Principal Service Designer – Discovery Lead (Central Government)

We are seeking an experienced Principal Service Designer to lead a high-profile discovery phase within a central government digital transformation programme. This role will focus on building a robust and comprehensive understanding of user needs, service interactions and key pain points within a nationally significant public-facing register.

The successful candidate will work collaboratively with an in-house digital team, bringing independent challenge, deep experience of legacy modernisation and the ability to move at pace while maintaining objectivity and delivery rigour.

Key Responsibilities

• Lead and structure a full discovery phase aligned to GDS standards
• Build a comprehensive understanding of user needs, behaviours and pain points
• Map current state services, journeys and processes
• Develop service blueprints and articulate future-state opportunities
• Identify constraints, risks and dependencies within legacy systems
• Provide independent challenge and strategic insight to senior stakeholders
• Collaborate closely with digital, technical, policy and operational teams
• Produce clear, evidence-based outputs to inform subsequent Alpha and Beta phases

Essential Experience

• Extensive experience leading discovery phases within central government
• Strong working knowledge of GDS service standards and delivery lifecycle (Discovery to Live)
• Proven track record of delivering service design within complex, high-volume public services
• Experience working within or alongside central government departments
• Deep understanding of legacy modernisation in public sector environments
• Ability to translate research and insight into structured, actionable recommendations

Desirable Experience

• Experience working on public registers or regulatory services
• Previous involvement in GDS service assessments
• Background in complex data-driven services
• Exposure to policy-led transformation environments

Skills & Capabilities

• Strategic service design leadership
• User-centred design methodology
• Stakeholder engagement at senior level
• Workshop facilitation and collaborative delivery
• Strong analytical and synthesis capability
• Clear written communication and evidence reporting

Personal Attributes

• Independent thinker able to provide constructive challenge
• Comfortable operating in complex, ambiguous environments
• Outcome-focused and delivery-oriented
• Collaborative, credible and commercially aware