Service Designer

Mayfair IT Consultancy Ltd; Greater London; On-site; GBP 42,000 - 70,000; Full time

Job summary

Mayfair IT is seeking an experienced Service Designer to improve end-to-end services focused on fraud prevention, detection and compliance within UK government programmes.

You will map complex service journeys, collaborate with policy, operations and tech teams, and translate requirements into practical service improvements that are accessible and secure. This role emphasizes governance, GDS guidance and digital delivery beyond UX/UI alone.

Qualifications

• Proven experience delivering end-to-end service design in complex environments.
• Strong user-centred design and research skills.
• Experience with end-to-end journey mapping and service blueprinting.
• Current-state and future-state service design.
• Workshop facilitation, co-design and stakeholder engagement.
• Ability to balance user needs, policy, operational requirements and technical constraints.

Responsibilities

• Lead and contribute to end-to-end service design across complex services.
• Research user needs and understand existing service challenges.
• Map current and future-state journeys, processes and operating models.
• Create service blueprints, journey maps, process flows and design concepts.
• Identify service gaps, operational inefficiencies and opportunities for improvement.
• Facilitate workshops and collaborate with policy, operational and technical stakeholders.
• Translate complex business requirements into clear service design recommendations.
• Develop prototypes and validate proposed improvements through user testing.
• Apply GDS Service Standard principles and GOV.UK Design System guidance.
• Ensure services are accessible, inclusive, secure and practical to implement.
• Work within agile multidisciplinary teams and communicate design decisions to stakeholders.

Skills

Service Design

Gov & GDS

Fraud & Compliance

Digital Delivery

Tools

GOV.UK Design System

Figma

Job description

Overview

Mayfair IT is supporting CGI on a major UK Government digital transformation programme.

We are seeking an experienced Service Designer to help improve end-to-end services focused on fraud prevention, detection and compliance.

You will work across multidisciplinary teams to understand user needs, map complex service journeys and design effective, accessible and secure services that help government identify and respond to fraudulent activity.

This is an end-to-end service design role, combining user-centred design, operational process improvement and digital service delivery. It is not solely a UX/UI design position.

You will collaborate with user researchers, product managers, business analysts, developers, operational teams and policy stakeholders to turn complex requirements into practical service improvements.

The Three Core Workstreams

Workstream

Focus

Key Skills

1. End-to-End Service Design

Understand user needs and improve complete service journeys across digital and operational channels.

Journey mapping, service blueprints, user needs, service mapping

2. Fraud Service Transformation

Improve processes supporting fraud prevention, detection, reporting and investigation.

Process mapping, operational workflows, risk and compliance

3. Digital Service Delivery

Translate service requirements into designs that can be delivered by technology teams.

GDS, accessibility, prototyping, agile delivery

What You'll Be Designing

• Improved government service journeys supporting fraud prevention and compliance.

• Processes for reporting, assessing and handling suspected fraud.

• Internal workflows and tools supporting case assessment and investigation.

• Secure processes for collecting, verifying and handling sensitive information.

• Better information flows between teams, systems and service channels.

• Accessible digital services that reduce user effort and operational delays.

Key Responsibilities

• Lead and contribute to end-to-end service design across complex services.

• Research user needs and understand existing service challenges.

• Map current and future-state journeys, processes and operating models.

• Create service blueprints, journey maps, process flows and design concepts.

• Identify service gaps, operational inefficiencies and opportunities for improvement.

• Facilitate workshops and collaborate with policy, operational and technical stakeholders.

• Translate complex business requirements into clear service design recommendations.

• Develop prototypes and validate proposed improvements through user testing.

• Apply GDS Service Standard principles and GOV.UK Design System guidance.

• Ensure services are accessible, inclusive, secure and practical to implement.

• Work within agile multidisciplinary teams and communicate design decisions to stakeholders.

What Good Looks Like

Strong candidates will demonstrate:

• Experience delivering end-to-end service design in complex environments.

• A good understanding of GDS principles and government digital delivery.

• Strong journey mapping, service blueprinting and process design skills.

• Experience improving operational services as well as digital experiences.

• Confidence working with policy, business and technical teams.

• An evidence-led approach to research, design and service improvement.

• An understanding of accessibility, inclusion and sensitive information.

• The ability to turn complex problems into practical, user-focused solutions.

Essential Skills & Experience

1. Service Design

• Proven experience as a Service Designer on complex transformation programmes.

• Strong user-centred design and research skills.

• Experience with end-to-end journey mapping and service blueprinting.

• Current-state and future-state service design.

• Workshop facilitation, co-design and stakeholder engagement.

• Ability to balance user needs, policy, operational requirements and technical constraints.

2. Government & GDS

• Experience in Central Government or the wider public sector.

• Understanding of the GDS Service Standard and GOV.UK principles.

• Familiarity with the GOV.UK Design System.

• Knowledge of accessibility and inclusive design standards.

• Experience working with multidisciplinary agile delivery teams.

Experience in Central Government departments such as DWP, Home Office, MoJ, Cabinet Office or DEFRA is particularly valuable.

3. Fraud, Risk & Compliance

Experience in one or more relevant areas:

• Fraud prevention, detection or investigation.

• Tax compliance and revenue protection.

• Financial crime or anti-money laundering.

• Identity verification and customer validation.

• Case management and investigation workflows.

• Risk assessment, regulatory compliance or enforcement.

• Secure handling of personal or financial information.

Direct fraud experience is beneficial but not essential where candidates have relevant experience in financial services, banking, insurance, law enforcement or other regulated environments.

4. Digital Delivery & Design Tools

• Experience working alongside developers, business analysts and technical architects.

• Understanding of digital services, system integrations and operational workflows.

• Familiarity with Figma, Miro, FigJam or similar tools.

• Experience with prototyping, usability testing and iterative delivery.

• Ability to communicate service designs clearly to technical teams.

Highly Desirable

• Previous Central Government service design experience.

• Experience with fraud, tax, financial crime or compliance programmes.

• GDS Alpha, Beta and Live delivery experience.

• Experience designing case management or investigation services.

• Knowledge of data-led services, identity verification or information sharing.

• Exposure to workflow automation or AI-enabled decision-support services.

• Experience considering fairness, bias, false positives and human review.

• Experience influencing senior stakeholders or providing design leadership.

Candidate Backgrounds We Are Interested In

• Senior or Lead Service Designer.

• Government or Digital Service Designer.

• End-to-End Service Designer.

• Fraud or Financial Services Service Designer.

• Service Design Consultant.

• Service Transformation Consultant.

• UX / Service Designer with strong end-to-end service design experience.

We are open to candidates from different sectors, provided they can demonstrate strong service design capability and experience improving complex services.

Security & Clearance

Candidates must be eligible to complete the relevant government security checks. The specific BPSS and SC requirements will be confirmed against programme onboarding requirements.

Active SC clearance may be advantageous but is not confirmed as mandatory.

What We Are Looking For

We want a Service Designer who can understand complex fraud-related services, identify problems across customer and operational journeys, and design better end-to-end solutions.

The ideal candidate will combine strong service design and GDS experience with an understanding of fraud, compliance or regulated environments, helping government deliver services that protect public revenue while remaining fair, accessible and effective.