Senior Service Designer

Turn complex problems into simple, joined-up services

We’re looking for an experienced Senior Service Designer to help shape the future of public services. You’ll work across multiple CustomerFirst transformation programmes, helping teams understand complex service ecosystems, identify opportunities for improvement and design end-to-end services that genuinely work for citizens, frontline staff and government.

This role is about more than creating artefacts or running workshops. You’ll help teams navigate complexity, build shared understanding and make evidence-based decisions that improve whole services, not just individual touchpoints. You’ll work across discovery, service improvement and transformation activity, influencing strategic direction while helping multidisciplinary teams deliver meaningful change.

What you’ll be doing

• Leading service design activity across multiple CustomerFirst programmes

• Designing end-to-end services that balance user needs, organisational goals and policy intent

• Mapping complex service journeys, ecosystems and dependencies

• Bringing together user research, operational insight and data to understand problems and opportunities

• Facilitating workshops and co-design activities with teams and stakeholders

• Developing service blueprints, journey maps and other service design artefacts

• Supporting teams to make evidence-based decisions about service improvements

• Coaching colleagues and building service design capability across CustomerFirst

• Influencing senior stakeholders and championing inclusive, accessible design approaches

What we’re looking for

You’ll be able to demonstrate:

• Significant experience designing and improving complex services across organisational boundaries

• The ability to lead service design activity across multiple programmes simultaneously

• Strong user-centred design skills and experience using evidence to inform decisions

• Systems thinking and the ability to understand complex service landscapes and operating models

• Strong facilitation and collaboration skills

• Experience influencing strategic decisions and senior stakeholders

• Excellent communication skills and the ability to explain complex concepts clearly

• A passion for developing others and building design capability across team