Senior Service Designer - Inside IR35 Contract

We are looking for an experienced Senior Service Designer to work within a multidisciplinary team delivering complex digital services for a UK public sector client.

You will lead service design activity across the service lifecycle, working from Discovery and Alpha through Beta and Live, depending on the assignment. You will help teams understand complex service landscapes, identify user and organisational needs, and design coherent end-to-end services across digital and non-digital channels.

Working alongside user researchers, interaction designers, content designers, product managers, business analysts, delivery managers, developers, architects, policy colleagues and operational teams, you will ensure services are designed around user needs while considering policy, technology and operational constraints.

You will be expected to work confidently within a GOV.UK Service Standard and Government Digital and Data environment, helping teams make evidence-based design decisions and prepare services for assessment where required.

Key responsibilities

You will:

• Lead service design activity within an Agile multidisciplinary delivery team.
• Map as-is and to-be services, identifying pain points, dependencies, opportunities and gaps across the end-to-end journey.
• Create and maintain service blueprints, journey maps, service maps, ecosystem maps and other appropriate service-design artefacts.
• Understand the relationship between user-facing journeys and the processes, people, policy, data and technology that support them.
• Translate user research, analytics, operational insight and wider evidence into actionable service improvements.
• Work closely with user researchers to ensure service decisions are grounded in a strong understanding of user needs.
• Collaborate with interaction and content designers to create coherent experiences across digital and non-digital touchpoints.
• Work with product, business analysis, architecture, technology, policy and operational colleagues to understand constraints and design viable services.
• Plan and facilitate workshops, co-design sessions, service-mapping activities and collaborative decision-making.
• Prototype service concepts and test assumptions early, iterating designs based on evidence and feedback.
• Identify dependencies and systemic issues that may affect the successful delivery of the service.
• Communicate complex service journeys and design decisions clearly to senior stakeholders and multidisciplinary teams.
• Build consensus around service-design approaches while constructively challenging assumptions where necessary.
• Contribute to Service Standard assessments and assurance activity where required.
• Champion accessibility, inclusion and user-centred design throughout delivery.

Department: Digital, Data and Cloud
Function: Information Technology
Experience Level: Mid-Senior Level