Lead Service Designer

Lead Service Designer – Government Digital Services
Inside IR35: Up to £550 per dayPredominantly remote – travel to Leeds approximately 1-2 times per monthASAP – 6 months, extension expected
We are looking for an experienced Lead Service Designer to shape a complex digital service within a major public-sector programme. You will take a service-wide view of user journeys, operational processes and supporting systems, identifying opportunities to create a more joined-up and accessible experience. Working within a multidisciplinary team, you will lead service-design activity across the delivery lifecycle and ensure decisions are grounded in user needs and government digital standards.
Role responsibilities

Lead service-design activity across discovery, alpha and beta phases.

Map end-to-end user journeys, operational processes, systems and service dependencies.

Create service blueprints that connect front-stage user experiences with supporting processes.

Identify service gaps, pain points and opportunities for improvement.

Plan and facilitate workshops with users, stakeholders and multidisciplinary teams.

Work closely with User Research, Product, Content, Interaction Design and Delivery colleagues.

Translate research and operational insight into clear service concepts and recommendations.

Support alignment with the GDS Service Standard and preparation for service assessments.

Key experience and requirements

Extensive Service Design experience within UK government digital programmes.

Strong knowledge of GDS standards, service phases and user-centred design practices.

Experience leading service-design work through discovery, alpha and beta.

Advanced journey-mapping, service-blueprinting and systems-thinking capabilities.

Strong workshop facilitation and stakeholder-engagement skills.

Experience working within agile multidisciplinary teams on complex digital services.

Ability to communicate service challenges and recommendations to senior stakeholders.

Availability to travel to Leeds approximately 1-2 times per month.