Government Digital Service
Senior Service Designer
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About the team
We’re hiring – help us build better public services
Public services matter. They help people at some of the most important moments in their lives.
Yet too often services are slow, fragmented and frustrating. People wait on hold, repeat information multiple times, complete unnecessary paperwork, and navigate systems that were never designed around their needs.
CustomerFirst exists to change that. We bring together multidisciplinary teams from across government and industry to redesign, rebuild and transform services around the people who use them. We work alongside partner organisations to tackle some of government’s most complex service challenges, combining the pace and ambition of a start-up with the scale and purpose of public service.
Over the next two years, we will be scaling our programmes and growing our capability across product, technology, research and transformation leadership. We’re looking for exceptional people who want to solve difficult problems, challenge accepted constraints and help build a model for transforming public services at scale.
Turn complex problems into simple, joined-up services
We’re looking for an experienced Senior Service Designer to help shape the future of public services. You’ll work across multiple CustomerFirst transformation programmes, helping teams understand complex service ecosystems, identify opportunities for improvement and design end-to-end services that genuinely work for citizens, frontline staff and government.
This role is about more than creating artefacts or running workshops. You’ll help teams navigate complexity, build shared understanding and make evidence-based decisions that improve whole services, not just individual touchpoints. You’ll work across discovery, service improvement and transformation activity, influencing strategic direction while helping multidisciplinary teams deliver meaningful change.
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What you’ll be doing
- Leading service design activity across multiple CustomerFirst programmes
- Designing end-to-end services that balance user needs, organisational goals and policy intent
- Mapping complex service journeys, ecosystems and dependencies
- Bringing together user research, operational insight and data to understand problems and opportunities
- Facilitating workshops and co-design activities with teams and stakeholders
- Developing service blueprints, journey maps and other service design artefacts
- Supporting teams to make evidence-based decisions about service improvements
- Coaching colleagues and building service design capability across CustomerFirst
- Influencing senior stakeholders and championing inclusive, accessible design approaches
What we’re looking for
You’ll be able to demonstrate:
- Significant experience designing and improving complex services across organisational boundaries
- The ability to lead service design activity across multiple programmes simultaneously
- Strong user-centred design skills and experience using evidence to inform decisions
- Systems thinking and the ability to understand complex service landscapes and operating models
- Strong facilitation and collaboration skills
- Experience influencing strategic decisions and senior stakeholders
- Excellent communication skills and the ability to explain complex concepts clearly
- A passion for developing others and building design capability across team
How to Apply
We are interested in finding brilliant people who are excited by the CustomerFirst mission. To apply, please send:
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- Your CV
- A covering letter (maximum 1,000 words)
- Confirmation of which role(s) you would like to be considered for
Applications should be sent to: Customer.First.Talent@dsit.gov.uk
Your Covering Letter
In no more than 1,000 words, please answer the following question:
CustomerFirst exists to radically improve public services, challenge existing constraints, and deliver better outcomes for citizens. What experience, skills or perspectives would you bring to help us achieve that mission?
Please include:
- A problem you have helped solve that improved the experience of customers, users or citizens
- The role you played and the impact you achieved
- How this experience would help you contribute to CustomerFirst
- The public service problem you would most like to help fix and why
Contract Types
We are recruiting through a mixture of:
- Fixed Term Appointments
- Secondment opportunities
- Contingent Labour engagements
All opportunities run up until March 2028. The most appropriate option will be discussed during your Talent Team conversation.
Location and Travel
Our team regularly comes together in person to collaborate, solve problems and build strong working relationships. While we support flexible ways of working, we currently expect team members to attend our London office in Whitechapel twice a week, on Tuesdays and Wednesdays where possible.
The role also involves occasional travel across the UK to work with our partner organisations. You should be comfortable travelling when required to support the successful delivery of our work.
For any more information, please click the Apply button
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