Service Designer SFIA 5
Posted 4 days ago by TXP
£540 Per day
Inside
Remote
Telford (TF1)
Summary: The Senior Service Designer will lead the design of user-centered end-to-end services for complex HMRC programmes, ensuring alignment with policy and operational requirements. This role involves translating user and business needs into scalable service designs while collaborating with multiple teams. The position requires strong leadership in user-centered design and effective stakeholder engagement. The contract is initially for 4 months with potential for long-term engagement.
Key Responsibilities:
- Design, map, and optimise end-to-end service journeys across multiple channels and touchpoints
- Produce key service design artefacts, including user journeys, service blueprints, and ecosystem maps
- Ensure alignment between front-stage user experience and back-office processes
- Define and influence service vision, design principles, and direction
- Champion GDS and User-Centred Design (UCD) principles across teams
- Engage effectively with senior stakeholders and delivery teams
- Facilitate workshops and collaborative sessions to align on service vision and outcomes
- Work across multiple Agile teams to ensure joined-up service delivery
- Use data and insight to identify service issues and improvement opportunities
- Promote a culture of evidence-based design and ongoing optimisation
Key Skills:
- Proven experience operating at SFIA Level 5 (Senior Service Designer)
- Strong track record of designing complex, end-to-end services within large organisations
- Advanced knowledge of service design methodologies and artefacts
- Deep understanding of user-centred design (UCD) principles and practices
- Excellent stakeholder engagement and facilitation skills
- Strong communication skills, with the ability to simplify complex concepts
- Ability to influence at both team and programme level
- Experience working within Agile, multidisciplinary teams
- Strong collaboration skills across design, product, delivery, and policy functions
Salary (Rate): £540 per day
City: Telford
Country: United Kingdom
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: Senior
Industry: Other
Senior Service Designer (SFIA Level 5)
Location: Remote (with occasional ad hoc travel)
Rate: £540 per day inside IR35
Contract Length: Initial 4-month discovery phase, with transition to long-term engagement via rolling 6-month SOWs
Clearance: BPSS required
Equipment: Bring Your Own Device (BYOD)
Role Purpose
We are looking for an experienced Senior Service Designer to lead the design of end-to-end services across complex HMRC programmes.
You will ensure that services are user-centred, efficient, and aligned to policy and operational requirements, while shaping service strategy across multiple teams. This role requires translating user and business needs into cohesive, scalable service designs.
Core Responsibilities
- End-to-End Service Design
- Design, map, and optimise end-to-end service journeys across multiple channels and touchpoints
- Produce key service design artefacts, including:
- User journeys
- Service blueprints
- Ecosystem maps
- Ensure alignment between front-stage user experience and back-office processes
- Identify pain points, gaps, and opportunities across the service landscape
- Service Strategy & Direction
- Define and influence service vision, design principles, and direction
- Ensure services are aligned with:
- User needs
- Business objectives
- Policy and operational constraints
- Work across programmes to ensure consistency, coherence, and scalability of services
- User-Centred Design Leadership
- Champion GDS and User-Centred Design (UCD) principles across teams
- Leverage user research insights to:
- Inform design decisions
- Drive service improvements
- Collaborate closely with:
- User Researchers
- Product Managers
- Designers
- Stakeholder Engagement & Alignment
- Engage effectively with:
- Senior stakeholders
- Delivery teams
- Policy and operational stakeholders
- Facilitate workshops and collaborative sessions to:
- Align on service vision, priorities, and outcomes
- Communicate complex service concepts clearly to both technical and non-technical audiences
- Cross-Team Coordination
- Work across multiple Agile teams to ensure joined-up service delivery
- Identify and manage:
- Dependencies
- Gaps or overlaps between services
- Drive consistency across products, platforms, and services within the wider programme
- Continuous Improvement & Insight
- Use data and insight to:
- Identify service issues and improvement opportunities
- Evaluate service performance and user outcomes
- Support teams in iterating and continuously improving services
- Promote a culture of evidence-based design and ongoing optimisation
- Proven experience operating at SFIA Level 5 (Senior Service Designer)
- Strong track record of designing complex, end-to-end services within large organisations
- Advanced knowledge of service design methodologies and artefacts, including:
- Journey mapping
- Service blueprints
- Ecosystem mapping
- Deep understanding of user-centred design (UCD) principles and practices
- Excellent stakeholder engagement and facilitation skills
- Strong communication skills, with the ability to simplify complex concepts
- Ability to influence at both team and programme level
- Experience working within Agile, multidisciplinary teams
- Comfortable operating across multiple teams and programmes simultaneously
- Strong collaboration skills across design, product, delivery, and policy functions
Key Skills & Experience
Essential