CGI
Service Designer
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Position Description
At CGI, we help UK Government organisations design and deliver digital services that are accessible, effective, and centred around real user needs. As a Service Designer, you’ll play a key role in shaping end-to-end public services that improve outcomes for citizens while supporting policy and operational goals. Working within multidisciplinary teams, you’ll map complex service landscapes, identify opportunities for improvement, and design seamless experiences across digital and offline channels.
This is an opportunity to influence large-scale transformation programmes, apply strategic thinking to meaningful challenges, and contribute to innovative services that deliver measurable impact across the public sector.
CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.
Your future duties and responsibilities
In this role, you will design and improve end-to-end government services that help users achieve their goals efficiently while ensuring services align with policy intent, operational needs, and Government Service Standards. You’ll work closely with user researchers, interaction designers, business analysts, architects, and stakeholders to map service journeys, identify pain points, and create service designs that deliver measurable improvements for users and government organisations alike.
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You’ll take ownership of service design activities across the delivery lifecycle, from discovery through to optimisation, applying evidence-based design approaches and strategic thinking to solve complex service challenges. Working collaboratively within multidisciplinary teams, you’ll advocate for user-centred design, contribute to continuous improvement initiatives, and help shape inclusive, accessible services that work for all users.
Key responsibilities:
- Design & Develop end-to-end service journeys across digital and offline channels
- Create & Maintain service blueprints, flow maps, and interaction models
- Identify & Address pain points, constraints, and service improvement opportunities
- Collaborate & Influence multidisciplinary teams, stakeholders, and technical specialists
- Support & Represent service design during Government Service Standard and accessibility assessments
- Apply & Champion Government Design Manual guidance, standards, and accessibility principles
- Analyse & Translate user research insights into actionable service improvements
- Work & Align with architects and technical teams to ensure feasible, user-centred service solutions
- Drive & Support continuous service improvement using evidence, feedback, and data insights
Required Qualifications To Be Successful In This Role
To succeed in this role, you should have strong experience designing end-to-end services within government or highly regulated environments, alongside a solid understanding of UK Government Digital Service standards and user-centred design practices. You’ll be confident working across multidisciplinary teams, communicating with both technical and non-technical stakeholders, and translating complex requirements into practical service solutions that improve user outcomes.
Essential qualifications and experience:
- Proven experience in Service Design within government or public sector digital services
- Strong understanding of Government Service Standards and GOV.UK design principles
- Experience creating service blueprints, journey maps, and interaction flows
- Ability to identify service pain points, constraints, and improvement opportunities
- Experience collaborating within agile multidisciplinary delivery teams
- Strong stakeholder engagement, facilitation, and communication skills
- Knowledge of accessibility principles and inclusive service design approaches
- Ability to use evidence, user research, and data insights to shape service decisions
- Experience working with technical teams and solution architects to align service and technical designs
- Understanding of assisted digital needs and inclusive public service delivery
- Experience working with low code / no code products like Salesforce, Pega, Microsoft power platforms would be desirable
- Practical experience using AI tools that improve service delivery, applying judgement about their appropriate use in user-centred, accessible and evidence-led public services is also highly desirable.
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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
- You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
- Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
- You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
- That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
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