Service Designer - Higher Executive Officer

1. THE ROLE

We are seeking excellent designers with broad skills and expertise in areas such as service design, interaction design, and human-centred innovation to join our Change Programme Office team. The purpose of the role is to focus on customer research to better understand the needs of those who interact with the courts system and those who use our services, new process design to simplify and standardise our processes, resolving design flaws in our service delivery that hinder users or employee experiences.

Subject Matter Expertise and Technical Skills

·       Capable of developing use personas to understand users’ needs, experiences, behaviours and goals.

·       Capable of developing end to end user journeys and design blueprints to develop insights about courts user needs, expectations, pain points and opportunities.

·       Experience in user-centric design methodologies to drive research, design prototyping and testing ideas.

·       Proficiency in design tools

·       Familiarity with agile development methodologies.

Interpersonal and communication skills

·        Strong interpersonal skills to develop good working relationships across-functionally areas, collaborating with a variety of stakeholders both internal and external to develop idea for service delivery to stakeholders.

·        Great communication skills, ability to communicate effectively, distil complex information into simple language and switch styles to fit the audience and outcome.

Analytical Skills

·       Strong problem-solving skills.

·       Analytical mind-set to review quantitative and qualitative data to understand a service from the perspective customer, employees and key stakeholders.

·       Reasoning and logical skills to find new opportunities to delivery services.

Note, the above is intended as a guide and is neither definitive nor restrictive. It will be subject to periodic review with the post holder.

3. Essential Qualifications & Requirements

Qualifications

·       2+ years of proven experience as a Service Designer, with a strong portfolio showcasing creative and effective service design solutions.

·       Relevant service design qualifications (e.g., certifications, courses, or degrees in Service Design, UX, Interaction Design, or similar fields). Formal training in design thinking design methodologies desired

·       Proficient in service design tools and methodologies, such as journey mapping, service blueprints, prototyping, user research, and persona development, with a focus on delivering actionable insights.

·       Strong understanding of digital tools used for design and collaboration, including platforms such as Figma, Adobe XD, or Miro.

Required Skills and Behaviours

·       Creative Innovator: Shows a track record of thinking outside the box, adopting the latest trends, and delivering innovative solutions across a variety of projects.

·       High-Quality Delivery: Produces detailed and polished outputs such as service blueprints, journey maps, and personas, ensuring deliverables meet or exceed best-practice standards in service design.

·       Ownership and Accountability: Demonstrates strong ownership over projects, ensuring tasks are followed through from start to finish with a focus on quality and consistency.

·       User-Centric Mindset: Puts the user experience at the heart of every decision and design, balancing empathy with actionable insights to improve service outcomes.

·       Problem-Solving Focus: Exhibits resilience and proactive problem-solving abilities, particularly when handling complex or ambiguous project challenges.

·       Collaboration & Stakeholder Management: Effectively communicates and collaborates with cross-functional teams and stakeholders, ensuring a smooth workflow and shared understanding throughout project cycles.

·       End-to-End Responsibility: Takes full responsibility for the quality of the work delivered and ensures that project timelines are met, making adjustments as necessary to maintain high standards.

4. APPLICATION PROCESS

Application should be made by logging into the advertisement link and uploading your cv and completing a cover letter.

The closing date is 12noon on 9 October 2024. Applications received after the closing date and time will not be accepted.

The cover letter is on the system with 400 maximum words allowed. You should outline how you meet the required skills and behaviours of the role.

Candidates who do not hold or do not demonstrate the skills and experience will not be called for interview.

The admission of a person to a competition, or invitation to attend an interview, is not to be taken as implying the Courts Service is satisfied such a person fulfils the requirements of the competition or is not disqualified by law from holding the position and does not carry a guarantee that your application will receive further consideration. It is important, therefore, for candidates to note that the onus is on them to ensure that they meet the eligibility requirements for the competition before attending for interview. If a candidate does not meet these essential entry requirements but nevertheless attends for interview, that candidate will be putting him or herself to unnecessary expense.

It is important to note the onus is on applicants to ensure the eligibility requirements for the competition are met when applying for the competition.

The Courts Service accepts no responsibility for communication not accessed or received by an applicant.

5. Selection Methods

The Selection Process will involve:

·                 Shortlisting of candidates, on the basis of the information contained in their CV & Cover Letter.

·                 A competitive interview.

Assessment

The Courts Service will short list to select a group for interview who, based on an examination of the CV & cover letter, appear to be the most suitable for the position.

Those that demonstrate evidence at the required level will be called to interview.

