Senior Service Designer [Service Designing, service mapping]

Lead service design activity for complex, user-centred digital services, ensuring that services meet user needs, business objectives and government service standards. The role will 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. The post holder will provide service design expertise, 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.
• Experience working within UK Government, public sector or highly regulated environments.
• Strong understanding of the Government Service Standard and Service Manual.
• Experience supporting services through discovery, alpha, beta and live phases.
• Experience working with multidisciplinary teams using agile delivery methodologies.
• Ability to analyse complex service landscapes and identify strategic improvement opportunities.
• Experience producing high-quality service design artefacts and recommendations for senior stakeholders.
  
  Applicants must be eligible to work in the specified location
Key Skills: Service Designing, service mapping