At a Glance
- Tasks: Lead the design of user-centred services across complex HMRC programmes.
- Company: Join a dynamic team focused on innovative service design.
- Benefits: Competitive daily rate, remote work flexibility, and opportunities for long-term engagement.
- Other info: Engage in continuous improvement within a supportive Agile environment.
- Why this job: Shape impactful services while collaborating with diverse teams and stakeholders.
- Qualifications: Proven experience as a Senior Service Designer with strong UCD principles.
The predicted salary is between 68205 - 80000 £ per year.
Location: Remote (with occasional ad hoc travel)
Rate: £540 per day inside IR35
Contract Length: Initial 4-month discovery phase, with transition to long-term engagement via rolling 6-month SOWs
Clearance: BPSS required
Equipment: Bring Your Own Device (BYOD)
Role Purpose
We are looking for an experienced Senior Service Designer to lead the design of end-to-end services across complex HMRC programmes. You will ensure that services are user-centred, efficient, and aligned to policy and operational requirements, while shaping service strategy across multiple teams. This role requires translating user and business needs into cohesive, scalable service designs.
Core Responsibilities
- End-to-End Service Design
- Design, map, and optimise end-to-end service journeys across multiple channels and touchpoints
- Produce key service design artefacts, including:
- User journeys
- Service blueprints
- Ecosystem maps
- Ensure alignment between front-stage user experience and back-office processes
- Identify pain points, gaps, and opportunities across the service landscape
- Service Strategy & Direction
- Define and influence service vision, design principles, and direction
- Ensure services are aligned with:
- User needs
- Business objectives
- Policy and operational constraints
- Work across programmes to ensure consistency, coherence, and scalability of services
- User-Centred Design Leadership
- Champion GDS and User-Centred Design (UCD) principles across teams
- Leverage user research insights to:
- Inform design decisions
- Drive service improvements
- Collaborate closely with:
- User Researchers
- Product Managers
- Designers
- Engage effectively with:
- Senior stakeholders
- Delivery teams
- Policy and operational stakeholders
- Facilitate workshops and collaborative sessions to:
- Align on service vision, priorities, and outcomes
- Communicate complex service concepts clearly to both technical and non-technical audiences
- Work across multiple Agile teams to ensure joined-up service delivery
- Identify and manage:
- Dependencies
- Gaps or overlaps between services
- Drive consistency across products, platforms, and services within the wider programme
- Use data and insight to:
- Identify service issues and improvement opportunities
- Evaluate service performance and user outcomes
- Support teams in iterating and continuously improving services
- Promote a culture of evidence-based design and ongoing optimisation
Key Skills & Experience
Essential
- Proven experience operating at SFIA Level 5 (Senior Service Designer)
- Strong track record of designing complex, end-to-end services within large organisations
- Advanced knowledge of service design methodologies and artefacts, including:
- Journey mapping
- Service blueprints
- Ecosystem mapping
- Deep understanding of user-centred design (UCD) principles and practices
- Excellent stakeholder engagement and facilitation skills
- Strong communication skills, with the ability to simplify complex concepts
- Ability to influence at both team and programme level
- Experience working within Agile, multidisciplinary teams
- Comfortable operating across multiple teams and programmes simultaneously
- Strong collaboration skills across design, product, delivery, and policy functions
Service Designer SFIA 5 in Telford employer: TXP
As a Senior Service Designer at our company, you will thrive in a dynamic remote work environment that champions user-centred design and innovation. We offer competitive rates, opportunities for professional growth through engaging projects with HMRC, and a collaborative culture that values your insights and expertise. Join us to make a meaningful impact while enjoying the flexibility of remote work and occasional travel.
