Service Design & Transformation

Salary: £? - ? per year

Requirements:

• Strong practical experience in Service Design, User-Centred Design (UCD) and process mapping.
• Proven experience leading service design activities within complex organisational or digital transformation programmes.
• Excellent facilitation skills, with the ability to engage stakeholders, users and delivery teams effectively.
• Experience delivering sustainable process improvements and business change initiatives.
• Strong analytical and problem-solving skills, using evidence to understand issues and identify opportunities.
• Experience working within multidisciplinary teams, managing differing viewpoints and reaching effective outcomes.
• Ability to plan and lead discovery activities, experimentation and iterative design approaches.
• Experience applying user research, feedback, analytics and operational insight to inform decision-making.
• Strong stakeholder management skills, with the ability to translate and balance technical, operational and business requirements.
• Ability to make evidence-based design decisions and confidently explore multiple solution options.
• Experience of creating and testing prototypes using appropriate methods and tools.
• Strategic thinking with the ability to focus on long-term outcomes rather than short-term activities.
• Strong understanding of accessible and inclusive service design principles.
• Experience using collaborative digital tools such as Microsoft 365, Teams, Trello or similar platforms.
• Ability to build capability in others and promote user-centred, outcome-focused ways of working.
• Familiarity with the Government Service Standard or similar service design frameworks.
• Experience working within Agile environments and understanding of Agile delivery practices and tools.
• Knowledge of Lean, Lean Startup, Lean Six Sigma or continuous improvement methodologies.
• Experience working in public sector, digital transformation or service improvement environments.
• Professional certifications in Service Design, User-Centred Design or related disciplines.

Responsibilities:

• Lead service design activities across discovery, alpha and iterative delivery phases.
• Facilitate workshops and collaborative sessions that bring together users, stakeholders and delivery teams to build shared understanding and momentum.
• Guide multidisciplinary teams through complex problem-solving and transformation initiatives.
• Create and maintain service maps, service blueprints, journey maps and other design artefacts that support decision-making.
• Use research, data, analytics and operational insight to identify problems, opportunities and improvement initiatives.
• Design, develop and test prototypes, ensuring ideas are validated before wider implementation.
• Balance user needs, organisational objectives and operational considerations when shaping service improvements.
• Advocate for and embed user-centred design practices across teams and stakeholders.
• Help teams navigate ambiguity, define problems effectively and focus on meaningful outcomes.
• Support capability development, coaching colleagues in service design methods and best practice.
• Work closely with researchers, business stakeholders, technical teams and delivery colleagues to ensure services meet user needs and organisational goals.
• Contribute to the continuous improvement of service design practices, tools and standards.

Technologies:

• Support
• Microsoft 365
• Office 365

More:

We are offering a 6-month contract for an experienced Service Designer to join a major transformation programme in a fully remote role. This is an opportunity to shape and improve services that create meaningful outcomes for users, stakeholders and our organisation. We are looking for a passionate user-centred design practitioner who can lead multidisciplinary teams, champion evidence-led service design and help build capability across our teams. The role is focused on Service Design and User-Centred Design rather than project delivery, PMO or change management, and is suited to someone who thrives in complex environments with ambiguity and competing priorities.

last updated 32 week of 2026