Service Designer

About Scrumconnect Consulting

At Scrumconnect Consulting, we help organisations deliver high-quality digital services through agile delivery, user-centred design, and modern technology solutions. We work with clients to design and improve services that are accessible, inclusive, and focused on delivering real value to users.

We are looking for a talented Service Designer to join our growing team and help shape end-to-end services that meet user needs while achieving organisational objectives.

Role Overview

As a Service Designer, you will work closely with users, researchers, designers, product teams, developers, and stakeholders to understand complex problems and design effective service solutions. You will map user journeys, identify pain points, and create service improvements that deliver seamless and consistent experiences across digital and non-digital touchpoints.

The successful candidate will be passionate about user-centred design and experienced in translating research and insights into practical service improvements.

Key Responsibilities

• Design and improve end-to-end services that meet user and business needs.
• Conduct service discovery activities to understand user journeys, organisational processes, and service ecosystems.
• Create service blueprints, journey maps, process maps, and ecosystem maps.
• Work closely with User Researchers to analyse user insights and identify opportunities for service improvement.
• Facilitate workshops and collaborative design sessions with stakeholders and delivery teams.
• Identify service pain points, gaps, dependencies, and opportunities for optimisation.
• Collaborate with Product Managers, Business Analysts, Developers, and Designers to ensure service designs are deliverable and sustainable.
• Ensure services are inclusive, accessible, and aligned with user-centred design principles.
• Support service transformation initiatives through discovery, Alpha, beta, and live phases.
• Communicate design decisions and recommendations clearly to technical and non-technical stakeholders.
• Contribute to design standards, frameworks, and best practices across projects.

Essential Skills & Experience

• Proven experience working as a Service Designer within multidisciplinary agile teams.
• Strong understanding of User-Centred Design (UCD) principles and methodologies.
• Experience creating:
  • Service Blueprints
  • User Journey Maps
  • Process Maps
  • Ecosystem Maps
  • Personas
  • Stakeholder Maps
• Experience facilitating workshops, co-design sessions, and stakeholder engagement activities.
• Ability to analyse qualitative and quantitative research findings and translate them into service improvements.
• Strong understanding of accessibility and inclusive design principles.
• Experience collaborating with User Researchers, Interaction Designers, Content Designers, Product Managers, and Developers.
• Excellent communication, presentation, and stakeholder management skills.
• Experience working within Agile delivery environments.

Desirable Skills

• Experience delivering services aligned to the principles of the Government Digital Service (GDS) Service Standard.
• Experience working within public sector or highly regulated environments.
• Familiarity with design tools such as Figma, Miro, Lucidchart, or similar collaboration platforms.
• Understanding of organisational change and service transformation programmes.
• Experience working with complex digital and operational services.
• Knowledge of accessibility standards such as WCAG.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work on meaningful digital transformation programmes.
• Flexible and collaborative working environment.
• Ongoing learning and professional development opportunities.
• Access to a community of experienced design, delivery, and technology professionals.
• Career progression opportunities within a growing consultancy.

Diversity & Inclusion

Scrumconnect Consulting is committed to creating an inclusive workplace where everyone can thrive. We welcome applications from candidates of all backgrounds, experiences, and perspectives. We believe that diversity strengthens our teams and helps us build better solutions for our clients and communities.

If you require any reasonable adjustments during the recruitment process, please let us know and we will be happy to support you.