Service Designer

Join us at the Money and Pensions Service (MaPS) as a Senior Delivery Manager. As a Service Designer at the Money & Pensions Service (MaPS), you’ll play a key role in shaping end-to-end services that improve financial wellbeing for customers, particularly those in vulnerable circumstances and most in need of advice and guidance, while supporting policy and operational goals.

Working within multidisciplinary teams and operating within existing design governance, utilising agreed playbooks and processes, you’ll understand the needs of users, map complex service landscapes, identify opportunities for improvement, and design seamless, accessible experiences across offline and digital channels.

Key Responsibilities:

• Design & develop end-to-end service journeys across digital and offline channels, mapping the ‘as-is’ and designing options for the ‘to-be’
• Working in a matrix structure, supporting service owners in delivering their service strategy and the Lead Service Designer in developing the service design community at MAPS
• Create & maintain service blueprints, flow maps, and interaction models
• Identify & address pain points, constraints, and service improvement opportunities
• Collaborate & influence across multidisciplinary teams, stakeholders, and Subject Matter Experts (SMEs)
• 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 policy leads, product managers and SMEs to ensure feasible, user-centred service solutions
• Drive & support continuous service improvement using evidence, feedback, and data insights

Essential:

• Experience creating service blueprints, journey maps, and interaction flows
• Experience in working with policy colleagues and working in regulated environments
• Experience identifying service pain points, constraints, and improvement opportunities
• Experience collaborating within agile multidisciplinary delivery teams
• Experience of using evidence, user research, and data insights to shape service decisions
• Strong understanding of Government Service Standards
• Strong stakeholder engagement, facilitation, and communication skills
• Knowledge of accessibility principles and inclusive service design approaches
• Experience working with technical teams and solution architects to align service and technical designs
• Understanding of assisted digital needs and inclusive public service delivery

 Desirable:

• Experience in the Public Sector
• Experience designing services for users who may be in circumstances where they are vulnerable to harm, particularly financial harm.