Lead Business Designer

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This role is part of HMRC Valuation Office, formerly known as the Valuation Office Agency. We have recently integrated into HMRC.

HMRC Valuation Office are the public sectors property valuation experts and advisers with a vision to be a world-leading provider of public sector valuations. Our work is vital to the collection of over 60 billion of revenue which goes back into communities, touching every citizen and every business across England and Wales.

Role Overview

An exciting opportunity has arisen to join the expanding Business Design team in HMRC Valuation Office. As Lead Business Designer, you will own the end-to-end view of one of our two main services: Council Tax or Non-Domestic Rates. You will use evidence and data to identify where service improvements will have the greatest impact, lead cross-functional design activity, provide recommendations and shape outcomes that influence organisational decisions.

This is a new role for the organisation, enabling the individual to shape this opportunity for themselves. This is amidst an exciting backdrop of the organisation adopting new technologies and designing for new policies.

Key responsibilities

• Lead on the development and maintenance of key design artefacts for one of the agencies main services, including service blueprint and business capabilities, to provide a clear view of the current service and its future state.
• Promote the value and impact of business design across the VO, building knowledge, capability and maturity of business design and architecture.
• Align with strategy and policy to understand and drive the implementation of the organisations vision. Use data analysis and evidence to identify improvement opportunities and prioritise work across the end-to-end service.
• Facilitate workshops and lead cross-functional design activity with colleagues from user research policy, technology, AI, data and operations to design user-centred solutions.
• Work across organisational boundaries to ensure best possible service design and balance policy intent, customer needs, available resources and value for money.
• Provide strategic insight to senior leaders, ensuring design decisions support measurable improvements for users and the organisation.
• Lead the impact assessment of proposed changes across users, process, data, technology and people, and use this to develop evidence-based transformation solutions.

We are looking for a confident and credible design leader with strong experience of user-centred service design and business architecture. You will be able to lead and promote the value of strategic business design and influence senior stakeholders, work across professional boundaries and turn complex issues into clear, practical and evidence-based design outputs.

You will operate with a high degree of autonomy, setting direction for business design activity within their service area. In this leadership role, you will need to be flexible, resilient and respond effectively to changing priorities, helping to deliver results whilst navigating and understanding often complex and ambiguous business problems where there is not always a clear precedent.

Essential Requirements

• Demonstrable experience of service design, leading cross-functional teams to develop service blueprints, customer journeys and process maps.
• Demonstrable experience of business architecture or business design across transformation or strategy work, including experience of developing and utilising business capabilities.
• Strong Leadership skills with experience of leading design activity across diverse stakeholders and lead cross-functional teams to deliver measurable outcomes.
• Strong communication skills, with the ability to influence and negotiate at all levels and present complex ideas clearly, both verbally and visually, to technical and non-technical audiences.
• Strong ability to use evidence and data to shape priorities, assess impacts, support strategic decision-making and deliver successful outcomes.
• Ability to take an enterprise-wide view using standard frameworks, linking strategy, capabilities, technology and governance to coherent design outcomes.
• Resilience, adaptability and sound judgement in ambiguous environments, with the ability to work at pace and respond to changing priorities.