Senior Service Designer — Lead User‑Centred Service Design

Service Design Jobs; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

HMCTS’s Digital Delivery team is redesigning courts and tribunals to be user-led, accessible and digital where appropriate. A Senior Service Designer will lead on end-to-end design of complex services, collaborating with researchers, analysts and frontline staff to identify pain points and iterate effective solutions.

You’ll drive multi-channel service design, engage stakeholders, coach designers, and help create and maintain service roadmaps while ensuring user needs shape policy and delivery.

Qualifications

• Experience designing digital services end-to-end in complex environments.
• Ability to collaborate with researchers, analysts and frontline staff.
• Proven track record in improving user journeys and service outcomes.

Responsibilities

• Design services across multi-channel journeys with service journey maps and blueprints.
• Facilitate co-design with judges, operational leaders and programme directors.
• Embed in agile delivery teams and help visualise outcomes and roadmaps.
• Coach and mentor other designers and grow the design community.
• Translate research findings into actionable insights to inform service development.
• Influence progress with senior stakeholders and balance risk in decisions.

Skills

Stakeholder management

User-centred design

Mentoring and coaching

Team leadership

Design systems

Creative problem solving

Job description

HMCTS’s Digital Delivery team is redesigning courts and tribunals to be user-led, accessible and digital where appropriate. A Senior Service Designer will lead on end-to-end design of complex services, collaborating with researchers, analysts and frontline staff to identify pain points and iterate effective solutions.

You’ll drive multi-channel service design, engage stakeholders, coach designers, and help create and maintain service roadmaps while ensuring user needs shape policy and delivery.