Service Designer

Your future duties and responsibilities:

In this role, you will design and improve end-to-end government services that help users achieve their goals efficiently while ensuring services align with policy intent, operational needs, and Government Service Standards. You’ll work closely with user researchers, interaction designers, business analysts, architects, and stakeholders to map service journeys, identify pain points, and create service designs that deliver measurable improvements for users and government organisations alike.
You’ll take ownership of service design activities across the delivery lifecycle, from discovery through to optimisation, applying evidence-based design approaches and strategic thinking to solve complex service challenges. Working collaboratively within multidisciplinary teams, you’ll advocate for user-centred design, contribute to continuous improvement initiatives, and help shape inclusive, accessible services that work for all users.
Key responsibilities:
• Design & Develop end-to-end service journeys across digital and offline channels
• Create & Maintain service blueprints, flow maps, and interaction models
• Identify & Address pain points, constraints, and service improvement opportunities
• Collaborate & Influence multidisciplinary teams, stakeholders, and technical specialists
• Support & Represent service design during Government Service Standard and accessibility assessments
• Apply & Champion Government Design Manual guidance, standards, and accessibility principles
• Analyse & Translate user research insights into actionable service improvements
• Work & Align with architects and technical teams to ensure feasible, user-centred service solutions
• Drive & Support continuous service improvement using evidence, feedback, and data insights

Required qualifications to be successful in this role:

To succeed in this role, you should have strong experience designing end-to-end services within government or highly regulated environments, alongside a solid understanding of UK Government Digital Service standards and user-centred design practices. You’ll be confident working across multidisciplinary teams, communicating with both technical and non-technical stakeholders, and translating complex requirements into practical service solutions that improve user outcomes.
Essential qualifications and experience:
• Proven experience in Service Design within government or public sector digital services
• Strong understanding of Government Service Standards and GOV.UK design principles
• Experience creating service blueprints, journey maps, and interaction flows
• Ability to identify service pain points, constraints, and improvement opportunities
• Experience collaborating within agile multidisciplinary delivery teams
• Strong stakeholder engagement, facilitation, and communication skills
• Knowledge of accessibility principles and inclusive service design approaches
• Ability to use evidence, user research, and data insights to shape service decisions
• Experience working with technical teams and solution architects to align service and technical designs
• Understanding of assisted digital needs and inclusive public service delivery
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Skills:

• Client management
• Communication
• Presentation skills
• Service Design
• Solution Analysis
• User interface design
• Agile
• Negotiation
• Workshop Facilitation