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.