Lead service design strategy and delivery across projects, ensuring a coherent, end‑to‑end view of services.
Advocate for understanding the bigger picture, considering users, policy, process, people, data, technology, and operations.
Plan, design, and facilitate discovery phases, stakeholder workshops, and co‑creation sessions to explore complex problem spaces.
Apply and embed analysis and synthesis techniques to generate clear, valuable findings and service direction.
Ensure service design outputs (journeys, service blueprints, operating models) are robust, accessible, and actionable.
Translate service‑level insight into clear UX and interaction direction, ensuring consistency across channels and touchpoints.
Act as a customer advocate within AI‑enabled and automated services, ensuring trust, transparency, and usability are embedded throughout the service lifecycle.
Use service metrics, analytics, and qualitative insight to inform, validate, and iterate service and UX design decisions.
Build strong relationships across multidisciplinary teams, including product, engineering, operations, policy, and data.

Proven experience as a Lead Service Designer, delivering complex services within public sector, regulated, or large‑scale environments.
Strong grounding in GDS, service design, design thinking, and user‑centred design principles, applied pragmatically.
Confidence facilitating discovery activity, workshops, and synthesis sessions with diverse stakeholder groups.
Comfortable operating with high autonomy, leading direction and decision‑making in ambiguous problem spaces.
Clear, confident communicator, able to convey complex service concepts to technical and non‑technical audiences.
Evidence‑driven mindset, combining qualitative insight with data and analytics.
Curious and forward‑looking, with a strong interest in AI adoption, emerging technologies, and service innovation.

23 days’ holiday (rising to 27) with the opportunity to buy extra leave
company matched pension
life assurance
15 weeks’ fully paid maternity, adoption and shared parental leave
paternity pay of two weeks…and plenty more
volunteering for our charity partners or a cause of your choice
opportunity to take a paid day out of the office
access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career

Lead Customer-Centric Service & UX Designer – AI-enabled

Key skills