Skills and competencies

Candidates should demonstrate that they have the ability to carry out successfully the duties of the role, as well as the general skills and competencies namely:

Team Leadership

Works with the team to facilitate high performance, developing clear and realistic objectives and addressing and performance issues if they arise. Provides clear information and advice as to what is required of the team. Strives to develop and implement new ways of working effectively to meet objectives. Leads the team by example, coaching and supporting individuals as required. Places high importance on staff development, training and maximising skills and capacity of team. Is flexible and willing to adapt, positively contributing to the implementation of change.

Judgement, Analysis and Decision Making

Gathers and analyses information from relevant sources, whether financial, numerical or otherwise weighing up a range of critical factors. Takes account of any broader issues and related implications when making decisions. Uses previous knowledge and experience in order to guide decisions. Makes sound decisions with a well-reasoned rationale and stands by these. Puts forward solutions to address problems.

Management and Delivery of Results

Takes responsibility and is accountable for the delivery of agreed objectives. Successfully manages a range of different projects and work activities at the same time. Structures and organises their own and others work effectively. Is logical and pragmatic in approach, delivering the best possible results with the resources available. Delegates work effectively, providing clear information and evidence as to what is required. Proactively identifies areas for improvement and develops practical suggestions for their implementation. Demonstrates enthusiasm for new developments and changing work practices and strives to implement these changes effectively. Applies appropriate systems and processes to enable quality checking of all activities and outputs. Practices and promotes a strong focus on delivering high quality customer service, for internal and external customers.

Interpersonal and Communication Skills

Builds and maintains contact with colleagues and other stakeholders to assist in performing role. Acts as an effective link between staff and senior management. Encourages open and constructive discussions around work issues. Projects conviction, gaining buy-in by outlining relevant information and selling the benefits. Treats others with diplomacy, tact, courtesy and respect, even in challenging circumstances. Presents information clearly, concisely and confidently when speaking and in writing.

Specialist Knowledge, Expertise and Self Development

Has a clear understanding of the roles, objectives and targets of self and team and how they fit into the work of the unit and Department/Organisation and effectively communicates this to others. Has high levels of expertise and broad Public Sector knowledge relevant to his/her area of work. Focuses on self-development, striving to improve performance.

Drive & Commitment to Public Service Values

Strives to perform at a high level, investing significant energy to achieve agreed objectives. Demonstrates resilience in the face of challenging circumstances and high demands. Is personally trustworthy and can be relied upon.

Candidates with Disabilities

The Courts Service has a key role to play in attracting candidates from all sectors of society, ensuring that routes to career opportunities are accessible to all who are interested. We are committed to equality of opportunity for all candidates. If you have a disability or need reasonable accommodation made during the selection process, we strongly encourage you to share this with us so that we can ensure you get the support you need.

Reasonable accommodation in our selection process refers to adjustments and practical changes which would enable a disabled candidate to have an equal opportunity for this competition. Examples of adjustments we provide include the use of assistive technology, extra time, scribes and/or readers or a range of other accommodations.

Please be assured that having a disability or requiring adjustments will not impact on your progress in the selection process; you will not be at a disadvantage if you disclose your disability or requirements to us. Your disability and/or adjustments will be kept entirely confidential.

6. Interviews

Interviews will take place late September in Dublin city centre. Interviews will be structured in format, with candidates asked to provide examples of the competencies for the role as outlined in Section 5 of this document.

Interview

Candidates will be required to detail their experiences under the six competencies. The competencies will be thoroughly and systematically assessed at interview to determine suitability for the grade of Higher Executive Officer.

The board may ask about the experience described on the CV or cover letter or they may ask for other examples.

It is anticipated the interview will last 45 minutes.

Marks allocated at interview.

Each of the six competencies carry marks of:

Team Leadership (60)

Judgment, Analysis & Decision Making (60)

Management and Delivery of Results (60)

Interpersonal & Communication Skills (60)

Specialist Knowledge, Expertise and Self Development (60)

Drive & Commitment to Public Service Values (60) therefore, a total of 360 marks is available for the interview.

Candidates are required to achieve 50% or more in each competency to be considered for a place on the panel.

Panel Formation

Following the interview process a panel will be formed for the purpose of filling the Service Designer position.

Candidates will be ranked in order of merit based on performance at interview.

This panel will remain in place from the date of formation of the panel until 31 October 2025 or until the exhaustion of the panel whichever is the earlier.

Candidates who have not been offered a position at the expiry of the panel will have no claim to any further positions thereafter because of having been on the panel.

Confidentiality

Candidates can expect that all enquiries, applications and all aspects of the proceedings to the extent that they are managed by the Courts Service are treated as strictly confidential subject to the provisions of the Freedom of Information Act 2014. However, candidates should note that all application material may be made available to the interview board. Certain items of information, not specific to any individual, are extracted from computer records for general statistical purposes.

