Service Design/User Research

*SC CLEARED*
Service Designer/User Researcher
6 Month contract initially + Extensions
Based: Remote
Rate - £Market rates pay p/d via Umbrella

We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We have a great opportunity for a Service Designer/User Researcher experience on a long term program of work.

We are looking for an experienced Service Designer/User Researcher with a strong background in delivering services aligned to the principles and standards of the UK Government Digital Service (GDS). You will play a key role in designing and improving end-to-end services that meet user needs while supporting organizational and policy objectives.

Working within multidisciplinary teams, you will lead research and service design activities across the service lifecycle, from discovery through alpha, beta, and live. You will help teams understand user needs, map complex service ecosystems, identify opportunities for improvement, and design services that are simple, inclusive, and accessible.

This role requires a practitioner who is comfortable working in complex environments, engaging with diverse stakeholders, and championing evidence-based, user-centred decision-making.

Key Responsibilities:
Service Design
Lead the design and improvement of end-to-end services in line with GDS Service Standard and Design Principles.
Create and maintain service blueprints, journey maps, ecosystem maps, and operating model artefacts.
Identify pain points, opportunities, and dependencies across digital and non-digital touchpoints.
Facilitate service design workshops, co-design sessions, and stakeholder engagement activities.
Design future-state service experiences that are user-centred, feasible, and sustainable.
Support teams through service assessments and assurance activities.
User Research
Plan, conduct, and analyse qualitative and quantitative user research.
Undertake discovery research to understand user needs, behaviours, motivations, and barriers.
Conduct interviews, contextual inquiries, usability testing, surveys, and accessibility-focused research.
Synthesize findings into actionable insights and recommendations.
Develop personas, user needs statements, service patterns, and evidence-based design recommendations.
Ensure research is conducted ethically and inclusively.
GDS and Service Transformation
Apply GDS design principles and service standards throughout the service lifecycle.
Support teams in meeting requirements for service assessments.
Contribute to discovery, alpha, beta, and live phases using agile delivery methods.
Help define service visions, outcomes, and measures of success.
Embed user-centred design practices across programmes and teams.
Promote accessibility, inclusion, and assisted digital considerations.

Essential Skills and Experience;
Demonstrable experience working within UK Government, public sector, or organisations delivering services using GDS standards and practices.
Strong understanding of the GDS Service Standard and Government Design Principles.
Experience working across Discovery, Alpha, Beta, and Live service phases.
Proven ability to conduct and lead user research activities.
Experience creating service blueprints, customer journey maps, ecosystem maps, and operating models.
Skilled in synthesising research findings into actionable service improvements.
Strong workshop facilitation and stakeholder engagement skills.
Experience working within agile multidisciplinary teams.
Knowledge of accessibility standards, including WCAG and inclusive design practices.
Excellent communication, presentation, and storytelling skills.

This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.