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- Tasks: Lead the design of a complex digital platform, mapping user journeys and ensuring seamless experiences.
- Company: VE3 is a tech consultancy transforming businesses with innovative solutions across various sectors.
- Benefits: Enjoy flexible working options, collaborative culture, and opportunities for professional growth.
- Why this job: Shape impactful services while working with diverse teams in a dynamic environment focused on user needs.
- Qualifications: Experience in service design, user-centred principles, and strong communication skills are essential.
- Other info: Ideal for those passionate about improving public services and making a difference.
The predicted salary is between 48000 - 84000 £ per year.
London, United Kingdom | Posted on 26/06/2025
VE3 is a technology and business consultancyfocused on delivering end-to-end technology solutions and products. We havesuccessfully serviced enterprises across multiple markets, including the publicand private sectors. Our services span all aspects of business, providing aholistic approach to managing an organization. We are committed to providingtechnical innovations and tools that empower organizations with criticalinformation to facilitate decision-making that results in businesstransformation through cost savings and increased operational efficiency. Ourcommitment to quality is adopted throughout the organization and sets thefoundation for delivering our full suite of capabilities.
Job Description
Job Title: Lead ServiceDesigner
Role Summary:
We are seeking a Lead ServiceDesigner to guide the end-to-end service design of a complex, multi-stakeholderdigital platform. This role will be responsible for understanding and mappinguser journeys across multiple actors, aligning digital and operationaltouchpoints, and ensuring that the service is cohesive, intuitive, andaccessible to all users. Working at the intersection of user research, productstrategy, and technical delivery, the Lead Service Designer plays a pivotalrole in shaping how the service delivers value to its users and stakeholders.
Requirements
Key Responsibilities
1. Service Blueprinting andExperience Mapping
- Design, document, and evolve service blueprints,mapping the user experience across digital and offline channels.
- Ensure that service journeys account for diverseuser roles (e.g. administrators, regulators, external partners, internalanalysts).
- Align front-stage (user-facing) and back-stage(operational and system) processes in ways that enable a seamless userexperience.
- Analyse existing “as-is” journeys (based on priordiscovery or alpha research) to identify pain points, redundancies, andinefficiencies.
- Design “to-be” journeys that reflect serviceimprovements, supported by validated user needs and organisationalconstraints.
- Support development of service KPIs by identifyingmeasurable success indicators across the user journey.
3. Stakeholder Co-Design andEngagement
- Facilitate collaborative design sessions andworkshops with end users, subject matter experts, and technicalstakeholders.
- Translate stakeholder insights and organisationalconstraints into service propositions that balance desirability,feasibility, and viability.
- Champion inclusive service designprinciples—ensuring all users, including those with access needs, areconsidered in every design decision.
4. Collaboration withMultidisciplinary Teams
- Work closely with User Researchers, ProductManagers, Delivery Managers, and Technical Architects to co-definerequirements and validate service designs.
- Translate service journeys into actionableartefacts (e.g. wireframes, design specifications, process flows) fordelivery teams.
- Ensure that design decisions align with GDS/NHSservice standards, accessibility requirements (e.g. WCAG 2.2 AA), and gooddigital governance.
5. Communication and Alignment
- Present complex journey maps and service proposalsto internal and external audiences, including senior decision-makers anddelivery teams.
- Produce design artefacts that clearly communicatethe value of service changes, and ensure alignment across business,delivery, and user needs.
- Support business change and implementation planningby highlighting service transition impacts.
Essential Skills andExperience
- Proven track record of leading service design forcomplex digital platforms or government/public sector services.
- Strong understanding of service mapping, journeydesign, experience strategy, and user-centred design principles.
- Demonstrated ability to synthesise researchinsights, technical constraints, and business goals into coherent servicedesigns.
- Experience facilitating co-design and participatoryworkshops with diverse stakeholder groups.
- Familiarity with multi-channel service deliveryenvironments, including integrations with legacy or third-party systems.
- Excellent visual communication and artefactcreation skills (e.g. service maps, blueprints, journey diagrams).
- Previous work within health, life sciences, orregulated sectors, particularly in services involving suppliers, datavalidation, and regulatory requirements.
- Experience working with structured datasets,catalogues, or enterprise systems such as inventory management,procurement platforms, or regulatory databases.
- Knowledge of NHS or GDS design patterns, GOV.UKdesign system, and designing services that meet the Service Standard andpass service assessments.
- Understanding of FHIR, GS1, or UDI data standardsand how these relate to service interactions.
Certifications and Training(Desirable)
- Certified Service Designer (e.g. through SDN oraccredited institution).
- Agile training or certifications (e.g. SAFe,AgilePM, ICAgile).
Microsoft Azure Fundamentals (AZ-900) or otherrelevant cloud certification (to support understanding of cloud-enabled servicemodels).
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Lead Service Designer employer: VE3
Contact Detail:
VE3 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Designer
✨Tip Number 1
Familiarise yourself with the latest service design methodologies and frameworks. Understanding concepts like service blueprinting and experience mapping will give you a solid foundation to discuss your approach during interviews.
✨Tip Number 2
Engage with communities or forums related to service design, especially those focused on public sector services. Networking with professionals in this space can provide insights into current trends and challenges that you can address in your application.
✨Tip Number 3
Prepare to showcase your experience with co-design and participatory workshops. Think of specific examples where you've successfully engaged diverse stakeholders, as this is crucial for the role.
✨Tip Number 4
Brush up on your knowledge of NHS and GDS design standards. Being able to demonstrate your understanding of these frameworks will set you apart from other candidates and show your commitment to quality service design.
We think you need these skills to ace Lead Service Designer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service design, particularly for complex digital platforms. Use specific examples that demonstrate your understanding of user journeys and stakeholder engagement.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service design and how your skills align with the role's requirements. Mention any experience you have with multi-stakeholder environments and your approach to inclusive design.
Showcase Your Portfolio: If you have a portfolio of previous work, include it in your application. Highlight projects that involved service blueprinting, experience mapping, or co-design workshops, as these are crucial for the Lead Service Designer role.
Highlight Relevant Certifications: If you possess any certifications related to service design or agile methodologies, be sure to mention them. This can set you apart from other candidates and show your commitment to professional development.
How to prepare for a job interview at VE3
✨Understand the Role Deeply
Before the interview, make sure you thoroughly understand the responsibilities of a Lead Service Designer. Familiarise yourself with service blueprinting, experience mapping, and how to align user journeys across various stakeholders. This will help you articulate your relevant experiences effectively.
✨Showcase Your Collaborative Skills
Since the role involves working closely with multidisciplinary teams, be prepared to discuss your experience in facilitating co-design sessions and workshops. Highlight specific examples where you successfully engaged diverse stakeholders and translated their insights into actionable service designs.
✨Demonstrate User-Centred Design Principles
Be ready to talk about your approach to user-centred design. Discuss how you ensure inclusivity in your designs, especially for users with access needs. Providing examples of past projects where you implemented these principles will strengthen your case.
✨Prepare Visual Communication Artefacts
As visual communication is key in this role, bring along examples of your work such as service maps, journey diagrams, or blueprints. Be prepared to explain how these artefacts communicate value and align with business and user needs, showcasing your ability to convey complex information clearly.
