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Service Designer

Service Designer, Good Practice & Partnerships Team

Any Refugee Action Office – London, Birmingham, Bradford or Manchester with flexibility to undertake regular home working

Salary – £32,234 + ILW £3,717 (if based in London)

Full time, 35 hours per week

Permanent contract (funded until March 2023)

 

We’re looking for a Service Designer to join our team to:

  1. Collaborate with team members to lead the human-centred and community-centred pieces of work with organisations across the asylum and refugee sector.
  2. Develop the existing digital products which run across the Good Practice & Partnerships team with support from external developers and support the development of services alongside team members
  3. Innovate with the team to understand the changing needs of organisations and their communities to design ways of increasing collective impact.

Our Good Practice and Partnership (GPP) team connects, collaborates and works with over 250 organisations to build capacity and co-design solutions to the challenges they face. The team has built strong, trusting relationships with organisations and work with them to build offers which respond to asylum seekers and refugees’ needs.

Since 2017 the GPP team has been working closely with CAST and SIDE Labs to learn and build design and digital skills and experience within the team to both develop services across the team and build skills across the sector. In 2018 we transformed a traditional service delivery model and created Asylum Guides, a programme which now supports several organisations to provide legal information to asylum seekers across England and Wales.

The Digital Design for Good Practice project is funded by the National Lottery Community Fund under its Digital Fund Programme. The project takes a design-led approach to developing, testing and sharing new services and products to improve service delivery in the asylum and refugee sector, with a focus on immigration legal advice, early action service design and volunteer-led legal literacy programmes. This work aims to benefit 80,000 refugees and people seeking asylum in the UK.

At the beginning of the pandemic we launched our Digital Design for Good Practice project as the Coronavirus Response Project to bring organisations together to adapt to the crisis. We partnered with SIDE Labs throughout the pandemic who provided digital expertise and upskilled the team through collaborative working and peer learning. We published the Coronavirus Asylum Handbook bringing together 40 organisational responses to the pandemic at the end of March 2020 and this was followed by several design sprints centred around different key issues organisations were having to come to terms with. We built a microsite to host learning, guidance and sector stories as well providing a digital space for the other projects across GPP. We also started a monthly newsletter, an online meetup group and a community Slack workspace. In January 2021 we ran the Explore Programme which supported 12 organisations to adapt their services to respond to the challenges posed by Covd-19 and in March 2021 two Experts by Experience Groups Pilots which supported organisations to set up user groups and learn from each other. Insights and learning from the Digital Fund Programme so far highlights our role in supporting other organisations to develop digital skills during the pandemic.

We’re currently reviewing needs and learning and the Service Designer will join the team to lead on the delivery of internal and external design projects as well as developing existing products and supporting design skills development across the team.

To succeed in this role you will have:

  • Knowledge and experience of human-centred and community-centered methodologies
  • Significant experience working in service design, applying user research, user-journey mapping, prototyping and co-design
  • Excellent project management skills and ability to plan and manage own workload
  • Insight into the needs, hopes and experiences of asylum seekers and refugees in the UK, and the organisations providing services to them, especially in relation to justice, homelessness and poverty

We want to make sure that we reach to as many potential candidates as possible and that we make the process very accessible so we will be running two ‘info’ sessions where interested people can come and find out more about the role, the work of the Good Practice and Partnerships team and the application process.

These are the dates and please do sign up using the link below for either of those:

Session 1: 10th November from 12:00-13:00

https://us06web.zoom.us/meeting/register/tZclce-vrTstGdLCb4NkiddwEipU5TDby9ZS

Session 2: 16th November 14:00-15:00

https://us06web.zoom.us/meeting/register/tZAtf-6uqDwoE9PBYUKz7PIvr16HiORzhIGK

*Please note: Please register in advance of the session, and you will receive an email with the joining link. We will deliver the same content at both sessions, so you can book just the one.

We would also be happy to discuss the job offer and answer any questions you may have, please contact us directly if you can’t make the meetings:

Pascale Gayford – pascaleg@refugee-action.org.uk

If you have any queries regarding the process and application, please send an email to recruitment@refugee-action.org.uk

Those with lived experience as a refugee are encouraged to apply.

Closing date: 29th November

Interviews: 14th December (Remote interviews)


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