SC-Cleared Lead Service Designer (Public Sector, London)

ARM International; Greater London; Hybrid; GBP 67,000 - 100,000; Full time

Job summary

ARM International seeks a Lead Service Designer to shape complex public services in a London-hybrid setting. The role involves mapping end-to-end services, creating artefacts, and collaborating with researchers to ground decisions in evidence.

You will lead discovery through Live stages, engage with stakeholders, and facilitate workshops to drive alignment on future service directions. SC clearance is mandatory.

Qualifications

• 5+ years of professional experience in service design or a closely related user-centred design discipline.
• Significant experience delivering service design within the UK public sector.
• Experience working independently at lead or senior level on complex services.
• Strong evidence of strategic, end-to-end service design rather than solely product or interface design.
• Demonstrable experience creating high-quality service maps, service blueprints, user journeys and other end-to-end service design artefacts.
• Experience working across different stages of service development, including Discovery, Alpha, Beta and Live.
• Active Security Check (SC) clearance.

Responsibilities

• Lead service design activity across complex public-sector services, from Discovery through Alpha, Beta and Live.
• Understand and map complex end-to-end services across user-facing and internal processes.
• Create service artefacts including maps, blueprints, journeys, ecosystems and experience principles.
• Work with User Researchers to ground design decisions in evidence.
• Plan and facilitate workshops, co-design sessions and stakeholder interviews.
• Help senior stakeholders understand complex services and align around future direction.
• Challenge assumptions to improve service outcomes and communicate complex problems clearly.

Skills

Service design

User-centered design

Stakeholder interviews

Workshop facilitation

Strategic planning

Public sector experience

Tools

Service maps

Service blueprints

Journeys and ecosystems

Job description

ARM International seeks a Lead Service Designer to shape complex public services in a London-hybrid setting. The role involves mapping end-to-end services, creating artefacts, and collaborating with researchers to ground decisions in evidence.

You will lead discovery through Live stages, engage with stakeholders, and facilitate workshops to drive alignment on future service directions. SC clearance is mandatory.