Role Summary
We're looking for a Senior Service Designer to lead the design of end-to-end services through Discovery and subsequent phases, working at the intersection of user needs, policy intent and technical constraints. This role requires a practitioner who can own the service design process from discovery through to Alpha, collaborating closely with user researchers, business analysts and technical architects to produce compelling, evidence-based service designs that work for all users.
Key Responsibilities
- Lead service design activities across discovery, including mapping end-to-end service journeys for key user groups
- Facilitate co-design workshops with users, policy teams and technical stakeholders to develop service concepts
- Produce high-quality service design artefacts including service blueprints, user journey maps, ecosystem maps and experience maps
- Work closely with user researchers to ensure service designs are grounded in user evidence and tested with real users
- Define and articulate the 'to-be' service vision, identifying opportunities to improve user experience
- Translate complex policy and regulatory requirements into clear, usable service designs
- Identify and document service-level pain points, dependencies and constraints that should inform the design of the new system
- Present service design outputs to senior stakeholders, making the case for user-centred design approaches
- Contribute to the GDS service assessment process, ensuring designs meet the Service Standard
- Mentor and support junior designers within the team
Essential Skills & Experience
- Significant experience as a Service Designer in UK public sector or government digital delivery
- Strong portfolio demonstrating end-to-end service design across complex, multi-channel services
- Proficiency in service design tools including Miro, FigJam, Figma or equivalent
- Experience producing service blueprints, ecosystem maps, user journey maps and interaction models
- Ability to facilitate co-design workshops with diverse stakeholders
- Strong understanding of the GDS Service Standard and the Design phase expectations
- Experience working in multidisciplinary Agile teams alongside researchers, product managers and engineers
Desirable Skills & Experience
- Experience designing services in a regulatory or local government context
- Knowledge of accessibility standards (WCAG 2.2) and inclusive design principles
- Experience of GDS service assessments (Alpha, beta and live)
- Understanding of policy design and the relationship between policy intent and service delivery
Our Commitment to Diversity & Inclusion
At Scrumconnect Consulting, we believe that diversity drives innovation. We are committed to creating an inclusive environment where everyone is respected, valued, and supported. We actively encourage applications from women, people with disabilities, individuals from under-represented communities, and those seeking flexible working arrangements.
As a Disability Confident Level 1 employer, we provide reasonable adjustments throughout the recruitment process and employment to ensure equal opportunity for all.