Lead Service Designer

Overview

6 Months

Hybrid Working - multiple sites across the UK

£750 - £800 per day - open to negotiation

Change-IT are looking for a Lead Service Designer to join a large Central Government organisation, whose main office is based in London but have sites all across the UK.

We are waiting final confirmation on IR35 status but expect to be INSIDE IR35. We are open to negotiation on the day rate - we would expect it to land around £750-£800 per day.

• End-to-end service design expertise:
  Proven experience leading large-scale service transformation from discovery through to live operation, delivering meaningful customer experience improvements and sustained operational change - not just new interfaces.
• Strong background in customer experience, customer contact, and customer service environments: ideally designing or transforming end-to-end services with high operational complexity (e.g., contact centres, casework, frontline services).
• Experience working in evolving, high-ambiguity environments:
  Experience shaping or growing a new function, team or organisational model. Comfortable working without fully established processes and contributing to building them. Willingness to get stuck in across all aspects of delivery, from strategic framing to practical execution. Proven ability to bring clarity, structure and direction in fast-moving, changing contexts.
• User-centred design leadership:
  Skilled in journey mapping, prototyping, testing, accessibility, and inclusive design; advocate and coach colleagues in user-centred approaches.
• Operational understanding:
  Experience designing workflows for frontline staff, reducing failure demand, and balancing user needs with throughput, cost, and performance.
• Agile and digital delivery expertise:
  Experience in agile, multidisciplinary teams; close collaboration with Product Managers, engineers, and data teams; iterative service evolution.
• Systems thinking:
  Ability to operate above individual services, influence platform and operating-model decisions, and design for scalability and reuse.
• Stakeholder influence:
  Skilled at facilitating workshops, influencing decisions, and acting as a trusted advisor across policy, ops, and digital leaders.
• Change & adoption awareness:
  Consideration of training, comms, and capability needs in service designs; experience designing services that change staff behaviours.

• End-to-end service design expertise:
  Proven experience leading large-scale service transformation from discovery through to live operation, delivering meaningful customer experience improvements and sustained operational change - not just new interfaces.
• Strong background in customer experience, customer contact, and customer service environments: ideally designing or transforming end-to-end services with high operational complexity (e.g., contact centres, casework, frontline services).
• Experience working in evolving, high-ambiguity environments:
  Experience shaping or growing a new function, team or organisational model. Comfortable working without fully established processes and contributing to building them. Willingness to get stuck in across all aspects of delivery, from strategic framing to practical execution. Proven ability to bring clarity, structure and direction in fast-moving, changing contexts.
• User-centred design leadership:
  Skilled in journey mapping, prototyping, testing, accessibility, and inclusive design; advocate and coach colleagues in user-centred approaches.
• Operational understanding:
  Experience designing workflows for frontline staff, reducing failure demand, and balancing user needs with throughput, cost, and performance.
• Agile and digital delivery expertise:
  Experience in agile, multidisciplinary teams; close collaboration with Product Managers, engineers, and data teams; iterative service evolution.
• Systems thinking:
  Ability to operate above individual services, influence platform and operating-model decisions, and design for scalability and reuse.
• Stakeholder influence:
  Skilled at facilitating workshops, influencing decisions, and acting as a trusted advisor across policy, ops, and digital leaders.
• Change & adoption awareness:
  Consideration of training, comms, and capability needs in service designs; experience designing services that change staff behaviours.

Please follow the steps to apply and one of our team will be in touch if your profile matches up