talent and maintain an inclusive working environment.

For more information on this career opportunity please visit our website or contact us at .

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