Job Title: Service Designer
Location: Remote - Client based in London
Contract Type: Permanent
About the Role
We are seeking a skilled and experienced Service Designer to join our team. In this role, you will play a critical part in designing and delivering user-centred services that meet the needs of citizens and align with UK Government standards. Working collaboratively with multidisciplinary teams, you will create seamless, accessible, and efficient services that improve public outcomes.
Key Responsibilities
* Design and deliver end-to-end services that meet user and business needs, adhering to Government Digital Service (GDS) guidelines.
* Conduct and analyse user research to inform design decisions and ensure services are accessible and inclusive.
* Map user journeys and service blueprints to identify pain points and opportunities for improvement.
* Prototype and iterate service designs based on user feedback and testing.
* Collaborate with stakeholders, developers, policy teams, and delivery managers to align service objectives with strategic goals.
* Advocate for user-centred design principles across the organisation, promoting best practices.
* Ensure services comply with accessibility standards (e.g., WCAG 2.1) and are optimised for a diverse range of users.
* Contribute to building a culture of continuous improvement and innovation within the organisation.
Skills and Experience Required
* Proven experience as a Service Designer, ideally within UK Government or public sector projects.
* Strong understanding of GDS Service Design principles and experience working within an Agile delivery framework.
* Expertise in creating service blueprints, journey maps, and prototyping tools (e.g., Figma, Sketch, Miro).
* Ability to synthesise complex information and communicate findings effectively to diverse audiences.
* Strong collaboration skills, with experience working in multidisciplinary teams.
* Familiarity with accessibility and inclusivity principles, with the ability to design services that meet diverse user needs.
* Knowledge of service assessment processes and how to prepare services for GDS Alpha, Beta, and Live phases.
* Excellent stakeholder management skills, with the ability to balance competing priorities and build consensus.
Desirable Qualifications
* Certification or training in Service Design or User Experience Design.
* Experience conducting usability testing and interpreting analytics to improve services.
* Familiarity with tools like Jira, Confluence, or Trello to manage workflows.
* Knowledge of digital transformation initiatives within government settings.