Service Designer (SC Cleared) - Outside Contract
Start Date: ASAP
Location: Remote/UK Sites as Required
Security Clearance: Active SC Clearance Required
Overview
We are seeking an experienced Level 5 Service Designer to support a major transformation initiative
You will help design and improve services that prevent, detect, and reduce fraud earlier in the customer journey. This programme is driving the modernisation of customer registration and management services, leveraging enterprise CRM technologies, identity assurance capabilities, and user-centred design practices to create more secure and efficient services.
This is an excellent opportunity for a Service Designer with strong Government Digital Service (GDS) experience, who is passionate about designing complex, large-scale public sector services.
Key Responsibilities
- Lead service design activities across targeted fraud prevention initiatives and fraud tooling backlog items.
- Design end-to-end services that improve customer journeys, operational processes, and fraud prevention outcomes.
- Conduct service mapping and blueprinting to identify pain points, dependencies, and opportunities for improvement.
- Collaborate closely with User Researchers, Business Analysts, Product Managers, Delivery Managers, Architects, Policy Teams, and Operational stakeholders.
- Translate user needs, business goals, and technical constraints into actionable service designs.
- Facilitate workshops and co-design sessions with multidisciplinary teams.
- Ensure service designs align with GDS Service Standards and User-Centred Design (UCD) principles.
- Identify and manage service dependencies across customer management, registration, fraud prevention, and identity assurance capabilities.
- Support the development of future enterprise CRM-enabled services and customer management solutions.
- Produce high-quality service design artefacts including:
- Service Blueprints
- Customer Journey Maps
- Ecosystem Maps
- Process Flows
- Operating Models
- Future-State Service Designs
- Contribute to holistic design oversight across transformation programmes and service portfolios.
Essential Skills & Experience
- Proven experience as a Senior or Lead Service Designer within large-scale digital transformation programmes.
- Strong experience working within UK Government or public sector environments.
- Demonstrable knowledge of GDS Service Standards and User-Centred Design (UCD) methodologies.
- Experience designing complex end-to-end services involving multiple stakeholder groups and operational processes.
- Strong workshop facilitation and stakeholder engagement skills.
- Experience producing service blueprints, service maps, customer journey maps, and operating model artefacts.
- Experience working within agile multidisciplinary teams.
- Strong understanding of service design across digital, operational, policy, and technology domains.
- Ability to manage competing priorities and work within evolving programme environments.
- Excellent communication and presentation skills.
Desirable Experience
- Previous experience working on government transformation programmes.
- Experience within fraud prevention, compliance, risk management, customer identity, or customer registration services.
- Knowledge of enterprise CRM platforms and customer management systems.
- Experience designing services involving identity assurance, authentication, access management, or citizen-facing digital services.
- Understanding of large-scale transformation programmes within highly regulated environments.
Security Requirements
- Active SC Clearance is mandatory.
- Candidates must be eligible to complete BPSS checks within 48 hours of selection.
- Candidates with previous public sector engagements should be able to explain the reason for leaving their most recent assignment where applicable.