Senior Service Designer
The Role:
Lead service design activity for complex, user-centred digital services, ensuring that services meet user needs, business objectives and government service standards.
Drive end-to-end service design across multidisciplinary teams, helping to identify opportunities for service improvement, reduce complexity and deliver measurable outcomes for citizens and colleagues.
Requirements:
- Facilitate collaborative design activities and support strategic decision-making through evidence-based design approaches.
- Lead the design and improvement of end-to-end services across multiple channels and touchpoints.
- Plan and conduct service design activities including service mapping, journey mapping, blueprinting and workshop facilitation.
- Work closely with product managers, user researchers, business analysts, interaction designers, content designers and technical teams to shape service outcomes.
- Translate user needs, policy requirements and operational constraints into practical service solutions.
- Identify pain points, risks, dependencies and opportunities across complex service ecosystems.
- Facilitate stakeholder engagement and alignment across programme, policy, operational and digital teams.
- Use research insights, data and evidence to inform service design decisions.
- Support service assessments and ensure alignment with the Government Service Standard.
- Produce clear design artefacts and recommendations to support delivery and decision making.
- Coach and influence teams in adopting user-centred design practices.
- Ability to analyse complex service landscapes and identify strategic improvement opportunities.
Skills Required:
- Demonstrable experience leading service design on complex digital transformation programmes.
- Experience supporting services through discovery, Alpha, beta and live phases.
- Ability to design and improve end-to-end services spanning multiple teams, systems and channels.
- Advanced knowledge of service mapping, blueprinting and systems thinking.
- 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.
- Experience planning and facilitating workshops with senior stakeholders and multidisciplinary teams.
- Ability to build consensus and influence decision-making in complex environments.
- Strong communication and presentation skills
- Digital Delivery in Agile Environments
- Ability to prioritise work and adapt to changing requirements.
- Experience working within the public sector or highly regulated
This is a hybrid role and can be based from one of the following locations Birmingham, Leeds, Sheffield or Manchester.