Job Description
Service Designer - Contract (Inside IR35) - £450/day
We are looking for an experienced Service Designer to join an existing delivery team supporting HMRC. The role will focus on reviewing and improving an existing Contact Centre as a Service (CCaaS) process, ensuring the service design is validated and aligned with user and operational needs.
Contract Details
* Rate: £450 per day
* IR35: Inside IR35
* Start: ASAP
* End Date: End of June 2026
* Location: Remote
Key Responsibilities
* Produce and refine service design blueprints for an existing contact centre service.
* Validate current Contact Centre as a Service (CCaaS) processes and identify improvement opportunities.
* Work within an existing multidisciplinary team, replacing the current Service Designer.
* Map end-to-end services, including user journeys, operational processes, and supporting systems.
* Facilitate workshops and collaborate with stakeholders across delivery, operations, and technology.
* Ensure service design aligns with government digital standards and best practices.
Key Skills & Experience
* Strong experience in Service Design within large public sector or complex organisations.
* Proven ability to create service blueprints, journey maps, and operational models.
* Experience working with contact centre/CCaaS services.
* Familiarity with Government Digital Service (GDS) standards is highly desirable.
* Excellent stakeholder management and facilitation skills.