Garda Vetting

Garda vetting will be sought in respect of individuals who come under consideration for appointment. The applicant will be required to complete and return a Garda Vetting form should they come under consideration for appointment.

This form will be forwarded to An Garda Siochána for security checks on all Irish and Northern Irish addresses at which they resided. Enquiries may also be made with the police force of any country in which the applicant under consideration for appointment resided. If the applicant subsequently comes under consideration for another position, they will be required to supply this information again.

Other important information

The Courts Service will not be responsible for refunding any expenses incurred by candidates.

Prior to recommending any candidate for appointment to this position the Courts Service will make all such enquiries that are deemed necessary to determine the suitability of that candidate. Until all stages of the recruitment process have been fully completed a final determination cannot be made nor can it be deemed or inferred that such a determination has been made.

Should the person recommended for appointment decline, or having accepted it, relinquish it, or if an additional vacancy arises the Courts Service may, at its discretion, select and recommend another person for appointment on the results of this selection process.

Review and Complaint Procedures under the Code of Practice for Appointments to Positions in the Civil and Public Service

If a candidate is unhappy following the outcome of any stage of a selection process, they can either:

1.     Request a Review of a decision made during the process Or

2.     Make a Complaint that the selection process followed was unfair

A candidate can follow either one of the two procedures in relation to the same aspect of a selection process, but not both. Where a review of a selection process has taken place under Section 7 (as detailed below), a complainant may not seek a further review of the same process under Section 8, other than in the most exceptional circumstances that will be determined by the Commission for Public Service Appointments (CPSA) at its sole discretion.

There is no obligation on the Courts Service to suspend an appointment process while a Review or Complaint is being considered. However, the CPSA expects that, where possible, the Courts Service will intervene in cases where it finds an error is likely to have occurred.

Requesting a Review under Section 7

A request for review may be taken by a candidate should they be dissatisfied with an action or decision taken by the Courts Service. The Courts Service will consider requests for review in accordance with the provisions of Section 7 of the Code of Practice for Appointments to Positions in the Civil and Public Service published by the CPSA.

When making a request for a review, the candidate must support their request by outlining the facts they believe show that the action taken or decision reached was wrong. A request for review may be refused if the candidate cannot support their request.

The Informal Review will consist of a desk-based examination of any available information in relation to the recruitment process and the decision taken regarding the candidate’s application. The outcome of the Informal Review Process will be communicated to the requester in writing.

•       A request for Informal Review must be made within 5 working days of notification of the decision and will normally take place between the candidate and a representative of the Courts Service who had played a key role in the administration of the selection process.

•       Where a candidate remains dissatisfied following any such informal discussion, he/she may adopt the formal procedures set out below.

A request for Formal Review must be made within 5 working days of either the notification of the selection decision, or the notification of the outcome of the Informal Review process. Any extension of these time limits will only be granted in the most exceptional of circumstances and will be at the sole discretion of the Chief Executive.

•       The candidate must address his/her concerns in relation to the process in writing to the Personnel Officer of the Courts Service (via email to careers@courts.ie, or in writing to Personnel Officer, Human Resources, 15/24 Phoenix Street North, Smithfield, Dublin 7), outlining the facts that they believe show an action taken or decision reached was wrong.

•       The Formal Review will be conducted by a person who is completely independent of the selection process

•       The outcome of the Formal Review must generally be notified to the candidate within 25 working days of receipt of the request for review. If the investigation does not produce a decision within this time, the Courts Service must keep the candidate informed of the status of the review and the reasons for the delay.

Tenure

The appointment is to an established position in the Civil Service.

Salary

The salary scale for the position (rates effective from June 2024) is as follows: Higher Executive Officer - Personal Pension Contribution Salary Scale:

€56,556.00, €58,209.00, €59,860.00, €61,509.00, €63,164.00, €64,812.00

€66,464.00 (MAX), €68,849.00 (LSI[1]), €71,227.00 (LSI[2])

New entrants to the Civil Service will be appointed to the first point of the (PPC) salary scale.

The PPC pay rate applies when the individual is required to pay a Personal Pension Contribution (otherwise known as a main scheme contribution) in accordance with the rules of their main/personal superannuation scheme. This is different to a contribution in respect of membership of a Spouses’ and Children’s scheme, or the Additional Superannuation Contributions (ASC). A different rate will apply where the appointee is not required to make a Personal Pension Contribution.

¹ After 3 years satisfactory service at the maximum.

² After 6 years satisfactory service at the maximum.

 CLICK THE APPLY BUTTON TO GO TO THEIR CAREERS PAGE WHERE YOU CAN CHECK THIS JOB AND ALL OTHER OPPORTUNITIES AVAILABLE.