Principal Service Design Consultant

Introduction

Our client is a large consultancy in the UK and is particularly successful working on MoD, Government and Public Sector contracts. They are looking for 5 or 6 Service Designers to join their consulting team to work with those clients!

This person will work very closely with the users and the business to design an end-to-end service that covers technology and business requirements. This is not a Service Delivery/ITIL role.

They are recruiting across the levels, but it is imperative that you have either worked within Defence, National Security or Public Body, either via a consulting or civil servant role.

This is a hybrid role with a minimum of 3 days per week on site. You need to be happy to travel to other locations as required.

Key responsibilities

• Work with customers to gather their user experience requirements.
• Work with businesses to understand policy/regulatory requirements and define measurable service goals and objectives.
• Look across complex end-to-end technology processes covering apps, websites, back-end systems.
• Work across discovery, alpha, and beta phases to ensure that requirements are met at every stage.
• Conduct research and analysis to understand user needs, pain points, and behaviours across large and complex journeys.
• Develop service blueprints, customer journey maps, and other service design artifacts to visualise and communicate the end-to-end service experience.
• Integrate design decisions across the multiple layers involved in delivering and running a service, including people, process, policy, legal, data, technology, etc.
• Identify opportunities for service improvement and innovation and propose design solutions.
• Facilitate workshops and co-design sessions with users, stakeholders, and cross-functional teams.
• Work closely with user researchers to integrate user insights into service design decisions.

Skills & experience

• Experience in a similar Service/Product/UX design role within Government, Defence, or National Security.
• Both technical and business-focused skills, who can articulate the outcomes and value of their work.
• Proven experience in service design, designing end-to-end services comprised of multiple digital products and touch points.
• Strong understanding of user-centred design principles and methodologies.
• Excellent visual and verbal communication skills.
• Experience working collaboratively in cross-functional teams and managing multiple stakeholders.
• Ability to translate user insights into actionable design solutions.
• Familiarity with agile and iterative design processes.

Additional benefits

• Holidays, starting at 25 days a year.
• A flexible contributory pension arrangement with matching contributions.
• Life assurance of six times your core salary (up to a maximum of six times the Earnings Cap, in force at date of death).
• Occupational sick pay.
• Personal accident insurance.
• Mobile phone is not fully funded but you can claim on expenses for business use.

Our client is committed to providing a diverse and inclusive workplace and welcomes applications from all backgrounds.

You will be required to hold a minimum of SC Clearance. If you do not hold an active SC clearance, please familiarise yourself with the vetting process before applying.

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