SC Cleared Service Designer (UCD)

iO Associates; Greater London; On-site; GBP 92,000 - 120,000; Full time

Job summary

iO Associates is seeking a Service Designer with SC clearance to join a multidisciplinary public-sector team in London. You will work across discovery and delivery phases to understand user and organisational needs, map end-to-end journeys, and shape effective services with autonomy in a fast-paced environment.

The role is 3-6 months with 0-1 days on site, offering scope for extension. You will facilitate collaborative workshops, translate research into actionable recommendations, and ensure

Qualifications

• Minimum three years’ hands-on service design experience in government or similar public sector.
• Experience mapping end-to-end user journeys and services.
• Experience facilitating workshops with stakeholders and multidisciplinary teams.
• Strong analytical and synthesis skills to translate research into insights.
• Active SC clearance is essential.

Responsibilities

• Lead and contribute to service design and discovery activities.
• Map end-to-end services, journeys and processes to identify pain points.
• Collaborate with users, stakeholders and multidisciplinary teams.
• Plan and facilitate service design workshops and discovery sessions.
• Bring together user research, data and stakeholder insight to develop a holistic understanding.
• Produce service design artefacts including journey maps and blueprints.
• Translate research into clear, actionable recommendations.
• Support development, testing and iteration of new service concepts.
• Communicate findings to stakeholders at different levels.
• Ensure alignment with government standards and accessibility compliance.

Skills

Service design

Discovery

Journey mapping

Stakeholder management

Workshops

Agile teams

SC clearance

Job description

SC Cleared Service Designer (2 x Mid-Seniors & 2 x Leads)

3-6 month contract + likely extension

0-1 days per week on site in London

Project Context

The successful candidate will join a multidisciplinary team working across a range of projects and services within a complex public-sector environment.

The role will involve working through discovery and delivery phases to understand user and organisational needs, identify opportunities for improvement and help shape effective end-to-end services.

The successful candidate should be comfortable working in a fast-paced environment where priorities can change and where they may need to work with a high degree of autonomy.

• Confident working independently, without relying heavily on instructions, guidance or established processes.
• Able to manage conflicting requests, prioritise effectively and adapt to changing requirements.
• Proactive and collaborative, with a willingness to get involved across different areas of a project.
• Minimum three years’ experience in a hands-on Service Design role within government, public sector or a similar complex environment.
• Proven experience working across discovery and service design, identifying user needs, organisational requirements and service challenges.
• Strong experience of mapping end-to-end user journeys, services and processes to identify pain points, dependencies and opportunities.
• Experience facilitating workshops and collaborative sessions with users, stakeholders and multidisciplinary teams.
• Strong analytical and synthesis skills, with the ability to turn complex information and research findings into clear insights and recommendations.
• Experience working within Agile and multidisciplinary teams, alongside roles such as User Researchers, Product Managers, Content Designers, UX Designers and Delivery Managers.
• Strong stakeholder management and communication skills, with the ability to communicate complex service design concepts clearly to a range of audiences.
• Active SC clearance is essential.

Key Responsibilities

• Leading and contributing to service design and discovery activities to understand user needs, organisational requirements and wider service challenges.
• Mapping and analysing end-to-end services, user journeys and processes to identify pain points, opportunities and areas for improvement.
• Working collaboratively with users, stakeholders and multidisciplinary teams to define problems and explore potential solutions.
• Planning and facilitating service design workshops, discovery sessions and collaborative activities.
• Bringing together user research, data, stakeholder insight and operational information to develop a holistic understanding of the service.
• Producing service design artefacts including journey maps, service blueprints, process maps and other visualisations to communicate complex services and opportunities.
• Translating research and service insights into clear, actionable recommendations.
• Supporting the development, testing and iteration of new service concepts and approaches.
• Considering the wider impact of changes across people, processes, technology and channels.
• Communicating findings and recommendations to stakeholders at different levels of an organisation.
• Championing user-centred and evidence-led approaches to service development.
• Working within relevant Government, public-sector, accessibility and compliance standards.