Service Design Lead

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 Service Design lead will oversee and lead the entire overlay of the assignment. This position will entail leading the thought design, design transformation, service design and UX strategy. The role demands thorough collaboration with FBRs leadership and multidisciplinary teams to define and understand key pain points and the current state of IRIS services and then translating this intel to an improved future state. The service design lead will also guide the Service design team and ensure the assignment aligns with both FBR and REMITs objectives as well as international best practices. 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

· Oversee current-state research (user journeys, pain points, ecosystem mapping) to identify gaps and opportunities.

· Lead the creation of future-state service concepts, ensuring they are user-centred, scalable, and technologically feasible.

· Ensure all service design initiatives align with FBR and REMIT's strategic objectives, policies, and regulatory requirements.

· Act as the primary liaison between leadership (FBR/REMIT), product teams, and external partners to align priorities.

· Define team workflows, methodologies and quality standards for service design deliverables.

· Facilitate workshops and co-design sessions with stakeholders to align on service vision and requirements.

· 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.

· Manage the Service design team for timely production of activity deliverables.

Qualifications and Experience:

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

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

· Experience of working with Government organisations and digital transformation plans.

· Ability to translate policy/regulatory requirements into actionable service improvements.

· Understanding of government frameworks and legalities.

· Prior experience in a leadership position.

· 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 "Service Design Lead" will report to the REMT Tax Lead.

Application and Deadline

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