Service Designer - Public Sector - Inside IR35

Service Designer - Contract (Inside IR35) - £450/day

We are looking for an experienced Service Designer to join an existing delivery team supporting HMRC. The role will focus on reviewing and improving an existing Contact Centre as a Service (CCaaS) process, ensuring the service design is validated and aligned with user and operational needs.

Contract Details

• Rate: £450 per day

• IR35: Inside IR35

• Start: ASAP

• End Date: End of June 2026

• Location: Remote

Key Responsibilities

• Produce and refine service design blueprints for an existing contact centre service.

• Validate current Contact Centre as a Service (CCaaS) processes and identify improvement opportunities.

• Work within an existing multidisciplinary team, replacing the current Service Designer.

• Map end-to-end services, including user journeys, operational processes, and supporting systems.

• Facilitate workshops and collaborate with stakeholders across delivery, operations, and technology.

• Ensure service design aligns with government digital standards and best practices.

Key Skills & Experience

• Strong experience in Service Design within large public sector or complex organisations.

• Proven ability to create service blueprints, journey maps, and operational models.

• Experience working with contact centre/CCaaS services.

• Familiarity with Government Digital Service (GDS) standards is highly desirable.

• Excellent stakeholder management and facilitation skills.