Senior Service Design Expert

Background

Revenue Mobilisation, Investment and Trade (REMIT) programme, funded by the UK's Foreign, Commonwealth and Development Office (FCDO) and implemented by Adam Smith International (ASI) is a technical assistance program aimed at driving reforms that strengthen macroeconomic stability, foster sustained economic growth, promote mutual prosperity, create jobs, and reduce poverty. REMIT supports the Government of Pakistan, its ministries, and institutions in enhancing revenue mobilization, improving the investment climate, reducing trade barriers, and strengthening macroeconomic policy management.

REMIT is engaged with the Federal Board of Revenue (FBR) in a multifaceted collaboration aimed at boosting taxpayer compliance. This includes redesigning various services in FBR's filing portal with a view to enhance service delivery and user experience. By adopting a Human-Centered Design (HCD) approach, REMIT's FBR Service Design Initiative (SDI) aims to streamline the taxpayer journey, broaden the tax base, and deliver world-class services for taxpayers, tax agents, and officials, ultimately increasing revenue collection and supporting Pakistan's economic objectives.

Objectives

o The objectives of the FBR Service Design Initiative (SDI) are as follows:

o Make FBR tax services more efficient

o Make FBR tax services more effective

o Create a seamless omni-channel FBR taxpayer experience

o Create trust with FBR taxpayers and improve FBR's brand

o Undertake organisational capacity building to improve FBR's service design capabilities

Job Summary

The Senior Service Designer will lead the strategic design and transformation of IRIS digital services, ensuring they align with FBRs service vision, taxpayer needs, and international best practices. This role will involve conducting research, designing service touchpoints, and ensuring that services are tailored to meet the needs of taxpayers. The position will also entail close collaboration across multidisciplinary teams and the FBR. The ideal candidate should have a strong design background, a customer-centric mindset, and the ability to work collaboratively with multidisciplinary teams.

Duties and Responsibilities

· Conduct user research and gather insights to understand taxpayer needs and pain points.

· Develop service conceptual models, mapping matrices, and Service design implementation specifications and guidelines.

· Design and develop service blueprints and customer journey maps.

· Create user-centred service touchpoints, including digital interfaces and physical interactions.

· Collaborate with UI designers and other team members to implement design solutions.

· Test and iterate on service designs based on user feedback and testing results.

· Ensure that services are compliant with regulatory and legal requirements.

· Communicate design concepts and rationales to stakeholders.

· Support Service Design and User Experience (UX) Lead in timely production of activity deliverables.

Qualifications and Experience:

· Bachelor's or master's degree in service design, user experience design, or a related field.

· 5+ years of work experience in service design and delivery.

· Proven experience in service design, user experience design, or a related role.

· Understanding of government frameworks and legalities.

· Strong understanding of user-centred design principles.

· Proficiency in design software and tools.

· Excellent communication and collaboration skills.

· Ability to conduct user research and translate findings into actionable design solutions.

Reporting

The "Senior Service Designer" will report to REMIT Team Lead, REMT Tax Lead and REMIT Service Designer Lead

Application and Deadline

Interested applicants should submit their resume by Thursday 14th August at 5pm PKT