Scottish Government
Service Design Lead
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Job description
This is an exciting time to join us as we continue to evolve our services and increase our ability to put learners at the centre of education.
Education Scotland is an executive agency of the Scottish Government and the national improvement agency for education. Our role is to progress the Scottish Government's ambitious vision for education, where educators, learners and parents can take full advantage of the opportunities offered by technology to raise attainment, ambition and opportunities for all.
This role sits within the Glow team in Digital Services. Glow is the national online platform for education in Scotland and regularly supports more than 350,000 users each month. As Service Design Lead, you will ensure that user-centred service design practices are embedded and that the Scottish Approach to Service Design is applied to evolve and improve Glow.
You will lead the work of the Senior Service Designer and Senior User Researcher, overseeing the design activities required to support the future vision for a nationally provided digital education service. The role will drive service improvements through user-centred design, collaboration and evidence-based decision-making.
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Responsibilities
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- Conduct systematic quality assurance checks of evidence categorisation and filing, ensuring accuracy and promptly identifying, correcting and reporting any inconsistencies.
- Shape and evolve service design strategies that align user needs, organisational objectives and wider government priorities.
- Design inclusive, accessible and evidence-based services and systems that work seamlessly across multiple channels and services.
- Provide expert leadership on complex, high-risk and high-impact programmes, making informed decisions and adapting approaches in response to changing priorities and constraints.
- Influence strategic decision-making by providing insight, expertise and guidance on service design, digital transformation and organisational change.
- Build strong relationships with senior stakeholders, fostering collaboration, managing expectations and achieving consensus across diverse organisations and teams.
- Champion user-centred design, using research, data, prototyping and iterative approaches to inform decisions and improve outcomes.
- Resolve complex organisational, team and delivery challenges through effective mediation, coaching and conflict resolution.
- Represent and advocate for service design best practice both internally and externally, building networks and sharing knowledge across the wider community.
- Lead the evaluation and continuous improvement of services, ensuring they remain sustainable, effective and responsive to evolving user and business needs.
- Apply robust risk management approaches, guiding teams and senior leaders in identifying, assessing and mitigating risks proportionately.
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