Senior Service Designer

NRGTech Talent Solutions; Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Work across programmes to translate needs into actionable service solutions, identify opportunities, and produce artefacts to support delivery and decision-making in a hybrid, public-sector setting.

Qualifications

• Experience working within UK Government, public sector or highly regulated environments.
• Strong knowledge of the Government Service Standard and Service Manual.
• Experience supporting services through discovery, alpha, beta and live phases.
• Experience working with multidisciplinary teams using agile delivery methodologies.
• Ability to analyse complex service landscapes and identify strategic improvement opportunities.

Responsibilities

• Lead the design and improvement of end-to-end services across multiple channels and touchpoints.
• Plan and conduct service design activities including service mapping, journey mapping, blueprinting and workshop facilitation.
• Collaborate with product managers, user researchers, business analysts and technical teams to shape service outcomes.
• Translate user needs, policy requirements and operational constraints into practical service solutions.
• Identify pain points, risks, dependencies and opportunities across complex service ecosystems.
• Facilitate stakeholder engagement and alignment across programmes and teams.
• Use research insights and data to inform design decisions.
• Produce clear design artefacts and recommendations to support delivery and decision making.
• Coach teams in adopting user-centred design practices.

Skills

Service design

Public sector experience

Agile delivery

Stakeholder facilitation

User-centred design

Job description

HYBRID 3 DAYS IN THE OFFICE COULD BE BASED FROM MANCHESTER, LEEDS, BIRMINGHAM OR LIVERPOOL

GOVERNMENT ROLE, GREAT OPPORTUNITY TO MAKE A DIFFERENCE!

Overview

Lead service design activity for complex, user-centred digital services, ensuring that services meet user needs, business objectives and government service standards. The role will drive end-to-end service design across multidisciplinary teams, helping to identify opportunities for service improvement, reduce complexity and deliver measurable outcomes for citizens and colleagues.

The post holder will provide service design expertise, facilitate collaborative design activities and support strategic decision-making through evidence-based design approaches.

Responsibilities

• Lead the design and improvement of end-to-end services across multiple channels and touchpoints.
• Plan and conduct service design activities including service mapping, journey mapping, blueprinting and workshop facilitation.
• Work closely with product managers, user researchers, business analysts, interaction designers, content designers and technical teams to shape service outcomes.
• Translate user needs, policy requirements and operational constraints into practical service solutions.
• Identify pain points, risks, dependencies and opportunities across complex service ecosystems.
• Facilitate stakeholder engagement and alignment across programme, policy, operational and digital teams.
• Use research insights, data and evidence to inform service design decisions.
• Support service assessments and ensure alignment with the Government Service Standard.
• Produce clear design artefacts and recommendations to support delivery and decision making.
• Coach and influence teams in adopting user-centred design practices.

Skills & Experience Required

Experience working within UK Government, public sector or highly regulated

• Strong understanding of the Government Service Standard and Service Manual.
• Experience supporting services through discovery, alpha, beta and live phases.
• Experience working with multidisciplinary teams using agile delivery methodologies.
• Ability to analyse complex service landscapes and identify strategic improvement opportunities.
• Experience producing high-quality service design artefacts and recommendations for senior stakeholders.

Person Summary

Demonstrable experience leading service design on complex digital transformation programmes.

Ability to design and improve end-to-end services spanning multiple teams, systems and channels.

Advanced knowledge of service mapping, blueprinting and systems thinking.

User-Centred Design (Essential)

Strong understanding of user-centred design principles and practices.

Ability to synthesise user research findings into actionable service improvements.

Experience balancing user, organisational and policy needs.

Facilitation and Stakeholder Management (Essential)

Experience planning and facilitating workshops with senior stakeholders and multidisciplinary teams.

Ability to build consensus and influence decision-making in complex environments.

Strong communication and presentation skills.

Digital Delivery in Agile Environments (Essential)

Experience working within agile, multidisciplinary delivery teams.

Understanding of modern digital delivery methods and government service design practices.

Ability to prioritise work and adapt to changing requirements.