Senior Service Designer

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Contract:

6 month (Inside IR35). Hybrid working with 3 days per week in Leeds – United Kingdom.

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child‑maintenance policy. As the UK’s largest public service department it administers the State Pension and a range of working‑age, disability and ill‑health benefits to around 20 million claimants and customers. DWP operates on a scale that is unmatched in Europe and most people in Britain interact with it at some point in their lives.

• Help people move into work and support those already in work to progress, with the aim of increasing overall workforce participation.
• Help people plan and save for later life, while providing a safety net for those who need it.
• Provide effective, efficient and innovative services to millions of claimants, including the most vulnerable in society.
• Improve the experience of our services while maximising value for money for taxpayers.
• Understand user needs and design services that meet them, collaborating with multidisciplinary teams.
• Demonstrate good working knowledge of service design in practice.
• Analyse research findings, data, insights, critical thinking and concept generation.
• Lead workshops to drive actionable outcomes.
• Align and support communication with product owners and policy colleagues to define customer journeys and articulate the vision for products and services.
• Understand as‑is service design, identify improvement opportunities and analyse pain points within services.
• Build design solutions that fulfil user needs and business outcomes.
• Use prototyping methods to communicate ideas and concepts with real users, encouraging collaboration and iterative development.

• Demonstrable service‑design experience and a proven track record of implementing best‑practice service‑design practices.
• Ability to create high‑quality service‑design deliverables, including personas, experience maps, insights packs, user flow maps and service blueprints.
• Strong communication and stakeholder management skills.
• Experience leading a small team of service designers or working with senior stakeholders to establish service‑design methods.
• Strong grasp of qualitative and quantitative research methods and ability to work with researchers to conduct studies.
• Experience leading workshops to drive actionable outcomes and influencing product decisions.
• Knowledge of the public‑sector context and policy impact on service design.

Please be aware that this role can only be worked within the UK and not overseas.

• Seniority Level: Mid‑Senior
• Employment Type:
  
  Contract
• Job Function:
  Information Technology
• Industries:
  Staffing and Recruiting