The Role
Working alongside a Principal Service Designer, you'll lead project-level service design activity across multiple workstreams, taking ownership of service mapping, blueprinting, stakeholder engagement and design artefacts that support delivery.
You'll be responsible for understanding complex services, identifying opportunities for improvement, and aligning teams around a clear vision for better user outcomes.
Key Responsibilities
- Lead service design activities across multiple interconnected digital services.
- Map and analyse end-to-end user journeys, identifying pain points, opportunities and service improvements.
- Produce service blueprints, journey maps and other service design artefacts.
- Collaborate with User Researchers to shape research and engagement approaches.
- Facilitate workshops and stakeholder sessions across multidisciplinary teams.
- Identify dependencies, risks and service integration opportunities.
- Translate complex processes into clear and actionable visualisations.
- Review existing documentation and define gaps requiring further analysis or design activity.
- Support strategic design objectives through hands-on delivery.
- Champion user-centred, outcome-focused decision making.
- Work closely with delivery, research and design teams to improve service outcomes.
Essential Skills & Experience
- Proven experience as a Senior Service Designer on large-scale digital transformation programmes.
- Strong service blueprinting and customer journey mapping expertise.
- Experience designing and improving complex end-to-end services.
- Ability to turn research insights and requirements into actionable service design outcomes.
- Strong workshop facilitation and stakeholder management skills.
- Experience working within multidisciplinary Agile teams.
- Ability to navigate ambiguity and create clarity in complex environments.
- Excellent communication and visualisation skills.
- Strong analytical approach with the ability to identify gaps and dependencies.
- Comfortable operating independently while remaining highly collaborative.
Tools & Environment
- Figma
- Miro
- MacBook provided
- Agile multidisciplinary delivery teams
Team
You'll be joining a collaborative team including:
Principal Service Designer
User Research team
Delivery Manager
Wider programme stakeholders and delivery teams
We're looking for someone who is proactive, self-starting and comfortable taking ownership while working closely with others to deliver high-quality service design outcomes.
Contract Details
Role: Senior Service Designer (SC Cleared)
Rate: £450 per day (Outside IR35)
Start: November 2026
Duration: Initial contract to February 2027 with expected extensions
Location: Hybrid
Clearance: Active SC Clearance required