Service Designer

The Pensions Regulator; Brighton; Hybrid; GBP 61,000 - 83,000; Full time

Benefits offered by this job

Learning & development

Hybrid working

Inclusive environment

Employee networks

Job summary

The Pensions Regulator in Brighton is seeking a Service Designer to shape and deliver user‑centred services within the Innovation Service, refining the support we offer across the pensions landscape.

You will use user research and internal insights to co‑create end‑to‑end services underpinned by strong processes, modern technology and good data practices, working in a hybrid environment.

Qualifications

• Significant experience as a Service Designer in a complex organisation or transformation environment.
• Experience using user research and insight to design and improve services.
• Experience working in multidisciplinary teams to deliver user-centred outcomes.
• Experience designing and documenting service blueprints and end-to-end service experiences.
• Experience facilitating workshops and collaborating with a wide range of stakeholders.
• Experience contributing to service design standards, patterns or best practice.

Responsibilities

• Shape and deliver seamless, user-centred services as part of the Innovation Service.
• Co-create services using external stakeholder research and internal insights.
• Take a holistic approach to problem-solving across front-end interactions and back-end processes.
• Work across teams to align stakeholder goals and improve user experiences.
• Review journeys to identify user needs, pain points and improvement opportunities.
• Design and document service blueprints supporting innovation and efficiency.
• Design and facilitate collaborative workshops for stakeholders at all levels.
• Support service design capability development including patterns and best practice.

Skills

Service design experience

User research

Multidisciplinary teams

Service blueprints

Workshop facilitation

Standards/best practice

Job description

Role title: Service Designer

TPR grade & pay group: Grade 6 & Digital

Directorate: Digital, Data & Technology

Salary: £72,257.00 Per Annum

Contract type: Permanent

Location: Brighton: Hybrid (6 days per month in the office)

The Role And Responsibilities

• Shape and deliver seamless, user-centred services as part of TPR’s Innovation Service, helping refine the support we offer across the pensions landscape.
• Use external stakeholder research and insight from internal teams to co-create services that are underpinned by effective business processes, modern technology and good data practices.
• Take a holistic approach to problem-solving, considering the full-service ecosystem — from front-end user interactions to back-end processes.
• Work across teams and departments to align stakeholder goals, bridge gaps and ensure services are designed around user needs.
• Review research, current practices and customer journeys to identify user needs, pain points and opportunities for improvement.
• Work in a multi-disciplinary team to design, define and document service blueprints that support innovation, reduce user burden and improve efficiency.
• Design and facilitate collaborative workshops, communicating clearly with stakeholders at all levels.
• Support TPR in developing its service design capability, including design patterns, components and the use of best practice.

Essential Criteria

• Significant experience working as a Service Designer in a complex organisation or transformation environment.
• Experience using user research and insight to design and improve services.
• Experience working in multidisciplinary teams to deliver user-centred outcomes.
• Experience designing and documenting service blueprints and end-to-end service experiences.
• Experience facilitating workshops and collaborating with a wide range of stakeholders.
• Experience contributing to service design standards, patterns or best practice.

The team

Our vision is to use digital, data, and technology to revolutionise pension regulation, making it more efficient, secure, transparent, and customer centred. We believe only our people can change things. In DDaT, we’re customer obsessed, whether the customer is a saver, scheme provider, a user in one of our teams or one of our immediate colleagues. We focus on outcomes, are willing to experiment, collaborate and learn with our colleagues. We need brilliant people to help bring our ambitions to life.

TPR Offers

• Genuine opportunities for learning and development.
• A values-led, inclusive environment.
• Hybrid working and flexible shift patterns.
• A vibrant workplace with employee networks (Disability, Family, LGBT+, Minority Ethnic, Mental Health, Women’s).

Reward And Benefits

We offer 25 days annual leave plus bank holidays, a hybrid working model, 35 hour working week (full-time), flexible working patterns, and flexitime. We also provide competitive parental leave, as well as a Civil Service Pension with an average employer contribution of 28.97%. Our dedicated benefits portal (Edenred) offers retail, gym, tech and restaurant discounts, and a cycle to work scheme.

Find out what benefits a Civil Service Pension Provides.

Our culture

TPR strives to be a high-performing organisation, and we prioritise our people’s growth and well-being. We offer various learning, secondment and development opportunities, support flexible working, and foster a diverse and inclusive environment.

Equality, diversity and inclusion is very important to us and we strive to make sure everyone has an equal opportunity to succeed. Our modern Brighton offices are in Telecom House overlooking Preston Park, they are over two floors of a shared building facility and when designed in 2023 we followed the government’s workplace design guide to ensure accessibility by design was achieved for our section.

We’re proud to have a range of networks and opportunities to bring people together with supportive and safe spaces to connect with one another.

About The Pensions Regulator

With a career at TPR, you’ll be joining an organisation with real purpose and who are proud of their diverse range of skills and experience that positively impact on millions of people. Everyone at TPR plays an important role in helping to keep more than £2trn of savings safe.

Our Corporate Strategy outlines a bold and challenging vision of how pensions regulation should continue to evolve to keep pace with a change in the scale and nature of the pensions landscape. We believe diversity and inclusion are vital to good decision-making for positive saver outcomes. We’re committed to creating a supportive, inclusive, and dynamic work environment where everyone can thrive; understanding the link between the work we do and its positive impact on society.

Find out more about us.

Diversity and inclusion

TPR is committed to promoting diversity, inclusion and equality in the workplace, creating an environment where everyone is encouraged to be themselves, enabling our people to feel supported, represented and do their best work.

We encourage applicants from all backgrounds and with different identities and experiences to apply for roles with TPR.

Further information

Please visit our website to find out what it is like to work at TPR, our culture, interview process and our commitment to our employees.

If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email [e-mail] .

Current TPR employees who want to apply for this vacancy should first contact their line manager to discuss their application.

We welcome applications on a part time and job share basis.

Please note that TPR is unable to offer visa sponsorship. All applicants must already hold Right to Work in the UK for the duration of their employment. For more information on Right to Work, please visit Prove your right to work to an employer: Overview - GOV.UK.

As a Disability Confident Employer, we’re committed to the recruitment, employment, retention, and development of people with disabilities, and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the essential criteria will be an offered an interview. Please note that if we receive a high volume of Disability Confident applicants, we reserve the right to offer an interview to those who best meet the essential criteria.