Senior Service Designer

Do you believe great services are co-created, not just designed?

Want to join a collaborative community of Service Designers?

Can you help teams design services end-to-end and front-to-back?

Looking for meaningful, iterative work on complex services that matter to millions?

At DWP Digital, we design and build services that make a real difference to people’s lives. As part of the UK’s largest government department, we support over 22 million people each day, from helping them find work to supporting them through some of life’s most difficult moments. Our work is central to delivering the Government’s “Get Britain Working” vision. Few organisations in the world offer the same opportunity to use technology and design thinking at this scale, with real impact.

This is more than a design role. It’s a chance to enable others to design better services too. You’ll collaborate with policy, product, delivery, and operational teams to align goals, clarify problems, and define what good service truly means.

You’ll be part of a supportive design community that values openness, learning, and practical problem-solving, creating services that are inclusive, resilient, and responsive to change.

As a Senior Service Designer, you will:

• Drive awareness of service performance and improvement needs which will result in successful service outcomes.
• Analyse and understand user needs, business and policy goals and use storytelling and visualisations to articulate whole services, both end-to-end and front-to-back, across business areas or departments to solve complex problems.
• Share your knowledge of service design in practice and will establish and maintain service design methods including guidance, tools and patterns, your team can use to solve complex problems and reach outcomes.
• Lead communication with stakeholders at varying levels of seniority and facilitate conversations, collaboration and consensus that support the team strategy, drive decision-making and achieve outcomes across teams and business areas.
• Support the DWP service design community by, contributing to meet-ups to create connections and share work openly, actively supporting and mentoring team members, promoting the capability of service design in and beyond the department and participating in recruitment activities.

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Lead Criterion – Have substantial experience of designing end-to-end, front-to-back services which solve complex problems.
• Demonstrate user-centred and evidence-based design expertise to develop services using best-practice principles that meet user, and colleague needs as well as organisation objectives.
• Be comfortable communicating to a range of colleagues and influencing stakeholders at multiple levels of seniority on the value of service design, your approaches and design decisions.
• Create and maintain a positive working environment that enables collaboration within your teams, the wider organisation and the service design community.