Service Designer

Hanover Digital Limited; Cambridge; Hybrid; GBP 52,000 - 68,000; Full time

Job summary

Hanover Digital Limited in the United Kingdom is seeking an experienced Service Designer to join a major government transformation programme, shaping end-to-end citizen and operational journeys. You will map current and future-state services across multiple channels, develop blueprints and journey maps, and work with researchers to turn insights into improvements.

The role involves working with multidisciplinary teams and applying GDS/UCD principles throughout discovery, alpha, beta and live

Qualifications

• Extensive experience producing and evolving service blueprints.
• Strong journey mapping and end-to-end service mapping capability.
• Ability to make complex services understandable through clear visualisation.
• Experience facilitating workshops involving diverse and senior stakeholder groups.
• Confidence navigating complex operational environments.
• Experience in multidisciplinary agile teams.
• Evidence-led approach to service design and decision-making.
• Strong communication and stakeholder influencing skills.

Responsibilities

• Mapping current and future-state services across multiple channels and touchpoints
• Developing service blueprints, journey maps and other artefacts
• Bringing together user, operational, policy and business perspectives to identify opportunities for improvement
• Facilitating workshops to explore problems, test assumptions and develop potential service solutions
• Working with User Researchers to turn research evidence into service improvements
• Collaborating with Product, Delivery, Business Analysis and Architecture colleagues
• Helping teams understand dependencies, pain points and gaps across end-to-end journeys
• Presenting service concepts and recommendations to senior stakeholders
• Contributing throughout discovery, alpha, beta and live phases
• Supporting teams in applying GDS and UCD principles in practice

Skills

Service blueprints

Journey mapping

Stakeholder facilitation

GDS/UCD knowledge

Agile teams

Job description

An experienced Service Designer is required to join a major UK Central Government transformation programme, working on complex services used by citizens and operational teams.

The assignment will focus on understanding how services operate end-to-end and identifying opportunities to simplify journeys, address pain points and improve the experience across digital and non-digital channels.

You'll be joining an established multidisciplinary environment and working across the wider service landscape rather than focusing solely on individual products or touchpoints. Experience designing services involving vulnerable or hard-to-reach users would be particularly valuable.

What You'll Be Doing

• Mapping current and future-state services across multiple channels and touchpoints
• Developing service blueprints, journey maps and other service design artefacts
• Bringing together user, operational, policy and business perspectives to identify opportunities for improvement
• Facilitating workshops to explore problems, test assumptions and develop potential service solutions
• Working alongside User Researchers to turn research evidence into service improvements
• Collaborating with Product, Delivery, Business Analysis and Architecture colleagues
• Helping teams understand dependencies, pain points and gaps across end-to-end journeys
• Presenting service concepts and recommendations to senior stakeholders
• Contributing throughout discovery, alpha, beta and live phases
• Supporting teams in applying GDS and UCD principles in practice

What We're Looking For

• Extensive experience producing and evolving service blueprints
• Strong journey mapping and end-to-end service mapping capability
• The ability to make complex services understandable through clear visualisation
• Experience facilitating workshops involving diverse and senior stakeholder groups
• Confidence navigating complex operational and organisational environments
• Experience working as part of multidisciplinary agile teams
• An evidence-led approach to service design and decision-making
• Strong communication and stakeholder influencing skills
• Knowledge of GDS standards, UCD practices and government service assessments would be advantageous, as would experience working on large-scale citizen-facing or operational services.