Senior Service Experience Designer in London

Fixed term, homebased contract until September 2026.

At Capita, LF2.0 is building a modern, joined‑up learning ecosystem for the UK Civil Service—spanning digital and face‑to‑face delivery, data, and evaluation—so people can learn faster and prove what works. We’re hiring senior and mid‑weight service designers to map the end‑to‑end ecosystem, design accessible, GDS‑aligned service, and co‑create with partners across education and technology.

What we are looking for:

• Committed service designer with a proven track record, preferably working within local or central government or experience with complex systems.
• Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.
• Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues through user-centered methods.
• Familiarity of GDS, design thinking, UCD methodologies and principles, as well as social sciences.
• Strong understanding of quantitative and qualitative research methods, conducted in person and remotely.
• Strong understanding of the diversity of users and the need to make services, products, policies and designs usable and accessible for everyone.
• Applies active listening and emotional intelligence whilst communicating to colleagues and clients to build effective interactions.
• Rapidly absorbs new information and applies it effectively.
• Comprehend corporate processes, ways of working and shares a positive outlook.

You’ll work across Core Skills and Specialist pathways, test with real users, and improve continuously through evidence and feedback. If you thrive on complex, multi‑team challenges and want to make public services better for everyone, we’d love to hear from you.

What you’ll be doing:

• Collaborate with designers, product managers, developers, business analysts and other stakeholders to execute design solutions that align user and business needs and technical constraints in an agile environment.
• Facilitate and analyse journeys, map out processes, and share insights with the team to optimise user experience efficiently.
• Present and share findings with the wider team in an engaging and collaborative manner, simplifying complex information into visual formats to enhance stakeholders’ / end users’ understanding of the service and identify opportunities for improvement.
• Plan, design and facilitate collaborative stakeholder and/or customer workshops that support and drive the project forward.
• Utilise design thinking to solve complex business and user problems to help set direction.
• Embed good practices within teams and ensure quality of design delivery. Advocate inclusive practices and help teams design and deliver accessible services that work for all users.
• Conduct user research, perform data-driven analysis, use evidence-based design methods and shares findings to the relevant teams.
• Facilitate co-creation by building successful teams and engaging stakeholders.
• Supports synthesis of research and the creation of insights, reports and presentations.
• Apply a range of research methods to analyse research data and synthesise findings for an effective outcome based within the project timescales to inform design decisions and iterations.
• Ability to identify target users and segments to maximise the chances of design success for systems, products, services, or devices.
• Effectively engage sceptical colleagues in analysis and synthesis.
• Plan service design activities for services with challenging user needs and complex user journeys.
• Demonstrate good interpersonal skills and presentation skills to communicate with clients / project teams clearly and eloquently.
• Plan and drive service design activities, providing expert advice and guidance to support the adoption of agreed approaches.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.