Are you an experienced Service Designer who thrives on untangling complex services and finding smarter, more effective ways to connect people, processes and technology?
We're recruiting for an exciting opportunity to help reimagine established digital services as part of a major public sector modernisation programme. You'll take a holistic view of how services operate, uncover challenges across interconnected systems and explore opportunities to create more seamless experiences for different user groups.
Key Responsibilities:
- Map and analyse complex end-to-end service journeys, including interactions between different user groups and digital platforms.
- Identify pain points, service gaps, dependencies and opportunities for improvement across existing services.
- Develop service blueprints, journey maps, process flows and visual artefacts to communicate current and future service models.
- Collaborate closely with User Researchers to ensure service design decisions are informed by evidence and genuine user needs.
- Work alongside Interaction Designers and Content Designers to create coherent, accessible and joined-up experiences.
- Plan and facilitate workshops with business, technical and programme stakeholders to explore challenges and potential solutions.
- Engage with Product Managers, Business Analysts, Architects and Engineering teams to understand operational constraints, technical dependencies and delivery considerations.
- Assess how existing digital capabilities and platforms could be reused or enhanced to support future services.
- Contribute service design insights, evidence and recommendations to discovery outputs and future delivery options.
Skills & Experience:
- Proven experience as a Service Designer working within Agile/Scrum delivery environments.
- Strong background designing and improving complex digital services or supporting large-scale transformation programmes.
- Demonstrable experience mapping end-to-end services, user journeys and interconnected processes.
- Excellent service blueprinting, journey mapping and workshop facilitation skills.
- Experience identifying dependencies and relationships across multiple services, systems, teams and organisations.
- Strong ability to use user research, data and evidence to inform service design decisions.
- Experience simplifying complex service landscapes and communicating findings clearly to technical and non-technical stakeholders.
- Proven ability to collaborate effectively with User Researchers, Interaction Designers and Content Designers.
- Experience contributing to discovery phases, exploring service improvement opportunities and shaping recommendations for future delivery.
- Strong stakeholder engagement, analytical thinking and problem-solving capabilities.
Desirable Experience:
- Previous experience working on government or public sector digital transformation programmes.
- Familiarity with Government Digital Service (GDS) standards and user-centred design principles.
- Experience modernising legacy services or supporting the transition to new digital platforms.
- Understanding of complex transactional services involving multiple user groups or intermediaries.
- Experience working across highly integrated, regulated or large-scale service environments.
- Knowledge of service blueprinting techniques and tools such as Miro, Figma or similar collaborative design platforms.
