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Senior Service Designer

Scrumconnect Consulting

Role overview

Qualifications

  • Significant experience as a Service Designer in UK public sector or government digital delivery
  • Strong portfolio demonstrating end-to-end service design across complex, multi-channel services
  • Proficiency in service design tools including Miro, FigJam, Figma or equivalent
  • Strong understanding of the GDS Service Standard and the Design phase expectations

Responsibilities

  • Lead service design activities across the discovery, including mapping end-to-end service journeys
  • Facilitate co-design workshops with users, policy teams and technical stakeholders
  • Produce high-quality service design artefacts including service blueprints and user journey maps
  • Work closely with user researchers to ensure service designs are grounded in user evidence

Key facts

Hard skills

Service Design Disciplined Agile Delivery Service Development Service Provisioning User Journey Mapping

Other skills

  • Communication
  • Collaboration
  • Mentorship
  • Problem Solving

About the company

Scrumconnect Consulting logo

Scrumconnect Consulting

Digital Transformation Consulting

Scrumconnect, an acclaimed consultancy firm, sets the gold standard in crafting sophisticated, user-centric software solutions underpinned by data-driven insights. Our robust software solutions have cast a global footprint, influencing over 50M individuals via 64 robust digital offerings. As trusted allies in public sector transformation, we've partnered with 20% of the top 75 Govt Services, yielding savings exceeding £24 million for UK taxpayers. Our mission is simple: transform public services into exceptional digital experiences. Our vision is far-sighted. Through digital channels, we aim to democratize public service access, ensuring convenience, wider accessibility, and cost efficiency. As we move forward, we envision ourselves to be an esteemed SME in UK public sector transformation, collaborating with at least 8 central government departments.In the next 5 years, we aspire to grow by expanding our consulting business. We're dedicated to achieving a 99% Customer Net Promoter Score and plan to create 750 new jobs across the UK.Our core values of openness, integrity, excellence, learning, and unwavering commitment guide us in every endeavor. As a testament to our work, we have bagged prestigious accolades- Special Award - Organisational Exit from Pandemic, 'Digital Transformation Project of the Year' at the UKIT Awards and the 'Digital, Data and Technology Award' at the Civil Service Awards. Scrumconnect was born out of an identified gap in the digital transformation landscape. Traditional consultancies often overlooked key areas like design thinking, user-centric designing, customer experience, and product innovation. To disrupt this paradigm, we developed our unique model. We handpick high-performing teams for each project, streamlining talent acquisition and retention to deliver value swiftly and efficiently. Our success lies in this novel approach - bringing together the finest minds Join us at Scrumconnect, and be part of the revolution

Company details

Company typeSME
IndustryDigital Transformation Consulting
Company size201 - 500

Links

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Job description

This is a remote position.

About Scrumconnect Consulting

Scrumconnect Consulting is a multi-award-winning digital consultancy, recognised for delivering impactful and innovative technology solutions across UK government departments. Our work has positively influenced the lives of over 40 million UK citizens.
We are passionate about user-centred design, agile delivery, and building digital services that make a real difference. Our teams work at the forefront of innovation, helping organisations transform and deliver high-quality, scalable solutions that truly matter.

Role Summary

The Senior Service Designer will lead the design of end-to-end services for the  Discovery and subsequent phases, working at the intersection of user needs, policy intent and technical constraints. Operating at SFIA Level 5, this role requires a practitioner who can own the service design process from discovery through to alpha, collaborating closely with user researchers, business analysts and technical architects to produce compelling, evidence-based service designs that work for all users.

Key Responsibilities


• Lead service design activities across the discovery, including mapping end-to-end service journeys for building control authority teams and installers
• Facilitate[5.1] co-design workshops with users, policy teams and technical stakeholders to develop service concepts
• Produce high-quality service design artefacts including service blueprints, user journey maps, ecosystem maps and experience maps
• Work closely with user researchers to ensure service designs are grounded in user evidence and tested with real users
• Define and articulate the 'to-be' service vision, identifying opportunities to improve the user experience of the SCS-N system
• Translate complex policy and regulatory requirements into clear, usable service designs
• Identify and document service-level pain points, dependencies and constraints that should inform the design of the new system
• Present service design outputs to senior stakeholders at BSR and MHCLG, making the case for user-centred design approaches
• Contribute to the GDS service assessment process, ensuring designs meet the Service Standard
• Mentor and support junior designers within the team[6.1]


Essential Skills & Experience


• Significant experience as a Service Designer in UK public sector or government digital delivery
• Strong portfolio demonstrating end-to-end service design across complex, multi-channel services
• Proficiency in service design tools including Miro, FigJam, Figma or equivalent
• Experience producing service blueprints, ecosystem maps, user journey maps and interaction models
• Ability to facilitate co-design workshops with diverse stakeholders
• Strong understanding of the GDS Service Standard and the Design phase expectations
• Experience working in multidisciplinary Agile teams alongside researchers, product managers and engineers
• SFIA Level 5 competencies as defined in the SFIA framework


Desirable Skills & Experience


• Experience designing services in a regulatory, local government or building control context
• Knowledge of accessibility standards (WCAG 2.2) and inclusive design principles
• Experience of GDS service assessments (alpha, beta and live)
• Understanding of policy design and the relationship between policy intent and service delivery


SFIA Level 5 Behaviours Expected

At SFIA Level 5 (Ensure, Advise), the successful candidate will demonstrate the following core behaviours:


• Takes ownership of service design outputs and is accountable for their quality and fitness for purpose
• Advises senior stakeholders on service design strategy and approach
• Works autonomously, self-directing research and design activities within the broader programme
• Influences the design direction of significant and complex digital services
• Actively builds design capability within the team and wider organisation



Diversity & Inclusion

At Scrumconnect Consulting, we believe that diversity drives innovation and better outcomes. We are committed to fostering an inclusive environment where every individual is valued, respected, and supported.
We welcome applications from candidates of all backgrounds and actively encourage individuals from under-represented groups, including women, people with disabilities, and diverse communities, as well as those seeking flexible working arrangements.
As a Disability Confident Level 1 employer, we are committed to providing reasonable adjustments throughout the recruitment process and during employment to ensure equal opportunities for all.




Salary: 350-400 outside ir35

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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