Overview
The Service Designer will work within a technology consultancy team focused on public sector projects, primarily in a remote-first environment with occasional on-site meetings. This role involves designing comprehensive, user-centric services from initiation to delivery, ensuring alignment with organizational objectives while guiding stakeholders through change. The contractor will engage closely with a multidisciplinary team, utilizing agile practices to deliver effective solutions and drive meaningful outcomes.
Responsibilities
- Design end-to-end services across online and offline touchpoints, from understanding the problem space to shaping implementation.
- Map existing and future states, including frontstage and backstage processes, systems, integrations, and operational realities.
- Synthesize insights from multiple sources, transforming complexity into clarity.
- Collaborate within a multidisciplinary team using modern agile practices and feedback loops.
- Lead and facilitate workshops, building alignment across departments and guiding stakeholders through key decisions.
- Partner with senior leaders to shape strategies, visions, and roadmaps for change.
- Measure outcomes to ensure services continually meet user needs beyond the discovery phase.
- Adopt a human-centered, value-driven mindset throughout the delivery process.
Requirements
- Demonstrable experience delivering projects in public sector environments, with knowledge of GDS service standards.
- GDS assessor experience or certification is a strong advantage.
- Proven ability to manage projects from discovery to implementation, beyond just theoretical frameworks.
- Clear communication skills, particularly in conveying complex systems and processes through service blueprints.
- Experience navigating technical constraints and managing conflicting requirements in organizational settings.
- Skilled in leading workshops, both face-to-face and remotely, with confidence.
- Strong consulting abilities, including influencing and storytelling in ambiguous situations.
- A strategic thinker with a practical approach, able to adapt quickly and work collaboratively while building trusted relationships.