Service Designer

Anticipated Contract End Date/Length: September 30, 2026
Work set up: Predominantly remote with potential travel for research activities (Active SC additional vetting required)

Our client in the Information Technology and Services industry is looking for a Service Designer with extensive Public Sector experience and a strong background working within Government Digital Services environments. This role requires active SC clearance and focuses on leading the end-to-end design of user-centred services that meet user needs, deliver policy intent, and support large-scale public sector transformation.

What you will do:

• Lead the service design of end-to-end services that meet user needs and deliver policy intent.
• Lead the design of user-centred services ensuring accessibility and usability across digital touchpoints and service journeys.
• Map and analyse complex service ecosystems to identify pain points, opportunities, and dependencies.
• Map existing online and offline systems and processes using verified information to provide evidenced “as-is” states.
• Develop service blueprints, journey maps, and other artefacts to communicate service concepts clearly and visually.
• Facilitate workshops and co-creation sessions with stakeholders and users.
• Collaborate with multidisciplinary teams including policy, operations, product, delivery, system design, and user-centred design professionals.
• Design collaboratively and transparently, sharing knowledge with the wider team where information security restrictions allow.
• Align service design with organisational objectives, technical constraints, and delivery capabilities.
• Advocate for user-centred and inclusive design practices across the organisation.
• Support development of service strategies and transformation roadmaps.
• Track pain points outside the scope of current delivery for future consideration.
• Mentor and guide junior service designers and contribute to the wider design community.
• Ensure services are designed for scalability, sustainability, and continuous improvement.