Senior Service Designer

Amber Labs; Greater London; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Private medical insurance

Remote-first with office access

Professional development budget

Perkbox membership

EV scheme after 1 year

Team socials

Referral bonus up to £3,000

Employer pension contributions

Your choice of PC or Mac

Job summary

Amber Labs is seeking an experienced Service Designer to support central government engagements. You will map end-to-end services, identify pain points, and redesign journeys to be inclusive and accessible, aligning with user needs and policy goals.

Collaboration with researchers, policy experts, designers and developers is essential. You’ll lead workshops, design viable operating models, and ensure services meet GDS standards and accessibility best practices across digital, offline and

Qualifications

• Experience designing services within central government or public sector environments.
• Strong journey mapping and service blueprint skills with pain-point identification.
• Ability to balance policy, user needs and technology constraints.

Responsibilities

• Map complex service journeys, systems and touchpoints to identify improvement opportunities.
• Advocate for user needs throughout design and delivery processes.
• Facilitate workshops and co-design sessions with stakeholders and leaders.
• Collaborate on development and testing of service prototypes.
• Ensure decisions are driven by qualitative and quantitative evidence.
• Bridge policy intent with practical service models and operations.

Skills

Journey mapping

Service blueprints

Agile delivery

Workshop facilitation

User needs advocacy

Accessibility & inclusion

GDS standards

Stakeholder engagement

Collaboration with researchers

Tools

Miro

Lucidchart

Figma

Jira/Confluence

Job description

Location: Hybrid (London / remote), with occasional site visits

About Amber Labs

The digital transformation partner for highly regulated industries.

Our teams deliver digital transformation for organisations operating in complex, highly regulated environments. From securing national borders to supporting critical defence operations, we deliver secure AI, data, cloud and software solutions across high-stakes programmes.

What You’ll Be Doing

We’re looking for an experienced Service Designer to join a multidisciplinary team supporting a central government engagement.

You’ll help map end-to-end services, uncover user pain points and redesign public-facing and internal journeys that are inclusive, accessible and aligned to user needs. You’ll work closely with user researchers, policy experts, interaction designers and developers to ensure the right outcomes are achieved across entire services, not just at the interface level.

This is an opportunity to work on high-impact services where your work will directly contribute to improving how citizens and civil servants interact with vital government services.

You’ll be responsible for:

• Mapping complex service journeys, systems and user touchpoints to identify opportunities for improvement
• Advocating for user needs throughout the design and delivery process
• Facilitating workshops, playback sessions and co-design activities with stakeholders, including senior leaders
• Collaborating on the development and testing of service prototypes
• Working closely with user researchers and analysts to ensure decisions are driven by qualitative and quantitative evidence
• Bridging the gap between policy intent and practical service implementation by designing viable service operating models
• Ensuring services align with GDS Service Standards and accessibility and inclusion best practice
• Taking an end-to-end view of service ecosystems, including digital, offline, operational and third-party components
• Working collaboratively with multidisciplinary teams in agile environments
• Supporting service design activity from discovery through to delivery

What We’re Looking For

You will need:

• Active SC Clearance
• Experience designing services within central government or public sector environments
• Experience working within multidisciplinary agile teams
• Strong experience with journey mapping and service blueprints, including identifying pain points across user flows
• Understanding of how to balance policy, user needs and technology constraints to create deliverable services
• Experience working closely with user researchers, content designers, interaction designers and developers
• Strong workshop facilitation and stakeholder engagement skills
• Confidence working with ambiguity and shaping strategy from discovery through to delivery
• Knowledge of accessibility, inclusion and GDS Service Standards
• Familiarity with tools such as Miro, Lucidchart, Figma and Jira/Confluence

What’s In It For You

We believe benefits should be practical: things that genuinely support your day-to-day, give you flexibility and help you keep developing.

Here are a few of our perks:

• 25 days’ annual leave, plus bank holidays
• Private medical insurance with Bupa
• Remote-first working, with access to our Liverpool Street office
• Personal training budget to support your professional development
• Perkbox membership, with discounts across retail, travel, dining and wellness
• Electric Vehicle Scheme after one year of service
• Regular team socials
• Referral scheme offering up to £3,000 for successful hires
• Employer pension contributions
• Your choice of PC or Mac

How We Work

We’ve worked hard to build a team of people who are experts at what they do. Because of that, we’ll trust you to get on with your job and give you the space to do it well. But you’ll always have plenty of support around you whenever you need it - whether that’s to sense-check an approach, tackle a tricky client challenge, or simply bounce ideas around.

We keep our structure flat and our processes straightforward. If you have a good idea, you’ll be encouraged to run with it, and if something could be done better, we’ll encourage you to say so. Ultimately, we work with people who take pride in their work, support their team and want to leave things better than they found them.

Learn more about how we work.

A Human Approach to Hiring

We use AI responsibly, in our client projects and internally. When it comes to hiring, though, there are always real people behind the process. Decisions throughout - from CV review and progressing to interview through to making an offer - are made by our Talent team (who are real people, we promise!).

Diversity & Inclusion

Amber Labs is an equal opportunities employer, and we’re committed to creating an inclusive environment where everyone has the opportunity to do their best work, regardless of background, identity or experience.

If there’s anything we can do to make the recruitment process more accessible or comfortable for you, just let our Talent team know, we’ll be happy to help!