Service Designer

Job summary

As a service designer you’ll create and improve services so they work well for users and meet business goals. Your job is to look at the whole journey a user takes when using a service and make sure every part of that journey is designed to work smoothly.

Service designers work closely with different teams, including users, business analysts, developers, and other designers. You will use research and data to understand what users need, where things might be going wrong, and how to make services better.

You will often create maps of the user’s journey to identify key points where improvements can be made.

A big part of the role is ensuring that services are accessible and inclusive, so they work for everyone, regardless of their abilities or circumstances.

As a service designer, you will combine creativity with practical problem-solving, working closely with others to improve services continuously.

If you are successful, you will be working as a part of a user-centred design unit, responding to demand across a broad portfolio of work within the Department for Education’s Enterprise Delivery Services division. The division develops and maintains the core platforms and technology that underpins and integrates with DfE’s digital services. This includes AI product development, identity management and API management platforms, Eligibility Checking and Customer Relationship Management services. The division also develops and maintain cloud computing environments, networks and on-premises infrastructure.

IMPORTANT – This vacancy is using the Civil Service Numerical and Verbal tests. The deadline for completing the tests is the same as the vacancy closing date. Please ensure you complete the tests with sufficient time to complete the written application.

Job description

As a service designer you will:

• Lead the iterative design of user-centred services, adapting based on user feedback, data, and requirements.
• Use both qualitative and quantitative data to inform your design decisions, ensuring services meet user needs and department requirements.
• Collaborate with multidisciplinary teams, contributing to shared visions, goals, and outcomes.
• Communicate design concepts clearly to stakeholders, using storytelling and evidence to influence decision-making.
• Support the implementation of service design strategies that align with broader department objectives.
• Ensure products are accessible and designed inclusively, meeting the diverse needs of all users, in line with government and department standards.

Person specification

Essential criteria

Applications will be assessed against the following essential criteria:

• Proven experience leading user-centred design initiatives, applying iterative design principles, and using user research to drive continuous improvement, including mapping services and user journeys.
• Ability to analyse both qualitative and quantitative data, including user behaviour and service performance insights, to inform and iterate on service design decisions.
• Strong communication skills, with the ability to articulate complex design ideas, influence stakeholders through storytelling and evidence-based insights.
• Experience working in multidisciplinary teams, incorporating diverse perspectives, and ensuring designs are inclusive and meet accessibility standards.

Desirable criteria

The following criteria are desirable. Applicants’ evidence against these criteria will be used in the event of a tie break situation to make an informed decision:

• Experience of working with advanced iterative methodologies such as Lean UX.
• Proficiency in advanced data analysis tools and techniques to identify opportunities for innovation and improvement.
• Expertise in facilitating co-design workshops with diverse stakeholders and enabling effective collaboration across large or complex organisations.
• Advanced understanding of inclusive design principles, with experience of working in projects that prioritise accessibility and cater to the diverse needs of users.