Senior Service Designer

This job is for you if you want…

•  Work with purpose: working for the people of Scotland to set the bar for land and property registration worldwide.
• Flexible and hybrid working: depending on the role and team requirements, work when and where it’s best for you and your stakeholders.
• Benefits: enjoy pay progression, pension contributions of up to 28.97%, up to a year’s parental leave, and 38 days annual holiday, increasing to 42 days with length of service.
• Investment in professional development: we invest in all our people so that they have the right skills to be productive and confident in their job.
• Diversity and Inclusion: We are an ‘Investor in People’ and a ‘Disability Confident’ employer. We are inclusive, stronger together, and committed to putting our people first.
• Positive work culture: RoS is an agile, digital organisation using leading-edge technology. Colleagues understand their role in achieving our strategy and have the autonomy to deliver

To learn more about RoS and what we offer visit our careers pages or watch this short video.

Hear from our colleagues about their experience of working within our Digital, Data and Technology teams on our website.

The Role

We’re looking for a Senior Service Designer to take an end-to-end view of our service journeys, ensuring they flow seamlessly. This will help us deliver effortless digital experiences, build on customer satisfaction, and advance the practice of Service Design across Registers of Scotland.

You are an excellent communicator and storyteller, able to simplify complex ideas, visualise solutions, and adapt to uncertainty while working within organisational constraints.

In this role, you’ll lead design concepts, take ownership of shaping complex services, embed best practices within multi-disciplinary teams, and make informed decisions grounded in research. This is an opportunity for an experienced service designer to create meaningful impact, drive positive change, and influence how our services are shaped and delivered.

On a typical day you will…

• Visualise end to end services with front and backstage processes in line with user needs and business requirements
• Facilitate workshops to validate and refine the journeys with key customers, colleagues and stakeholders
• Gather data to inform journey mapping, ensuring we understand the experience and pain points for the customer

Redesign services and embed new services focussing on what matters to the customer

• Share understanding of approach to service design and maturity and how this supports the Scottish Government service design and digital service standards
• Support the Service Design community of practice with other internal and external colleagues.
• Be confident in engaging stakeholders and working with established governance forums such as the Service Alignment Team
• Facilitate co-design with colleagues to produce improvements for services.
• Implement improvements across small groups, monitoring and assessing risk or impact before implementing on a larger scale.
• Support secondary activities as requested by the Principal Designer or Service Design Lead

Key Responsibilities
Essential Criteria – Skills and Attributes for Success 

Experience/Technical:
We will assess you against the following Experience and Technical skills during the application and assessment process:

• Evidenced experience delivering end-to-end service design across digital and offline channels
• Proven track record of influencing teams, mentoring others, and embedding good design practices
• Experience making informed design decisions based on research, user insights, and organisational goals

Competencies 
At application stage, you will be scored against the bolded Behaviours at application and against all for the assessment:

Collaboration and Partnering 

• Listen to the needs of the technical and business stakeholders and interpret between them, managing expectations
• Advise others how to effectively plan and run design sessions with a team, users or stakeholders
• Adapt a design session to ensure you achieve outcomes

Leading and Communicating/Building Capability for All 

• Lead, mentor, and role-model good design decisions, guiding teams across projects and disciplines
• Collaborate with stakeholders, translating needs, managing expectations, and facilitating challenging discussions
• Advise on and deliver inclusive, accessible, ethical, and sustainable services and content that reflect user context
• Share best practices in design, project delivery, and risk management, ensuring standards such as accessibility are met

Thinking Wider 

• Understand and communicate business and service constraints, challenging them where needed to meet standards
• Guide teams on tools, methods, and user-centred design to achieve outcomes across multiple channels
• Help teams align their work with organisational goals and vision
• Use insights from risks, opportunities, technology, systems, and policy to shape effective design

Analysis and Making Effective Decisions/ Delivering a Quality Service (cluster)

• Make informed decisions in complex or high-risk situations, building consensus across teams and stakeholders
• Identify and resolve team dynamics or workflow issues
• Provide timely, appropriate feedback and ensure actions are taken
• Use qualitative and quantitative data to inform service design and set customer-focused metrics
• Analyse customer feedback and data to measure and improve service effectiveness
• Visualise and implement end-to-end service design, applying risk methodologies proportionate to the situation and integrating digital and assisted-digital solutions
• Help teams manage outcomes, prioritise work, and track progress effectively
• Iterate and refine complex designs based on research and feedback
• Adapt designs quickly in response to changing requirements, priorities, or user needs