SC Cleared Service Designer (2 x Mid-Seniors & 2 x Leads)

3-6 month contract + likely extension

£475 per day Inside IR35 (Mid-Senior)

£545 per day Inside IR35 (Lead)

Starting mid–late October

0-1 days per week on site in London

Project Context

The successful candidate will join a multidisciplinary team working across a range of projects and services within a complex public-sector environment.

The role will involve working through discovery and delivery phases to understand user and organisational needs, identify opportunities for improvement and help shape effective end-to-end services.

The successful candidate should be comfortable working in a fast-paced environment where priorities can change and where they may need to work with a high degree of autonomy.

Essential Skills & Experience

• Confident working independently, without relying heavily on instructions, guidance or established processes.
• Able to manage conflicting requests, prioritise effectively and adapt to changing requirements.
• Proactive and collaborative, with a willingness to get involved across different areas of a project.
• Minimum three years’ experience in a hands-on Service Design role within government, public sector or a similar complex environment.
• Proven experience working across discovery and service design, identifying user needs, organisational requirements and service challenges.
• Strong experience of mapping end-to-end user journeys, services and processes to identify pain points, dependencies and opportunities.
• Experience facilitating workshops and collaborative sessions with users, stakeholders and multidisciplinary teams.
• Strong analytical and synthesis skills, with the ability to turn complex information and research findings into clear insights and recommendations.
• Experience working within Agile and multidisciplinary teams, alongside roles such as User Researchers, Product Managers, Content Designers, UX Designers and Delivery Managers.
• Strong stakeholder management and communication skills, with the ability to communicate complex service design concepts clearly to a range of audiences.
• Active SC clearance is essential.

Key Responsibilities

• Leading and contributing to service design and discovery activities to understand user needs, organisational requirements and wider service challenges.
• Mapping and analysing end-to-end services, user journeys and processes to identify pain points, opportunities and areas for improvement.
• Working collaboratively with users, stakeholders and multidisciplinary teams to define problems and explore potential solutions.
• Planning and facilitating service design workshops, discovery sessions and collaborative activities.
• Bringing together user research, data, stakeholder insight and operational information to develop a holistic understanding of the service.
• Producing service design artefacts including journey maps, service blueprints, process maps and other visualisations to communicate complex services and opportunities.
• Translating research and service insights into clear, actionable recommendations.
• Supporting the development, testing and iteration of new service concepts and approaches.
• Considering the wider impact of changes across people, processes, technology and channels.
• Communicating findings and recommendations to stakeholders at different levels of an organisation.
• Championing user-centred and evidence-led approaches to service development.
• Working within relevant Government, public-sector, accessibility and compliance standards.