On behalf of DWP we are looking for a Senior Service Designer for a 6 month (Inside IR35) contract.
Hybrid working with 3 days per week in either Manchester, Birmingham, Leeds or Sheffield.
The Department for Work and Pensions (DWP) is responsible for welfare, pensions, and child maintenance policy.
As the UK’s biggest public service department, it administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.
As such, we operate on a scale that is almost unmatched anywhere in Europe and most people in Britain come into contact with us at some point in their lives.
Responsibilities
- Lead the design and optimisation of end-to-end services across multiple channels and touchpoints.
- Conduct and facilitate service design activities including service mapping, customer journey mapping, service blueprinting and design workshops.
- Collaborate closely with Product Managers, User Researchers, Business Analysts, Content Designers, Interaction Designers and Technical Teams.
- Translate user, business, policy and operational requirements into effective service solutions.
- Identify service pain points, dependencies, risks and opportunities for improvement across complex service landscapes.
- Facilitate stakeholder engagement to build alignment across digital, operational, programme and policy teams.
- Use research insights, performance data and evidence to inform service design decisions.
- Support service assessments and ensure alignment with Government Service Standards.
- Produce high-quality service design artefacts, recommendations and strategic outputs.
- Champion user-centred design practices and coach teams in service design methodologies.
Required Experience
- Extensive service design experience within large and complex organisations.
- Experience supporting services through Discovery, Alpha, Beta and Live phases.
- Experience working within multidisciplinary agile delivery teams.
- Ability to analyse complex service ecosystems and identify strategic improvement opportunities.
- Experience producing high-quality design artefacts and recommendations for senior stakeholders.
Desirable Skills
- Previous experience within DWP or another central government department.
- Knowledge of accessibility standards and inclusive design principles.
- Experience designing services for vulnerable users or high-volume citizen-facing services.
- Experience using collaboration and design tools such as Miro, Mural, Lucid or Figma.
- Understanding of operational service delivery and service performance measurement.
- Experience coaching or mentoring Service Designers.
Please be aware that this role can only be worked within the UK and not Overseas.
Disability Confident
As a member of the Disability Confident Scheme, DWP guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy.
In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group.
This scheme encourages candidates with a disability and/or neurodivergence to apply.
Armed Forces Covenant
DWP guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy.
In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.
In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation.
Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs.
As such the payment to the intermediary and your income resulting from this contract will be different."