Lead Service Designer

Lead Service Designer – Provider & Contract Management

Location: Manchester or London – remote-first, with occasional travel to site
Clearance: Active BPSS

The opportunity

We’re partnering with a public sector organisation on a major service transformation programme, and they need a Lead Service Designer to lead the Manage Provider & Contracts workstream. You’ll define the future service proposition across the whole provider relationship, from onboarding and contracting to relationship management, assurance, change and exit. The aim is a service that’s simpler for providers to deal with, with less administrative burden and better-managed provider information and interactions.

What you’ll be doing

You’ll lead the Manage Provider & Contracts workstream and own the service vision and future-state proposition end to end. You’ll map current provider journeys and operational processes to find pain points, duplication and unnecessary admin, then develop service blueprints, user journey maps and future-state service models covering onboarding, contracting, relationship management, assurance, change and exit. You’ll plan and facilitate multidisciplinary and co-design workshops with providers, operational teams, policy and delivery colleagues, and map complex service dependencies so the design holds together across teams, systems and data. You’ll simplify processes and design better interactions so providers spend less time on administration and the organisation gets better, more reliable provider information. You’ll make sure the service is accessible and inclusive, including assisted digital routes, and you’ll define service outcomes, validate designs with users and evidence, and keep the work aligned to the GDS Service Standard.

What you’ll bring

• Lead-level service design experience on complex public sector service transformation
• A strong track record in end-to-end service design, service blueprinting and future-state service modelling
• Experience delivering to the GDS Service Standard, ideally through service assessments
• Confident facilitation of multidisciplinary workshops and stakeholder co-design, including at senior level
• An evidence-led approach, with experience defining service outcomes and validating designs with users
• A strong grasp of accessibility, inclusion and assisted digital journey design
• The ability to untangle complex operational processes and service dependencies
• Experience with provider, supplier, contract or case management services (highly desirable)

Disclaimer: Any remuneration stated in this advertisement is indicative and will be dependent on the successful candidate’s experience, skills and qualifications. Final remuneration will be agreed with the successful candidate and will be subject to the terms of the contract.