20963 - Service Design / Customer Journey Professionals - Band B
Duration: 2 year fixed-term contract with the option to extend
Number of Positions:
It is an extremely exciting time here at HM Courts and Tribunals Service. We are currently undertaking a first-of-its-kind Change Programme aimed at delivering pioneering judicial services that better serve the public, and with over £1 Billion of funding this is the most ambitious programme of its kind anywhere in the world.
As part of the Change Directorate you will be at the forefront of facilitating and implementing change in our world-leading justice system. The Programme is ambitious and we need resilient, resourceful and adaptable people to make it happen.
Can you deliver in a fast-paced environment that is changing constantly? Does developing pioneering new services focussed on the end-user excite you? If so, please read on and apply.
About the Team
The HMCTS Change Directorate is redesigning and rebuilding our Courts and Tribunal services around the needs of our users - ensuring our services are accessible, easy to use, digital where necessary and appropriate, and well supported for all users.
The User Experience team is a cross cutting and enabling team which provides the approach, tools and support to the programmes to ensure it maintains the fundamental design principle of being user led in the delivery of transformed HMCTS services. The team work closely with projects to provide best practice and consistent design along with facilitating collaboration across the Directorate.
We are a portfolio function and provide expertise in a range of areas: this could range from designing a new pilot, segmenting and assessing populations to support our accessibility work, through to designing approaches to test interventions to support channel optimisation. Support will range from programme level research/analysis, embedding expertise in projects, consulting/advisory service or support using tools and frameworks developed by the User Experience team.
Why Join Us?
This is a once in a generation opportunity to help transform how justice is delivered in England and Wales - by ensuring that the needs of the public are kept at the heart of reform, your work will have a real lasting social impact.
This Programme is one of the largest across Government and you will gain a deep understanding of how a large complex portfolio operates as well as develop a broad range of effective business skills. Your development will be supported throughout with coaching and mentoring from senior professionals across the Directorate, and you will also have the opportunity to attain relevant professional qualifications/certifications.
Roles & Responsibilities
We are keen to focus the role around your strengths, so rather than hiring for specific skills we are keen to have interesting conversations with Service Design professionals who feel they can add value and contribute to the team.
Overall, your key purpose will be to identify ways to improve the end-to-end customer journey and internal processes across both digital and non-digital judicial services. If you are a Content Designer/Customer Experience Designer/Customer Journey Specialist with passion for this area we are eager to hear from you.
Some of the typical projects you could be working on include:
- Support channel design (Assisted Digital): designing to-be customer journeys across multiple channels including telephone and face to face, working with operational teams and third parties to design journeys that work for our users and staff. Including running workshops, collating and synthesising insight to inform design.
- Accessibility and Inclusion: designing a toolkit for project leads to use to ensure the design of their digital services is accessible, for example, standards for the design of paper journeys for new services.
- Customer Insight: Uncovering customer insights and bringing them to life e.g. creating and analysing surveys, conducting focus groups and building customer personas.
- Delivery: translate business, operational and technology-driven objectives into user-centric solutions; collaborate with product owners to ensure that changes to the customer journey are correctly implemented and tested; ensure compliance with legal, regulatory and operational requirements.
Skills & Experience
We are looking for candidates with a proven track record in the following:
- Experience of designing solutions which meet user needs and deliver an improved experience with knowledge on best tools and processes
- Experience of defining and maintaining customer journeys, ideally from a multi-channel environment
- Ability to design non-digital interactions as part of a broad end-to-end service
- Ability to understand how the service fits into a broader organisational context and constraints
- Ability to analyse the root cause of problems
- Ability to confidently facilitate design sessions/workshops and articulating ideas clearly in writing, visually and verbally
- Experience of delivering against tight timescales and demonstrating a proactive approach to managing risks as they emerge
- Experience of championing a collaborative approach to the design process
- Experience working of working in multi-disciplinary teams
- Experience working in complex change environments
- Experience with working in an agile environment and with development teams
Additionally, experience in the following would be highly advantageous:
- Experience of designing multi-channel services
- Ability to develop low fidelity prototypes
- Experience of working with accessibility needs
- Experience of content design
- Experience of working in the Public Sector
How to Apply
Please complete the application form online and submit an up-to-date copy of your CV as well as a 750-word statement of suitability demonstrating how you meet the requirements detailed above.
If your application passes the sift, you will be invited for a personal interview at 102 Petty France, Westminster with members of the team.
Working Arrangements & Further Information
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Support
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
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 equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
03/10/2018, 23:55 hours.
Closing Date: 3rd October 2018 at 23:55 hours
If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Candidate Information
You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.
Application form stage assessments
Interview stage assessments
A Great Place to Work for Veterans
The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
This job is broadly open to the following groups:
· UK nationals
· nationals of the Republic of Ireland
· nationals of Commonwealth countries who have the right to work in the UK
· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
· individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
· Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules
This Vacancy is closed to applications.