Overview
We are seeking an experienced Service Designer for a 6-month remote contract, focusing on a GxP e-Archive programme for a UK central government agency. The role will involve working collaboratively across various business, technical, and compliance teams to enhance user experiences by mapping service journeys and implementing user-centred design methodologies within a regulated environment.
Responsibilities
- Collaborate with stakeholders and subject matter experts to understand user needs and current service processes.
- Conduct user research and stakeholder engagement to identify pain points and improvement opportunities.
- Map and document end-to-end service journeys that encompass people, processes, technologies, and activities.
- Develop and maintain comprehensive service blueprints to visualize the entire service experience.
- Identify operational gaps, risks, and dependencies within the service workflow.
- Translate complex stakeholder requirements into clear models and service recommendations.
- Contribute to collaborative workshops and design sessions to validate findings and gather insights.
- Support knowledge transfer by producing accessible service design outputs for stakeholders.
Requirements
- Proven experience as a Service Designer in complex transformation and technology programmes.
- Strong skills in service mapping, user journey mapping, and service blueprinting.
- Ability to engage with stakeholders and facilitate workshops for collaborative design.
- Experience with user-centred design methodologies and conducting user research.
- Familiarity with highly regulated environments, preferably in GxP, healthcare, or public sector.
- Excellent visual and written communication skills to convey complex information effectively.
- Ability to navigate and document manual processes and system interactions.