Service and Interaction Designer (Digital Transformation)

Service and Interaction Designer (Digital Transformation)

Job reference number: GLA5066

Grade: 10

The GLA has been at the forefront of digital and data innovation in London since its inception – will you join us as we make an exciting step change in our digital capability?

Digital and data services play a critical role in enabling the delivery of the functions of the Mayor of London and the London Assembly, and inspired user-centred service design is critical to effectively meeting the expectations of our users – internally and externally. 

As the new Service and Interaction Designer you’ll work alongside our product team (including user researchers, content designers, business analysts and project and product managers) to deliver high quality and elegant service design solutions, ensuring users can complete their goals and that our digital services support the delivery of GLA policy intent. This may involve the creation of, or changes to, internal and external digital processes, services, products and content across both digital and offline channels managed by the Digital Transformation unit, or other business units within the GLA or GLA group. We anticipate the initial focus being on internal products and services.

As a senior practitioner, you will be working through the entire design and delivery process, from framing problems, understanding, and visualising the service landscapes for teams, improving and reimagining end-to-end services, prototyping services and products and supporting their implementation.

You’ll have a strong focus on user needs and will be able to translate user feedback to content need and user stories, mapping organisational needs to new service development or improvements. You will use your ability to prototype content in a range of tools to gather early user feedback on new content approaches.

You will have strong design experience, stakeholder management and communication skills and will be able to translate ‘business’ language into plain English that users can easily understand, bridging the gap between the corporate/business need and user needs.

Your team and work programme

These roles will sit within the Product team in our newly formed Digital Transformation Unit, and report into the Head of Product.

You will join as we grow our user-centred design capacity within the unit to support our transformation programme. The growth includes the following posts:

• Senior User Researcher.
• Associate User Researcher.
• Business Analyst.
• Senior Content Designers.
• Training and Culture Change Manager.

While your priority will be improving internal services, you will work in multi-disciplinary teams on a wide range of products with colleagues across a range of service and policy areas. 

Organisational design and transformation will be at the heart of Digital Transformation Unit’s work – helping to put in place the building blocks of a modern digital organisation: a common core infrastructure of shared digital systems, technology and processes on which it’s easy to build brilliant, user-centric services and products for citizens, partners and GLA staff.

The organisational re-design work will include transformation of:

• Establishment control.
• Correspondence and contact management.
• Mayor’s Questions.
• Freedom of Information requests.
• Functions associated with the work of our Monitoring Officer e.g. registers of interest and gifts and hospitality.
• New requirements from our hybrid working environment.

The Digital Transformation Unit

The GLA’s newly formed Digital Transformation Unit is responsible for the delivery of all internal and external digital products and services at the GLA.

The unit is responsible for the design, delivery and management dozens of digital, data and technology services that support the delivery of the functions of the Mayor and the Assembly; and, in doing so, directly serve Londoners.

The GLA’s largest and most visible digital products – London.gov.uk, the London Datastore and Talk London – are used by millions of Londoners every year and provide the GLA with platforms for communications, convening, public engagement, data and information-sharing, and transparency. These services support delivery, scrutiny and democratic engagement at scale and at a low cost per user compared to non-digital channels and services.

Please ensure your supporting statement clearly addresses only the technical requirements as outlined in the person specification criteria (behavioural competencies will be tested at interview).

This role will be based at London Fire Brigade’s Head Office (Union Street SE1 0LL). 

GLA staff are hybrid working up to 3 days a week in our offices and remotely depending on their role. As part of this, you will need to split your time between home working and coming into the office.

London's diversity is its biggest asset and we strive to ensure our workforce reflects London's diversity at all levels. We welcome applications from everyone regardless of age, gender, gender identity, gender expression, ethnicity, sexual orientation, faith or disability.We particularly encourage applications from Black, Asian and Minority ethnic candidates and disabled candidates who are currently underrepresented in our workforce.

For more information on the GLA’s approach to Diversity and Inclusion, please see Diversity and our values | London City Hall

We are committed to being an inclusive employer and we are happy to consider flexible working arrangements. We would welcome applications from candidates who are seeking part time work as this role is open to job share. 

In addition to a good salary package, we offer an attractive range of benefits including 30 days’ annual leave, interest free season ticket loan, interest free bicycle loan and a career average pension scheme.

If you have a question about the role, please contact chris.mcconnell@london.gov.uk or a question about the application process, please email glarecruitment@engageats.co.uk quoting reference GLA5066

Interviews will take place: 13 - 27 October 2022

Please note we do not accept CV’s for this role. All applications for this vacancy must be submitted via our online recruitment system. To apply and to view a copy of the Job Description and Person specification, please click the "Apply Now" button below.