Senior Service Designer

Scrumconnect; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Scrumconnect Consulting in London is seeking a Senior Service Designer to design end-to-end public services that work for users and for the organisations that run them. You will look beyond screens to the whole service, including offline steps, operations and policy.

You will collaborate with researchers, policy and operations teams, run workshops, map journeys, create blueprints, and ensure accessibility and compliance with GDS standards while mentoring others.

Qualifications

• Significant experience as a service designer on complex services.
• Strong skills in journey mapping, service blueprinting and facilitation.
• Experience working across organisational boundaries and with senior stakeholders.
• Experience working in multidisciplinary agile teams.
• Ability to base design decisions on research and evidence.
• Clear communication of complex ideas, both visually and in writing.
• UK government or public sector experience.
• Experience taking services through GDS service assessments.
• Experience designing services that involve policy or regulatory change.

Responsibilities

• Map end-to-end services and journeys across channels.
• Create service blueprints showing front stage and back stage of a service.
• Work with user researchers to understand user needs and pain points.
• Run workshops with policy, operational and technical stakeholders to design better services.
• Identify opportunities to simplify services and remove unnecessary steps.
• Prototype and test service concepts, and iterate based on evidence.
• Make sure services meet the GDS Service Standard and accessibility needs.
• Support and mentor other designers.

Skills

Journey mapping

Service blueprinting

Facilitation

Stakeholder management

Agile teamwork

Research-based design

Clear communication

Public sector experience

GDS service assessments

Policy design

Job description

London, United Kingdom | Posted on 11/11/2026

Scrumconnect Consulting is a multi-award-winning digital consultancy, recognised for delivering impactful and innovative technology solutions across UK government departments. Our work has positively influenced the lives of over 40 million UK citizens.

We are passionate about user-centred design, agile delivery and building digital services that make a real difference. Our teams work at the forefront of innovation, helping organisations transform and deliver high-quality, scalable solutions that truly matter.

About the Role

We are looking for a Senior Service Designer to design end-to-end public services that work for users and for the organisations that run them. You will look beyond screens to the whole service, including offline steps, operations and policy.

Key Responsibilities

• Map end-to-end services and user journeys, across digital and non-digital channels.
• Create service blueprints showing the front stage and back stage of a service.
• Work with user researchers to understand user needs and pain points.
• Run workshops with policy, operational and technical stakeholders to design better services.
• Identify opportunities to simplify services and remove unnecessary steps.
• Prototype and test service concepts, and iterate based on evidence.
• Make sure services meet the GDS Service Standard and accessibility needs.
• Support and mentor other designers.

Essential Skills and Experience

• Significant experience as a service designer on complex services.
• Strong skills in journey mapping, service blueprinting and facilitation.
• Experience working across organisational boundaries and with senior stakeholders.
• Experience working in multidisciplinary agile teams.
• Ability to base design decisions on research and evidence.
• Clear communication of complex ideas, both visually and in writing.
• UK government or public sector experience.
• Experience taking services through GDS service assessments.
• Experience designing services that involve policy or regulatory change.

Diversity and Inclusion

At Scrumconnect Consulting, we believe that diversity drives innovation and better outcomes. We are committed to fostering an inclusive environment where every individual is valued, respected, and supported.

We welcome applications from candidates of all backgrounds and actively encourage individuals from underrepresented groups, including women, people with disabilities, and diverse communities, as well as those seeking flexible working arrangements.

As a Disability Confident Level 1 employer, we are committed to providing reasonable adjustments throughout the recruitment process and during employment to ensure equal opportunities for all.