This opportunity is only open to applicants who are currently 'Priority Movers'. Applications from individuals not currently on the Priority Mover list will be rejected and not considered.
Education Scotland is an executive agency of the Scottish Government and is the national improvement agency for education. Our role is to progress Scottish Government’s ambitious vision for education. One where educators, learners and parents can take full advantage of the potential offered by technologies in order to raise attainment, ambition and opportunities for all.
This role is part of the Glow team within Digital Services. Glow is the national online platform for education in Scotland, which regularly has over 350,000 users each month. As Service Design Lead you will ensure that user-centred service design practice is used and the Scottish Approach to Service Design is followed to evolve and improve Glow. You will lead the work of the Senior Service Designer and Senior User Researcher to complete the required design activities which will support the future vision for a nationally provisioned service of digital education. This is an exciting time to join us as we continue to evolve our services, and increase our ability to put learners at the centre of education.
Responsibilities
Key Responsibilities
- Lead and coach multidisciplinary teams in Agile, Lean and service design practices, creating a culture of continuous improvement, innovation and delivery excellence.
- Shape and evolve service design strategies that align user needs, organisational objectives and wider government priorities.
- Design inclusive, accessible and evidence-based services and systems that work seamlessly across multiple channels and services.
- Provide expert leadership on complex, high-risk and high-impact programmes, making informed decisions and adapting approaches in response to changing priorities and constraints.
- Influence strategic decision-making by providing insight, expertise and guidance on service design, digital transformation and organisational change.
- Build strong relationships with senior stakeholders, fostering collaboration, managing expectations and achieving consensus across diverse organisations and teams.
- Champion user-centred design, using research, data, prototyping and iterative approaches to inform decisions and improve outcomes.
- Resolve complex organisational, team and delivery challenges through effective mediation, coaching and conflict resolution.
- Represent and advocate for service design best practice both internally and externally, building networks and sharing knowledge across the wider community.
- Lead the evaluation and continuous improvement of services, ensuring they remain sustainable, effective and responsive to evolving user and business needs.
- Apply robust risk management approaches, guiding teams and senior leaders in identifying, assessing and mitigating risks proportionately.
Qualifications
Required criteria:
Technical Skills
This role is aligned to the Lead Service Designer job role within the User-centred design job family within the Government Digital and Data Profession Capability Framework.
Please review the following to understand the skill expectations: Service designer - Government Digital and Data Profession Capability Framework.
Working Pattern
This role is a permanent level transfer position.
How to apply
Applications for this position will only be accepted from substantive C1 grade employees.
Please submit a statement outlining your suitability for the role, relevant skills and experience, and what you would bring to the team (maximum 500 words).
Vacancy closes at 23:59 on Monday 3 August.
If you have questions about your application please contact emma.pollock@educationscotland.gov.scot
Selection Process
All applicants will be invited to an informal discussion with the hiring manager. There will be no formal testing or assessment.
Discussions are expected to be scheduled for w/c TBC.
Apply before: 03/08/2026 (23:59)
Service Design Lead - C1 in Glasgow employer: Scottish Government
The Scottish Government offers a dynamic and supportive work environment, where you can make a significant impact on customer service and safeguarding across Scotland. With a strong focus on employee development and innovation, you will have access to numerous growth opportunities while working alongside a dedicated team committed to excellence in public service. Join us in shaping a high-performing organisation that values collaboration and strives for transformative results.
