Senior Service Designer

Scrumconnect Limited; United States; Remote; USD 79,000 - 119,000; Full time

Job summary

Scrumconnect Consulting is a multi-award-winning digital consultancy delivering technology solutions across UK government departments. We seek a Senior Service Designer to lead end-to-end service design from discovery through alpha, collaborating with researchers, analysts and architects to craft evidence-based, user-centred designs.

The role requires SFIA Level 5 proficiency, strong facilitation and experience shaping complex regulatory services for diverse users.

Qualifications

• Significant experience as a Service Designer in UK public sector or government digital delivery.
• Strong portfolio showing end-to-end service design across complex, multi-channel services.
• Proficiency with service design artefacts and collaborative workshops.

Responsibilities

• Lead service design across discovery and alpha with policy, user researchers and engineers.
• Map end-to-end journeys for building control authority teams and installers.
• Facilitate co-design workshops with diverse stakeholders.
• Produce service blueprints, ecosystem maps and journey maps.
• Ensure designs align with policy intent and user evidence.

Skills

Service design

Public sector

Agile collaboration

User research collaboration

Stakeholder facilitation

Service blueprints

Tools

Miro

FigJam

Figma

Job description

This is a remote position.

About Scrumconnect Consulting

Scrumconnect Consulting is a multi-award-winning digital consultancy, recognised for delivering impactful and innovative technology solutions across UK government departments. Our work has positively influenced the lives of over 40 million UK citizens. We are passionate about user-centred design, agile delivery, and building digital services that make a real difference. Our teams work at the forefront of innovation, helping organisations transform and deliver high-quality, scalable solutions that truly matter.

Role Summary

The Senior Service Designer will lead the design of end-to-end services for the Discovery and subsequent phases, working at the intersection of user needs, policy intent and technical constraints. Operating at SFIA Level 5, this role requires a practitioner who can own the service design process from discovery through to alpha, collaborating closely with user researchers, business analysts and technical architects to produce compelling, evidence-based service designs that work for all users.

Key Responsibilities

• Lead service design activities across the discovery, including mapping end-to-end service journeys for building control authority teams and installers
• Facilitate[5.1] co-design workshops with users, policy teams and technical stakeholders to develop service concepts
• Produce high-quality service design artefacts including service blueprints, user journey maps, ecosystem maps and experience maps
• Work closely with user researchers to ensure service designs are grounded in user evidence and tested with real users
• Define and articulate the 'to-be' service vision, identifying opportunities to improve the user experience of the SCS-N system
• Translate complex policy and regulatory requirements into clear, usable service designs
• Identify and document service-level pain points, dependencies and constraints that should inform the design of the new system
• Present service design outputs to senior stakeholders at BSR and MHCLG, making the case for user-centred design approaches
• Contribute to the GDS service assessment process, ensuring designs meet the Service Standard
• Mentor and support junior designers within the team[6.1]

Essential Skills & Experience

• Significant experience as a Service Designer in UK public sector or government digital delivery
• Strong portfolio demonstrating end-to-end service design across complex, multi-channel services
• Proficiency in service design tools including Miro, FigJam, Figma or equivalent
• Experience producing service blueprints, ecosystem maps, user journey maps and interaction models
• Ability to facilitate co-design workshops with diverse stakeholders
• Strong understanding of the GDS Service Standard and the Design phase expectations
• Experience working in multidisciplinary Agile teams alongside researchers, product managers and engineers
• SFIA Level 5 competencies as defined in the SFIA framework

Desirable Skills & Experience

• Experience designing services in a regulatory, local government or building control context
• Knowledge of accessibility standards (WCAG 2.2) and inclusive design principles
• Experience of GDS service assessments (alpha, beta and live)
• Understanding of policy design and the relationship between policy intent and service delivery

SFIA Level 5 Behaviours Expected

• Takes ownership of service design outputs and is accountable for their quality and fitness for purpose
• Advises senior stakeholders on service design strategy and approach
• Works autonomously, self-directing research and design activities within the broader programme
• Influences the design direction of significant and complex digital services
• Actively builds design capability within the team and wider organisation

Diversity & Inclusion

At Scrumconnect Consulting, we believe that diversity drives innovation and better outcomes. We are committed to fostering an inclusive environment where every individual is valued, respected, and supported. We welcome applications from candidates of all backgrounds and actively encourage individuals from under-represented groups, including women, people with disabilities, and diverse communities, as well as those seeking flexible working arrangements. As a Disability Confident Level 1 employer, we are committed to providing reasonable adjustments throughout the recruitment process and during employment to ensure equal opportunities for all.