Senior Service Designer

Overview

In this Service Designer role, you will shape end-to-end, inclusive service designs for public-facing projects in multidisciplinary teams. You’ll promote user-centred approaches, accessibility, and evidence-based outcomes while guiding projects and supporting the service design community. The position offers leadership across projects, collaboration with government and health sector clients, and opportunities to influence practice and new business. You’ll work in a people-first culture that values craft, openness to change, and cross-team learning.

Pay / Benefits

• Above average pension scheme
• Private medical cover
• 25 days paid holiday (+ buy/sell options)
• Life assurance (4x basic salary)
• Group pension plan with employer contributions up to 8.5%
• Flexible benefits package for individual needs

Responsibilities

• Lead multidisciplinary teams and clients to deliver inclusive, accessible services
• Support and line-manage service design team members, including appraisals and development
• Define and refine how disciplines collaborate to deliver inclusive design solutions
• Identify and help win new projects through proposals and pitches
• Collaborate with digital teams and senior mentors to support growth and wellbeing

Key requirements

• Strategy & systems thinking: map and analyze strategies and systems
• Research: partner with user researchers to uncover factors
• User-centred journeys & experiences: lead user-focused outcomes
• Facilitation: run workshops and present to stakeholders
• Organisation design: apply org-design to enable effective services
• Visual communication: lead clear visuals and drawings
• Written communication: provide concise documentation
• Recommendation & implementation: outline feasible changes and timelines
• Prototyping: scope and run targeted prototypes across disciplines
• Stakeholder management: negotiate and guide client outcomes within budget
• Managing complexity & ambiguity: navigate uncertain projects
• Proactive and autonomous: self-driven contribution
• GDS principles: knowledge of government service design standards

• Collaborative mindset
• Strong facilitation and communication
• Leadership and mentoring
• Service design
• User-centred design (UCD)
• Prototyping (online and offline)

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