Salary: £70,000 - 110,000 per year Requirements: End-to-end service design expertise with proven experience leading large-scale service transformation from discovery to live operation Strong background in customer experience, customer contact, and customer service environments, ideally with experience in designing or transforming end-to-end services with high operational complexity Experience working in evolving, high-ambiguity environments, shaping or growing a new function, team, or organizational model Willingness to engage across all aspects of delivery, from strategic framing to practical execution Proven ability to bring clarity, structure, and direction in fast-moving, changing contexts Skilled in user-centred design methodologies including journey mapping, prototyping, testing, accessibility, and inclusive design Operational understanding with experience designing workflows for frontline staff, balancing user needs with throughput, cost, and performance Expertise in agile and digital delivery within multidisciplinary teams, demonstrating close collaboration with Product Managers, engineers, and data teams Strong systems thinking ability to influence platform decisions and design for scalability Skilled in stakeholder influence, facilitating workshops, and acting as a trusted advisor across policy, ops, and digital leaders Awareness of change and adoption factors including training, communication, and capability needs in service designs Responsibilities: Lead large-scale service design projects from start to finish, ensuring meaningful improvements in customer experience and operational change Engage actively in delivery, contributing to both strategic and practical aspects of service design Facilitate workshops and influence stakeholders, acting as an advisor to policy, operations, and digital leaders Drive user-centred design initiatives, advocating for and coaching colleagues in best practices Design workflows that enhance frontline operations while managing user needs, performance, and cost-effectiveness Collaborate closely with product teams and engineers in an agile environment to evolve services iteratively Contribute to platforms and organizational model decisions, ensuring designs are scalable and reusable Address change considerations through effective training, communication, and adoption strategies to support staff behavior changes Technologies: Support UX UI Design More: Change-IT is seeking a Lead Service Designer to join our dynamic team within a large Central Government organization. While our main office is located in London, we operate multiple sites across the UK, offering a hybrid working environment. We are expecting the role to fall inside IR35 and are open to negotiating the day rate, which we anticipate will be between £750 to £800 per day. This is an exciting opportunity for individuals interested in leading significant service transformation projects and enhancing customer experiences across a variety of services. last updated 4 week of 2026