Service Designer

Government Recruitment Service; Cardiff; On-site; GBP 45,000 - 65,000; Full time

Job summary

A government department in the United Kingdom is seeking a Senior Service Designer to shape user-centered services for businesses and citizens. This role involves collaborating with a multidisciplinary team to design inclusive experiences. Responsibilities include providing service design expertise, developing user journeys, and communicating complex ideas effectively. The position offers professional growth opportunities and the chance to influence service strategies within the department.

Benefits

Mentoring opportunities

Access to DDaT Capability Framework

Participation in design networks

Qualifications

• Experience in developing user-centered experiences that meet business outcomes.
• Ability to analyze user experience pain points and create impactful recommendations.
• Expertise in communicating complex information effectively.

Responsibilities

• Provide service design expertise across complex user journeys.
• Develop user-centered experiences that meet user needs.
• Map current user journeys and design new service processes.

Skills

User-centered design

Service design expertise

Analysing user journeys

Facilitation skills

Job description

About us

The Department for Business and Trade (DBT) has a clear mission - to grow the economy. Our role is to help businesses invest, grow and export to create jobs and opportunities right across the country. We do this in three ways.

Firstly, we help to build a strong, competitive business environment, where consumers are protected and companies rewarded for treating their employees properly.

Secondly, we open international markets and ensure resilient supply chains. This can be through Free Trade Agreements, trade facilitation and multilateral agreements.

Finally, we work in partnership with businesses every day, providing advance, finance and deal‑making support to those looking to start up, invest, export and grow.

The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support us in this mission. The team have been nominated four times in a row for ‘Best Public Sector Employer’ at the Women in Tech awards!

About the role

As a Senior Service Designer, you will play a pivotal role in shaping user‑centred services that deliver real impact for businesses and citizens. Working within a multidisciplinary team, you’ll collaborate with researchers, developers, and product managers to design holistic, inclusive experiences across complex journeys. You’ll be the voice of both the user and the organisation, ensuring that services meet user needs while aligning with strategic objectives. This role offers the chance to influence service strategies, create design roadmaps, and champion best practice across the department.

We are committed to your growth and development. You’ll have access to the DDaT Capability Framework, mentoring opportunities, and a vibrant design community. From formal training in advanced service design techniques to participation in cross‑government design networks, you’ll be supported to deepen your expertise and progress your career. You’ll also have opportunities to lead on innovative projects, share knowledge, and contribute to shaping the future of service design within DBT.

Main responsibilities

• Providing service design expertise across complex user journeys
• Developing user‑centred experiences that meet user needs and fulfil business outcomes
• Helping to shape the Service Design function in the team based on best practice from the wider profession
• Using and promoting best practice and standards to design usable and inclusive experiences
• Analysing pain points and failure points within the user experience and creating recommendations to address any issues identified
• Mapping of current user journeys and design service blueprints for new or improved experiences or processes across multiple channels
• Effectively communicating complex information and ideas using sketches, scenarios, diagrams, maps, prototypes, and written narratives for multiple audiences
• Building collaborative relationships within multidisciplinary teams and with senior stakeholders across the organisation and wider DDaT Profession
• Effectively using facilitation skills with teams and stakeholders to build a shared understanding of problems to be solved, work through challenges and enable design‑led decision making

Within Department of Business and Trade this role is known as Senior Service Designer.