You will lead service design activity across the full service lifecycle, helping to shape seamless, user-centred services that meet both user needs and organisational objectives. Working within agile, multidisciplinary teams, you’ll collaborate closely with Product Managers, User Researchers, Interaction Designers and Engineers to map, design and improve end-to-end services in line with GDS standards.
Key Responsibilities:
- Lead service design across discovery, alpha and beta phases
- Design and map end-to-end services across multiple channels and touchpoints
- Use service blueprints, journey maps and ecosystem mapping to identify opportunities for improvement
- Collaborate with user researchers and designers to ensure services are grounded in evidence and user needs
- Work closely with product and delivery teams to turn insights into practical service improvements
- Facilitate workshops and co-design sessions with stakeholders across business and delivery teams
- Champion inclusive, accessible and joined-up service design aligned to GDS principles
- Present service design outputs and recommendations to senior stakeholders
Essential Experience:
- Strong experience as a Senior Service Designer within UK central government
- Solid understanding of GDS standards, service design principles and user-centred design
- Experience designing complex, end-to-end digital services within agile delivery teams
- Ability to create clear service artefacts such as service blueprints, user journeys and process maps
- Excellent stakeholder engagement, facilitation and communication skills
- Ability to work at pace and influence service direction in complex delivery environments
