Public Sector Resourcing
Senior Service Designer
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On behalf of Government Commercial Agency (GCA), we are looking for a Senior Service Designer (Inside IR35) for a 6-month contract based Hybrid in Birmingham, Liverpool, Norwich, or Newport.
About the Government Commercial Agency (GCA)
Government Commercial Agency (GCA) is the largest public procurement organisation in the UK. As a trading fund and executive agency of the Cabinet Office, we implement procurement policy on behalf of the government. We use the collective buying power of our customers and our commercial expertise to help public sector organisations achieve value for money and provide great outcomes for taxpayers.
About the Role
We are seeking an experienced Senior Service Designer to support a customer experience improvement programme focused on enhancing the services and processes that support public sector buyers and suppliers.
Working within a multidisciplinary team, you will help redesign and improve internal services, processes, and user journeys. You will focus on understanding user needs, mapping end-to-end journeys, developing service blueprints, and working closely with stakeholders to deliver practical, user-centred improvements within a Salesforce-based environment.
Key Responsibilities
- Lead service design activities across complex transformation and improvement initiatives.
- Map and optimise end-to-end user journeys across digital and non-digital touchpoints.
- Develop service blueprints, journey maps, prototypes, and other service design artefacts.
- Understand user needs through research, data, analytics, and stakeholder engagement to inform service design decisions.
- Facilitate workshops and collaborative design sessions with a range of stakeholders.
- Influence and guide teams who may have limited knowledge of user-centred design practices.
- Work closely with multidisciplinary teams including Product, Delivery, Research, and Business stakeholders.
- Ensure services align with GOV.UK Service Standard and WCAG 2.2 AA accessibility principles.
- Identify opportunities for service and process improvement and help shape future service direction.
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Essential Qualifications
- Extensive Service Designer experience delivering complex services across Discovery, Alpha, Beta, and Live phases.
- Strong experience of end-to-end journey mapping, service blueprinting, and service design.
- Experience using prototyping techniques to test and validate service concepts and improvements.
- Ability to understand user needs and translate insights into service improvements.
- Experience working with stakeholders at all levels and influencing non-UCD audiences.
- Experience facilitating workshops and driving consensus across teams.
- Experience working within agile multidisciplinary environments.
- Knowledge of GOV.UK Service Standard, WCAG 2.2 AA accessibility, and inclusive design principles.
Desirable Qualifications
- Experience with Salesforce or other SaaS platform transformation programmes.
- Public sector or government experience.
- Experience delivering internal service transformation, business process improvement, and organisational change.
Please be aware that this role can only be worked within the UK and not overseas.
Equality, Diversity, and Inclusion
At GCA, we actively support, promote, and celebrate our differences for the benefit of our employees, suppliers, and customers. GCA is proud to be an equal opportunities employer. GCA believes that diversity and inclusion is critical to our success, and we seek to recruit, develop, and retain the most talented people. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
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Disability Confident
As a member of the Disability Confident Scheme, GCA guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.
Armed Forces Commitment
Government Commercial Agency guarantees to interview veterans or spouses/partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates/military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group.
In applying for this role, you acknowledge the following: "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such, the payment to the intermediary and your income resulting from this contract will be different".
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