Service Designer

We are looking for a Lead Service Designer to join a high-impact HR transformation programme focused on delivering a seamless, user-centred digital experience. This role is pivotal in shaping how employees interact with HR services, using GDS principles to create a streamlined, intuitive service portal.

You'll work closely with senior stakeholders, business analysts, and cross-functional teams to design services that reduce inefficiencies, elevate user experience, and support strategic workforce planning.

Key Responsibilities:

• Lead the design of HR services aligned with Government Digital Service (GDS) standards
• Collaborate with stakeholders across the business to understand service pain points and opportunities
• Evaluate and redesign existing HR contact routes (e.g. generic mailboxes) into a unified digital portal
• Shape and refine a tiered HR service desk model
• Translate business needs into a ServiceNow-based service catalogue and digital experience
• Drive stakeholder engagement and behavioural change across the organisation
• Mentor and guide team members in service design best practices
• Support demand management and query service functions
• Contribute to strategic goals including automation and headcount reduction through service efficiency

Experience Required:

• Proven experience in service design, ideally within GDS frameworks
• Must have worked for a central government client previously
• Strong background in stakeholder management, communication, and business engagement
• Interaction Design experience
• Experience working on HR transformation or within HR service environments (desirable)
• Ability to lead and mentor design teams, fostering collaboration and innovation
• Skilled in identifying user needs and translating them into actionable service improvements
• Comfortable navigating complex organisational structures and driving change

In return, you will receive the opportunity to support a major government department.The possibility to work on a 3 month contract on a hybrid basis for the foreseeable paying up to £750 p/day (in scope of IR35). We have various sites across the UK.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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