Senior Service Designer

Lorien; City of Edinburgh; Hybrid; GBP 92,000 - 129,000; Full time

Job summary

Lorien is seeking an experienced Senior Service Designer for a major public sector transformation, based in Edinburgh with hybrid working. You will help design and improve operational services.

Working across complex service environments, you will shape support models, establish governance, KPIs and operating models and ensure services are user-centred and transition-ready. You will collaborate with service leaders, stakeholders and Agile teams to embed service design best practice and enable

Qualifications

• Experience influencing senior stakeholders across operational, digital and policy environments.
• Ability to facilitate cross-team alignment with differing priorities.
• Experience designing operationally sustainable services and back-office processes.

Responsibilities

• Design and improve operational services within a large-scale transformation programme.
• Embed service design best practice in Agile delivery teams and drive organisational change.

Skills

Stakeholder engagement

Facilitation

Service design

Operational readiness

Governance & KPIs

Research & workshops

Job description

We're supporting a major public sector organisation delivering a large-scale transformation programme and are looking for an experienced Senior Service Designer

Location: Edinburgh (Hybrid)

Duration: 6 Months Initially (potential 6 month extension)

Assignment Description

This role will play a key part in designing and improving operational services within a large-scale transformation programme, ensuring services are sustainable, effective and ready for transition into business-as-usual operations. Working across complex service environments, you will develop service design concepts, shape future support models and help establish consistent ways of working across multiple teams and functions. The successful candidate will work closely with service leaders, programme stakeholders and operational teams, using research and evidence to inform decisions, improve service outcomes and promote accessible, user-centred design. You will also contribute to Agile delivery teams, embedding service design best practice and supporting the successful delivery of organisational change.

• Experience influencing and engaging senior stakeholders across operational, digital and policy environments
• Ability to facilitate alignment across teams with differing priorities and objectives
• Experience designing operationally sustainable services, including support and back-office processes
• Experience defining service ownership, governance, escalation routes, service measures and KPIs
• Experience working on service transition and operational readiness activities
• Experience conducting research and workshops with operational staff, service managers and frontline teams
• Ability to identify pain points, operational risks and improvement opportunities
• Ability to translate operational insight into practical service and operating model improvements
• Experience contributing to operating model design and organisational transformation
• Understanding of how people, process, technology and governance impact service performance
• Experience working alongside Business Architects, Business Analysts and Change professionals to define future-state services