Senior Service Designer

Your future duties and responsibilities:

In this role, you will lead service design across complex government programmes, shaping services end-to-end across digital and non-digital touchpoints. You will use research, data, and evidence to define problems, influence service direction, and ensure solutions meet user needs while aligning with policy, operational, and technical constraints. Working within multidisciplinary teams, you will collaborate closely with designers, researchers, product managers, and stakeholders to deliver cohesive, user-centred services.
You will take ownership of service design outputs, from journey maps to service blueprints, and use visual storytelling to communicate ideas clearly. You will guide teams through iterative design processes, facilitate co-creation, and drive continuous improvement by embedding feedback and insight into service evolution.
• Lead & shape end-to-end service design across complex ecosystems
• Design & deliver service blueprints, journey maps, and future-state models
• Collaborate & co-create with multidisciplinary teams and stakeholders
• Use research & insight to define problems and inform design decisions
• Facilitate & communicate service concepts through storytelling and visualisation
• Ensure & align services with GOV.UK standards and accessibility requirements
• Influence & advocate for user-centred design across teams
• Improve & iterate services using data, feedback, and continuous learning

Required qualifications to be successful in this role:

To succeed, you will bring strong experience in service design within complex, user-centred environments, ideally within government or regulated sectors. You will be confident working across the full service lifecycle, using research and collaboration to drive meaningful outcomes, and communicating effectively with a wide range of stakeholders.
• You should have proven experience designing end-to-end services
• Strong knowledge of GOV.UK design system, service manual, and service standards
• Experience creating service models, blueprints, and future-state designs
• Ability to use research and evidence to inform decisions
• Strong communication and stakeholder engagement skills
• Proven ability to work in multidisciplinary Agile teams
• Experience influencing stakeholders and advocating for user needs
• Understanding of accessibility standards (WCAG 2.2 AA)
• Ability to work within constraints and challenge appropriately
• Experience using data and feedback to drive continuous improvement
• Must hold or be eligible for SC clearance
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Skills:

• Agile Service Design
• Qualitative user research