Lead Service Designer - Public Sector Transformation

Advanced Resource Managers; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Advanced Resource Managers seeks an experienced Lead Service Designer to support a major UK government transformation programme, shaping complex public services across policy, operations, technology, and user needs.

You will map end-to-end services, engage with senior stakeholders, facilitate workshops, and deliver evidence-based designs that improve outcomes for citizens and internal users.

Qualifications

• 5+ years' experience in Service Design or related user-centred design discipline.
• Proven track record delivering complex public sector transformation programmes.
• Experience leading service design work independently within multidisciplinary teams.
• Strong end-to-end service design expertise beyond digital product or UX.
• Experience producing service maps, blueprints, journeys and strategic artefacts.
• Excellent workshop facilitation and stakeholder engagement skills.
• Ability to influence senior stakeholders and communicate complex concepts clearly.
• Experience across Discovery, Alpha, Beta, and Live delivery phases.
• Understanding of accessibility, inclusive design, and evidence-based decision making.
• Active SC Clearance and eligibility to work in the UK.
• Knowledge of Government Service Standards and user-centred design frameworks.
• Experience supporting major transformation programmes and service assessments.
• Experience designing both operational and citizen-facing services.
• Background in highly regulated or security-sensitive environments.

Responsibilities

• Lead service design activity across large-scale public sector programmes.
• Map and analyse end-to-end services, including people, processes, policy, technology, and operations.
• Create service blueprints, service maps, customer journeys, ecosystem maps and future-state visions.
• Identify service challenges, risks, dependencies and improvement opportunities.
• Translate research insights and stakeholder feedback into actionable recommendations.
• Facilitate workshops, stakeholder interviews, co-design sessions and service reviews.
• Support development of service strategies, transformation roadmaps and future operating models.
• Collaborate with user researchers, product managers, business analysts, architects and delivery teams.
• Advocate for user-centred design principles and accessibility throughout service delivery.

Skills

Service Design

Public Sector Transformation

Stakeholder Engagement

Workshop Facilitation

User-Centred Design

Accessibility

Communication

SC Clearance

Job description

Advanced Resource Managers seeks an experienced Lead Service Designer to support a major UK government transformation programme, shaping complex public services across policy, operations, technology, and user needs.

You will map end-to-end services, engage with senior stakeholders, facilitate workshops, and deliver evidence-based designs that improve outcomes for citizens and internal users.