Service Designer (outside IR35, fully remote)

We're looking for an experienced Senior Service Designer to support a high-impact public sector transformation programme. You will help shape services that improve outcomes for citizens and deliver lasting impact at scale.

You'll work as part of a multi-disciplinary digital team to understand user needs, map service journeys, and co-design end-to-end services that are accessible, inclusive, and effective.

The Role

• Lead service design activities across complex programmes or service areas
• Collaborate with user researchers, product managers, policy and tech teams to translate insights into meaningful service improvements
• Facilitate co-design workshops and stakeholder engagement across departments
• Map user journeys, identify pain points, and propose opportunities for optimisation
• Develop artefacts such as service blueprints, experience maps, and process models
• Align service design with GDS Service Standards and Government Transformation priorities
• Help upskill junior designers and promote best practice across the wider team

You need-

• Proven experience as a Senior Service Designer or Lead Designer working on digital and non-digital services
• Strong track record in public sector, government, or similarly complex environments
• Skilled in mapping end-to-end services, using tools like journey maps, blueprints, and experience flows
• Confident leading discovery, Alpha, and beta phases using Agile principles
• Excellent facilitation, stakeholder engagement, and communication skills
• Understanding of accessibility and inclusion principles in service design
• Comfortable working with multidisciplinary teams (eg content, research, policy, technical)

Familiarity with GDS Service Manual, GOV.UK Design System, and public sector delivery models is helpful.

This is a fully remote role, outside of IR35.