Service Designer – Active Sc Clearance Applicants Only

ARM International; Greater London; Hybrid; GBP 67,000 - 100,000; Full time

Job summary

ARM International seeks a Lead Service Designer to shape complex public services in a London-hybrid setting. The role involves mapping end-to-end services, creating artefacts, and collaborating with researchers to ground decisions in evidence.

You will lead discovery through Live stages, engage with stakeholders, and facilitate workshops to drive alignment on future service directions. SC clearance is mandatory.

Qualifications

• 5+ years of professional experience in service design or a closely related user-centred design discipline.
• Significant experience delivering service design within the UK public sector.
• Experience working independently at lead or senior level on complex services.
• Strong evidence of strategic, end-to-end service design rather than solely product or interface design.
• Demonstrable experience creating high-quality service maps, service blueprints, user journeys and other end-to-end service design artefacts.
• Experience working across different stages of service development, including Discovery, Alpha, Beta and Live.
• Active Security Check (SC) clearance.

Responsibilities

• Lead service design activity across complex public-sector services, from Discovery through Alpha, Beta and Live.
• Understand and map complex end-to-end services across user-facing and internal processes.
• Create service artefacts including maps, blueprints, journeys, ecosystems and experience principles.
• Work with User Researchers to ground design decisions in evidence.
• Plan and facilitate workshops, co-design sessions and stakeholder interviews.
• Help senior stakeholders understand complex services and align around future direction.
• Challenge assumptions to improve service outcomes and communicate complex problems clearly.

Skills

Service design

User-centered design

Stakeholder interviews

Workshop facilitation

Strategic planning

Public sector experience

Tools

Service maps

Service blueprints

Journeys and ecosystems

Job description

Please note that you must hold an active SC Clearance and hold a UK Passport to apply for this role. If you don't, we'll automatically decline your application.

Start - ASAP

Duration - 6 Months

Location - London - Hybrid

• The successful candidate will need to be able to work in London regularly, with an expectation of attending in person at least once per week and potentially more frequently where project activity, workshops or stakeholder engagement requires it.

The role;

• As a Lead Service Designer, you'll take a central role in shaping complex public services, helping organisations understand how their services work today and defining how they should work in the future.

What You'll Do

• Lead service design activity across complex public-sector services, working from Discovery through Alpha, Beta and Live.
• Understand and map complex end-to-end services across user-facing and internal processes.
• Create clear service design artefacts including service maps, service blueprints, as-is and to-be journeys, ecosystem maps, experience principles and future-state service visions.
• Work closely with User Researchers and other disciplines to ensure service design decisions are grounded in evidence.
• Undertake lightweight research and stakeholder interviews independently where appropriate.
• Plan and facilitate workshops, co-design sessions, stakeholder interviews, playbacks and show-and-tells.
• Help senior stakeholders understand complex services and build alignment around future direction.
• Constructively challenge assumptions, existing processes and solution-led thinking where this prevents better service outcomes.
• Create compelling narratives that communicate complex service problems and opportunities clearly.

Must Have

• 5+ years of professional experience in service design or a closely related user-centred design discipline.
• Significant experience delivering service design within the UK public sector.
• Experience working independently at lead or senior level on complex services.
• Strong evidence of strategic, end-to-end service design rather than solely product or interface design.
• Demonstrable experience creating high-quality service maps, service blueprints, user journeys and other end-to‑end service design artefacts.
• Experience working across different stages of service development, including Discovery, Alpha, Beta and Live.
• Active Security Check (SC) clearance.