Job Title: Service Designer

Type: Contractor
Location: London (hybrid working)
Duration: 6 months +
Vetting: BPSS Level

Experience Required

• Lead service design activity within cross-cutting digital transformation projects, shaping the approach, defining design priorities, and ensuring work is grounded in user needs and organisational outcomes.
• Lead discovery activities, applying service design and research methods including qualitative and quantitative research, customer journey mapping, service blueprinting, hypothesis development and testing to understand needs and identify opportunities for improvement.
• Apply service design expertise across agile and multidisciplinary teams, working closely with developers, business analysts, user researchers, UX designers, and delivery managers to design and improve services in line with GDS standards and best practice.
• Lead the design and iteration of digital services and user journeys, ensuring digital products, operational processes, systems, and policies work together to deliver seamless user experiences.
• Develop and test service concepts, prototypes, and design artefacts, using evidence, user feedback, and iterative approaches to shape practical and deliverable solutions.
• Facilitate workshops and co-design activities with users, stakeholders, and multidisciplinary teams to build shared understanding, align priorities, and develop solutions collaboratively.
• Provide service design leadership within projects, proactively identifying opportunities, challenging assumptions, and helping teams to adopt user-centred and iterative ways of working.
• Coach and support colleagues and stakeholders in service design methods, building understanding of user-centred design, agile delivery, and continuous improvement approaches.
• Support the implementation of service improvements, working with operational, digital, and transformation teams to ensure solutions are embedded effectively and deliver intended outcomes.
• Support with evaluation and continuous improvement of services, using data, feedback, testing, and pilots to measure impact and refine solutions over time.
• Contribute to the development of service design practice, sharing learning, promoting best practice, and supporting capability building across the organisation.