Senior Service Designer in Glasgow

Successful candidates may be based in any of our office locations – Cardiff, Glasgow or London. We especially welcome applicants from Cardiff and Glasgow.

At the forefront of the fight to combat barriers in how consumers access and experience essential energy services, Ofgem is reshaping the way public services are designed and delivered. We’re looking for a Senior Service Designer to join us and lead the transformation of complex services that underpin the UK’s journey to Net Zero. Ofgem is Great Britain’s independent energy regulator. We’re at the forefront of change across the energy sector, driving toward Net Zero whilst protecting energy consumers, especially vulnerable people.

We’re offering a permanent opportunity with the chance to take a leading role in shaping innovative, user‑centred services that deliver real‑world impact. This is your chance to influence how government schemes are designed and delivered, supporting critical policy outcomes at a time of significant change.

You’ll operate as an expert practitioner, helping to define how services evolve to meet the needs of users and the organisation. Working across multidisciplinary teams, you’ll set direction and drive consistency in service design, contributing to complex programmes that support digital delivery and innovation. You’ll play a central role in advancing how services are conceived and delivered, ensuring they are effective, accessible and aligned with wider organisational goals.

This role offers the chance to shape and grow service design practice within a collaborative and diverse environment. You’ll influence how teams think about service design, working across boundaries to embed best practice and deliver meaningful improvements, while contributing to innovation in areas such as automation, data and emerging technologies.

We’re looking for someone with extensive experience in service design, strong leadership capability and the ability to translate complex requirements into clear, user‑focused solutions. You’ll be confident working across disciplines, guiding others and shaping high‑quality outcomes in fast‑moving environments. In return, you’ll join a close, collaborative and inclusive team, working on high‑impact projects across policy, digital delivery and innovation. You’ll have the opportunity to shape your environment and influence how services are designed at scale, contributing to work that has national significance.

We have a critical purpose to advance service design for the energy sector. Join us in combating complexity and driving innovation to ensure energy services are accessible, effective and fit for the future.

Key Responsibilities

• Support service design activities on projects across Delivery & Schemes
• Contribute to and work to service design best practice
• Participate in the development of Ofgem UCD community
• Support other UCD roles to have a better understanding of service design
• Support design leads to increase awareness and understanding of service design across Ofgem

Key Outputs and Deliverables

• Create and maintain design artefacts in projects, working with the multidisciplinary team and relevant stakeholders
• Set design direction for products and services, working closely with User Centred Design colleagues, Business Analysts and Project Manager
• Enable and support efficient handover to operations for delivery
• Support the service design lead and principal designer in the development of clear and efficient ways of working for User Centred Design

Extensive professional experience in service design. A proven record of designing and enhancing end to end services, working effectively across channels and teams, and aligning user needs with organisational objectives (Lead Criteria). Strong professional experience in interaction design, content design and user research. Practical, hands on experience collaborating within multidisciplinary teams, using research insights, content principles and interaction patterns to deliver effective, user centred services (Lead Criteria). Ability to understand and communicate technical, business and user needs. Skilled at translating complex information into clear, accessible language tailored to different audiences to support informed decision making. Demonstrated ability to lead others in making robust design decisions. Experienced in guiding teams towards evidence based design outcomes, fostering collaboration, constructive critique and alignment. Ability to prioritise and manage or mitigate design constraints. Capable of balancing competing demands, navigating constraints such as policy, technology or time, and proposing pragmatic, user focused solutions.