Service Designer

National Skills Agency; Worcester; Hybrid; GBP 38,700 - 47,300; Full time

Job summary

National Skills Agency seeks a Service Designer for Worcester with a hybrid pattern (3 days on-site per week). You will apply service design principles to improve public services, conduct user research, and guide end-to-end projects from discovery through implementation.

You will collaborate with product, delivery, policy, and operations teams, coach colleagues, and utilise co-design and workshops to deliver measurable improvements across programmes.

Qualifications

• Significant experience leading end-to-end service design projects.
• Proven ability to translate user insights into service improvements.
• Excellent communication and stakeholder management skills.
• Experience working across complex organisations and cross-functional teams.

Responsibilities

• Lead discovery, prototyping, piloting, and evaluation of services.
• Conduct user research and translate findings into service improvements.
• Facilitate workshops and co-design sessions with diverse teams.
• Collaborate across product, delivery, policy, and operations.

Skills

Service design

User research

Workshop facilitation

Stakeholder engagement

Co-design

Agile delivery

Data-informed decisions

Education

Level 6 Service Designer Apprenticeship

UX / HCD qualification

Job description

Job Tite: Service Designer

Location: Worcester 3 times per week

Salary: 43,000

Knowledge

• Strong knowledge of service design principles, frameworks, and human-centred design methodologies.
• Understanding of user research, service mapping, journey mapping, service blueprinting, design thinking, co-design, and participatory design.
• Knowledge of accessibility, inclusive design, organisational change, digital transformation, and continuous service improvement.
• Understanding of Agile delivery, multidisciplinary team working, stakeholder engagement, facilitation, and data-informed decision-making using service performance metrics.

Experience

• Significant experience as a Service Designer, UX Designer, Human-Centred Designer, or similar.
• Proven ability to lead or contribute to end-to-end service design projects, from discovery through implementation and evaluation, including prototyping and piloting.
• Experience conducting user research and translating insights into service improvements within complex organisations.
• Skilled in facilitating workshops, co-design sessions, and stakeholder engagement activities.
• Experience working collaboratively across product, delivery, technology, policy, and operational teams.
• Ability to coach and develop others in service design practices.
• Excellent communication, organisational, and time management skills, with the ability to manage multiple stakeholders and learner relationships.

Desirable Knowledge & Experience

• Knowledge of Lean, Systems Thinking, Design for Six Sigma, product management, business analysis, digital delivery, customer experience measurement, and AI-enabled services.
• Understanding of apprenticeship standards, funding, quality assurance, Ofsted requirements, and the Level 6 Service Designer Apprenticeship Standard.
• Experience delivering degree-level or Level 6 learning, apprenticeships, or professional development programmes.
• Experience supporting apprentices with portfolios, end-point assessment preparation, and employer-based projects.
• Experience using virtual learning environments and digital learning technologies.
• Relevant qualifications in Service Design, UX, Human-Centred Design, Design Thinking, or Digital Transformation.
• Teaching, assessor, or quality assurance qualifications (or willingness to achieve them).

Paul Feldman is the National Skills Agency Data Protection Officer. Your data will be stored until notice is given by you for it to be removed. Our Data Protection Policy will be forwarded to you on request. As we get a high number of applications we may be unable to give feedback to unsuccessful candidates. We will retain your details to keep you informed of other opportunities. National Skills Agency Ltd is acting as an Employment Agency in relation to this vacancy and is an Equal Opportunities employer we welcome applicants from all backgrounds.