Senior Service Designer

Responsibilities

• Lead the design and improvement of complex, end-to-end services across multiple channels.
• Map journeys and service blueprints, using research and data to identify pain points and opportunities.
• Turn user, policy and operational needs into practical service improvements.
• Facilitate workshops and align stakeholders across digital, policy, programme and operational teams.
• Collaborate with multidisciplinary agile teams throughout discovery, alpha, beta and live.
• Create clear design artefacts and recommendations that support senior decision-making.
• Support service assessments and champion the Government Service Standard and Service Manual.
• Bring experience from UK government, the public sector or another highly regulated environment.

Service Design Leadership

• Demonstrable experience leading service design on complex digital transformation programmes.
• Ability to design and improve end-to-end services spanning multiple teams, systems and channels.
• Advanced knowledge of service mapping, blueprinting and systems thinking.

User-Centred Design

• Strong understanding of user-centred design principles and practices.
• Ability to synthesise user research findings into actionable service improvements.
• Experience balancing user, organisational and policy needs.

Digital Delivery in Agile Environments (Essential)

• Experience working within agile, multidisciplinary delivery teams.
• Understanding of modern digital delivery methods and government service design practices.
• Ability to prioritise work and adapt to changing requirements.