Lead Service Designer

Are you passionate about designing services that truly put users first? Do you thrive on solving complex problems and driving meaningful change across organisations? We’re looking for a Lead Service Designer to join a transformative HR programme and help shape a seamless, user-centric digital experience. This will be working with a large central government client, so previous government experience is required.

You’ll be at the heart of a major HR transformation project, working closely with senior stakeholders and cross-functional teams to design and deliver a unified service experience via ServiceNow platform. This is Phase 3 of a multiphase programme, focused on streamlining how employees interact with HR—moving from fragmented contact points (like generic mailboxes) to a one-stop digital service portal.

Key Responsibilities:

• Lead the design of user-centred HR services aligned with GDS standards
• Collaborate with senior stakeholders, business analysts, and technical teams
• Evaluate existing contact routes into HR and redesign them for efficiency and clarity
• Shape a tiered HR service desk model
• Translate business needs into intuitive service catalogue experiences
• Champion behavioural change and stakeholder engagement across the business
• Mentor and guide junior team members in service design best practices
• Drive automation and service improvement to support

Key Skills Required:

• Exceptional stakeholder management and communication skills
• Ability to build trust and influence across diverse teams and senior leadership
• Strong understanding of business change and user behaviour
• Experience in HR service design or working within HR transformation projects (desirable)
• Familiarity with ServiceNow or similar service management platforms
• A people-first mindset focused on relationships, empathy, and driving adoption
• Central government experience required

Contract Details:

• 4-Month contract
• Start date: asap
• Rate: £750 Per Day (inside IR35)
• Location: Based at any main hub across the country

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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