Service Designer

HM Revenue and Customs

Apply before 11:55 pm on Thursday 13th August 2020


Reference number



£40,544 - £45,054


Senior Executive Officer

Contract type


Business area

HMRC - CDIO - CIO Customer Strategy and Tax Design

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of posts



10 South Colonnade, Canary Wharf, London moving to Stratford Regional Office in Spring 2021

About the job


Do you want to create services that both matter and affect the lives of millions of people in the UK?

HMRC is one of the largest organisations in the UK and we own the biggest digital operation in Government. Our digital business runs the IT behind tax and benefits services for 45 million individual and 4.9 million business customers.

We’re making HMRC’s services and information simpler, clearer and faster for individuals and businesses.

To do that, we need service designers who will help us design user-centred policy and integrated services based on user needs.

Job description

As a service designer in our Policy Lab, you’ll work in a multidisciplinary team, alongside policy specialists, user researchers, designers, product managers and technology specialists, to develop policy approaches that lead to user-centred public services.

You’ll be part of our active and encouraging design community, within HMRC and across government.

This is an exciting time to join an organisation that probably doesn’t work how you’d imagine a government organisation would. Our blog tells you a bit more about what we do in Policy Lab and how we do it.

The team:

Here in the Policy Lab we have a core team of product managers, service designers and user researchers. Each policy project has at least one person from those professions, and we work closely with our policy teams to take forward their policy challenges.

Collaboration is key - everything we do is in partnership with our policy team. That means we prioritise the work we do together, they attend user research sessions and actively participate in design workshops. We hope it’s an enlightening, and fun experience - at least that's what feedback so far is telling us!


Your role will include:

• Developing an understanding of policy intents as well as a clear understanding of user needs in a given policy context
• Analysing failure within existing services, identifying root causes for that failure and creating recommendations to address that failure, particularly through policy approaches
• Mapping current service journeys and creating blueprints for improved and/or new services
• Understanding the existing support system for a service - both digital and process based - and designing targeted improvements to existing services or to accommodate new services,
• Building collaborative relationships with stakeholders across teams and service domains
• Mentoring and coaching within the design community, line managing more junior designers

Essential criteria:

• Experience designing services that are delivered through integrated digital products and/or non-digital services; you will need to show evidence of this as part of your application, through including links to service design portfolio/examples in your personal statement
• Experience planning and running workshops with stakeholders, end users and/or front-line service providers, experience contributing to service design project planning
• Proven user research practice, experience in using metrics and user feedback to define/refine services and the ability to work collaboratively with user researchers and interpret research findings
• Significant experience analysing and communicating user journeys and service flows
• Experience prototyping and iterating products and/or services
• Knowledgeable about new and emerging technologies and a basic understanding of digital delivery platforms and digital prototyping approaches

The following experience is desirable:

• Experience working with the Service Manual and/or GOV.UK standards and working practices
• Designing within a policy context
• Some knowledge of current technologies used to build and operate digital services, and the different technical roles in a digital team
• Knowledge or experience of working in an agile delivery environment


• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

If you are applying for a role in an office within a regional center location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.

Please also find attached 'Your little extras booklet' for further information'.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

As part of the application process you’ll need to provide:

• your CV which will detail your employment history, full qualifications and any previous skills/experience you have.

• your statement of suitability (maximum 1000 words), which should illustrate your experience and skills, and their alignment to the role requirements, using examples from your work in service design

• examples of your service design portfolio, shared as links within your statement of suitability. These can be either links to web pages or file transfer folders. PLEASE NOTE: Within the sift process, applications are anonymised; please ensure that any portfolio or work examples shared do not have any personal information that would undermine anonymity (this includes link URLs that have an identifiable person’s name).

Things you need to know

Applicants will be sifted on CVs and statements of suitability submitted against the speciation above, in particular the essential criteria.

Interviews will focus on the candidates’ application, their knowledge, experience and competence, and the essential criteria required.

Interviews may be held via video. Sift and interview dates to be confirmed.

Further Information:


This role maps to the cross-government framework for the Digital, Data and Technology (DDaT). For more information visit the GOV.UK DDaT page.

This post is full time, however, applicants who wish to work an alternative working pattern are welcome to apply. All requests will be considered, however, the preferred working pattern may or may not be available.

Any move to HMRC will mean you will no longer be able to carry on claiming childcare vouchers. You will however have access to the governments Tax Free Childcare scheme.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.

Security Update

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

HMRC transformation

In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce. These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. There will also be a small number of specialist sites, where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff. If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC’s applicable policies, to move to one of these locations in the future. In some cases this will be via a transitional site. If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. If you are a current HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information please contact the vacancy holder.

Terms and Conditions

Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit


If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

New entrants are expected to join on the minimum of the pay band.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

Job contact :
Name :  Faye Churchill
Email :
Telephone :  07824 415698
Recruitment team :
Email :

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages:

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