Service Designer

Advanced Resource Managers; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

Advanced Resource Managers seeks an experienced Lead Service Designer to support a major UK government transformation programme, shaping complex public services across policy, operations, technology, and user needs.

You will map end-to-end services, engage with senior stakeholders, facilitate workshops, and deliver evidence-based designs that improve outcomes for citizens and internal users.

Qualifications

• 5+ years' experience in Service Design or related user-centred design discipline.
• Proven track record delivering complex public sector transformation programmes.
• Experience leading service design work independently within multidisciplinary teams.
• Strong end-to-end service design expertise beyond digital product or UX.
• Experience producing service maps, blueprints, journeys and strategic artefacts.
• Excellent workshop facilitation and stakeholder engagement skills.
• Ability to influence senior stakeholders and communicate complex concepts clearly.
• Experience across Discovery, Alpha, Beta, and Live delivery phases.
• Understanding of accessibility, inclusive design, and evidence-based decision making.
• Active SC Clearance and eligibility to work in the UK.
• Knowledge of Government Service Standards and user-centred design frameworks.
• Experience supporting major transformation programmes and service assessments.
• Experience designing both operational and citizen-facing services.
• Background in highly regulated or security-sensitive environments.

Responsibilities

• Lead service design activity across large-scale public sector programmes.
• Map and analyse end-to-end services, including people, processes, policy, technology, and operations.
• Create service blueprints, service maps, customer journeys, ecosystem maps and future-state visions.
• Identify service challenges, risks, dependencies and improvement opportunities.
• Translate research insights and stakeholder feedback into actionable recommendations.
• Facilitate workshops, stakeholder interviews, co-design sessions and service reviews.
• Support development of service strategies, transformation roadmaps and future operating models.
• Collaborate with user researchers, product managers, business analysts, architects and delivery teams.
• Advocate for user-centred design principles and accessibility throughout service delivery.

Skills

Service Design

Public Sector Transformation

Stakeholder Engagement

Workshop Facilitation

User-Centred Design

Accessibility

Communication

SC Clearance

Job description

A leading digital consultancy is seeking an experienced Lead Service Designer to support a major UK government transformation programme. This role offers the opportunity to shape complex public services, working across policy, operations, technology, and user needs to design better outcomes for citizens and internal users.

The Role

As a Lead Service Designer, you will play a key role in understanding how services operate today and defining how they should evolve in the future. Working within multidisciplinary teams, you will map complex service ecosystems, uncover opportunities for improvement, and create evidence-based service designs that support strategic decision-making.

You'll engage regularly with senior stakeholders, facilitate workshops, challenge assumptions constructively, and help organisations move towards more user-centred and effective services.

Key Responsibilities

• Lead service design activity across large-scale public sector programmes.
• Map and analyse end-to-end services, including people, processes, policy, technology, and operational considerations.
• Create service blueprints, service maps, customer journeys, ecosystem maps, and future-state visions.
• Identify service challenges, risks, dependencies, and improvement opportunities.
• Translate research insights and stakeholder feedback into actionable recommendations.
• Facilitate workshops, stakeholder interviews, co-design sessions, and service reviews.
• Support the development of service strategies, transformation roadmaps, and future operating models.
• Collaborate closely with user researchers, product managers, business analysts, architects, delivery managers, and technical teams.
• Advocate for user-centred design principles and accessibility throughout service delivery.

What We're Looking For

• 5+ years' experience in Service Design or a related user-centred design discipline.
• Proven track record delivering complex public sector transformation programmes.
• Experience leading service design work independently within multidisciplinary teams.
• Strong expertise in end-to-end service design rather than solely digital product or UX design.
• Demonstrable experience producing high-quality service maps, blueprints, customer journeys, and strategic service artefacts.
• Excellent workshop facilitation and stakeholder engagement skills.
• Ability to influence senior stakeholders and communicate complex concepts clearly.
• Experience working across Discovery, Alpha, Beta, and Live delivery phases.
• Strong understanding of accessibility, inclusive design, and evidence-based decision making.
• Active SC Clearance and eligibility to work in the UK.
• Knowledge of Government Service Standards and user-centred design frameworks.
• Experience supporting major transformation programmes and service assessments.
• Experience designing both operational and citizen-facing services.
• Background working in highly regulated or security-sensitive environments.