Service Designer

ISR Recruitment; Plymouth; On-site; GBP 82,000 - 111,000; Full time

Benefits offered by this job

Remote working

Job summary

ISR Recruitment supports an IT consultancy with a confidential UK central government agency to appoint a Service Designer for an initial 6-month contract on a remote basis.

The role focuses on understanding user needs, mapping end-to-end service journeys, and designing user-centred ways of working within a highly governed environment.

Qualifications

• Proven track record in complex transformation, digital or technology programmes.
• Strong visual and written communication; convey findings to diverse audiences.
• Experience in service mapping and journey mapping.
• Service blueprinting and user-centred design.
• Stakeholder engagement and user research.
• Workshop facilitation and collaborative design.
• Identify pain points, dependencies and improvement opportunities.
• Translate complex services into clear visual and written models.
• Work across organisational, technical and operational boundaries.

Responsibilities

• Understand user needs, existing services, processes and ways of working with stakeholders.
• Conduct stakeholder engagement and user research to understand how different users interact with the service.
• Identify pain points, challenges and opportunities for improvement.
• Map and document end-to-end service journeys across people, processes, technology and supporting activities.
• Develop and maintain service blueprints to show the end-to-end service experience.
• Identify dependencies, risks and operational gaps across the service.
• Understand manual processes and hand-offs between systems.
• Document both expected and exception user journeys and workarounds.
• Collaborate with Business Analysts and Technical Architects to reflect user needs in requirements and discussions.
• Work with GxP Compliance specialists to meet regulatory requirements.
• Use insights to validate assumptions and ensure service approaches are user-driven.
• Translate complex processes into clear service journeys, models and recommendations.
• Contribute to workshops, design sessions and playback sessions with stakeholders.
• Communicate service design findings and recommendations clearly.

Skills

Service mapping

Journey mapping

Service blueprinting

User-centered design

Stakeholder engagement

User research

Collaborative design

Workshop facilitation

Pain points analysis

Cross-boundary work

Job description

• GxP Service Designer
• 6-month contract
• Remote Working
• Outside IR35
• Market Rates (c£525 per day)

The Opportunity

ISR Recruitment is supporting an IT consultancy working with a confidential UK central government agency to appoint an experienced Service Designer for an initial 6-month contract.

The Service Designer will support a GxP e-Archive programme, working across business, technical and compliance teams to understand user needs, map end-to-end service journeys and design practical, user-centred ways of working within a highly governed and regulated environment.

Skills and Experience

We are looking for an experienced Service Designer with a proven track record of working within complex transformation, digital or technology programmes.

Strong visual and written communication skills are essential, with the ability to make complex services easy to understand and communicate findings effectively to a range of audiences.

You should have strong experience in:

• Service mapping
• Customer/user journey mapping
• Service blueprinting
• User-centred design
• Stakeholder engagement
• User research
• Collaborative design
• Workshop and design session facilitation
• Identifying service pain points, dependencies and improvement opportunities
• Translating complex services into clear visual and written models
• Working across organisational, technical and operational boundaries

Experience in one or more of the following would be advantageous:

• Central government or wider public-sector environments.
• Highly regulated or governed organisations.
• GxP / Good Practice environments.
• Healthcare or life sciences.
• Data governance and data integrity.
• Digital archiving or e-Archive programmes.
• Working within complex compliance or regulatory frameworks.

Role and Responsibilities

You will work closely with stakeholders, subject matter experts, Business Analysts, Technical Architects, Delivery Managers and GxP Compliance specialists to understand the current service, identify opportunities for improvement and help shape the future service.

Your responsibilities will include:

• Working with key stakeholders and subject matter experts to understand user needs, existing services, processes and ways of working.
• Conducting stakeholder engagement and user research to understand how different users interact with the service.
• Identifying pain points, challenges and opportunities for improvement.
• Mapping and documenting end-to-end service journeys across people, processes, technology and supporting activities.
• Developing and maintaining service blueprints to provide a clear view of the end-to-end service experience.
• Identifying dependencies, risks, operational gaps and opportunities across the service.
• Understanding areas involving manual processes, hand-offs between teams and interactions between systems.
• Exploring and documenting both expected and exception user journeys, including potential challenges and operational workarounds.
• Working closely with Business Analysts and Technical Architects to ensure user needs and service considerations are reflected in requirements and technical discussions.
• Collaborating with GxP Compliance specialists to ensure service design recommendations take account of relevant regulatory, governance and data integrity requirements.
• Using research and stakeholder insight to validate assumptions and ensure proposed service approaches are grounded in genuine user needs.
• Translating complex processes and stakeholder requirements into clear service journeys, models and recommendations.
• Contributing to workshops, design sessions and playback sessions with key stakeholders.
• Clearly communicating service design findings, recommendations and areas requiring further investigation or decision.
• Contributing to programme documentation and key project deliverables, including the Alpha Report.
• Supporting knowledge transfer by ensuring service design outputs are clear, accessible and understood by relevant stakeholders.

NB

The successful candidate will be required to undergo a basic level of security clearance before undertaking the assignment (one to two weeks' lead time).