Senior Service Designer

As a Senior Service Designer in DPI, you will lead the design and improvement of services, processes and ways of working that address complex organisational challenges across MHCLG. Working as part of a multidisciplinary team alongside product managers, business analysts, developers and Power Platform specialists, you will use evidence, user-centred design methods and stakeholder engagement to identify opportunities for improvement and shape practical, deliverable solutions.

You will help organisations move from understanding problems to implementing sustainable improvements, balancing user needs, operational realities and strategic priorities. The role offers the opportunity to work across a wide range of business areas, helping teams redesign services, improve processes and make better use of digital, automation and emerging technologies where appropriate.

As a Senior Service Designer in DPI you’ll:

• Lead the discovery, design and improvement of services, processes and operating models across MHCLG, helping teams solve complex operational challenges.
• Work with policy, operational and digital colleagues to understand user needs, map existing services and identify opportunities for improvement.
• Use service design, process analysis and systems thinking techniques to simplify journeys, remove unnecessary complexity and improve outcomes for users and teams.
• Design end-to-end improvements that consider people, process, policy and technology, recognising that the most effective solutions are not always digital.
• Contribute to the delivery of digital process improvement initiatives, including new products, automation and AI-enabled services where appropriate.
• Build consensus across organisational boundaries, helping stakeholders navigate complexity, trade-offs and competing priorities.
• Communicate recommendations, risks, trade-offs and design decisions clearly to technical and non-technical audiences, including senior leaders.
• Support the development of service design capability within DPI and help embed good design practice across the department.
• Adapt approaches and priorities in response to changing organisational needs, delivery constraints and emerging opportunities.

About Digital Process Improvement

The Digital Process Improvement (DPI) team is a multidisciplinary team that helps MHCLG improve services, processes and ways of working.

We combine service design, product management, business analysis, low-code development and delivery expertise to solve complex organisational problems. Our work ranges from redesigning business processes and improving internal services to developing new digital products, automation and AI-enabled solutions.

We focus on delivering measurable improvements that save time, reduce risk, improve quality and create better experiences for users. We work collaboratively with teams across the department to understand root causes, test practical solutions and ensure improvements are sustainable over the long term.

As a Senior Service Designer You’ll have:

Designing Strategically

• Develop and apply design strategies that align with organisational priorities, considering risks, constraints, dependencies and opportunities.

Evidence-Based Design

• Gather, analyse and apply evidence from multiple sources, including user research, operational data, process insight and stakeholder feedback, to inform design decisions and service improvements.

Designing Together

• Facilitate collaboration, build consensus and work effectively across professions, disciplines and organisational boundaries.

Design Communication

• Communicate complex ideas clearly and confidently to a range of audiences, including senior stakeholders, using appropriate methods and artefacts.

Designing for Everyone

• Promote and apply inclusive, accessible and ethical design practices to ensure services work for all users.

Iterative Design

• Apply iterative design approaches, respond to feedback and evolving requirements, and support the development of minimum viable products and service improvements.

Working in Ambiguity

• Operate effectively in complex environments where requirements may be unclear, balancing user needs, organisational priorities and delivery constraints.