Lead Service Designer:
* 31st March 26
* £750 Per Day (inside IR35)
* Location: Based at any client hub around the UK however must be willing to travel to York for big team meet ups
We're looking for a Lead Service Designer to join a high-impact HR transformation programme focused on delivering a seamless, user-centred digital experience. This role is pivotal in shaping how employees interact with HR services, using GDS principles and ServiceNow to create a streamlined, intuitive service portal.You'll work closely with senior stakeholders, business analysts, and cross-functional teams to design services that reduce inefficiencies, elevate user experience, and support strategic workforce planning.
Key Responsibilities:
* Lead the design of HR services aligned with Government Digital Service (GDS) standards
* Collaborate with stakeholders across the business to understand service pain points and opportunities
* Evaluate and redesign existing HR contact routes (eg generic mailboxes) into a unified digital portal
* Shape and refine a tiered HR service desk model
* Translate business needs into a ServiceNow-based service catalogue and digital experience
* Drive stakeholder engagement and behavioural change across the organisation
* Mentor and guide team members in service design best practices
* Support demand management and query service functions
* Contribute to strategic goals including automation and headcount reduction through service efficiency
Experience Required:
* Proven experience in service design, ideally within GDS frameworks
* Strong background in stakeholder management, communication, and business engagement
* Experience working on HR transformation or within HR service environments (desirable)
* Familiarity with ServiceNow or similar service management platforms
* Ability to lead and mentor design teams, fostering collaboration and innovation
* Skilled in identifying user needs and translating them into actionable service improvements
* Comfortable navigating complex organisational structures and driving change
What you will bring: This role is less about making tech work-and more about making people relationships work. You'll need empathy, curiosity, and the ability to inspire others to embrace change. You'll help teams see the value in shifting away from transactional tasks and toward more strategic, rewarding work.
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