We are 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 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 (e.g. 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
Must have worked for a central government client previously
Strong background in stakeholder management, communication, and business engagement
Interaction Design experience
Experience working on HR transformation or within HR service environments (desirable)
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
In return, you will receive the opportunity to support a major government department.The possibility to work on a 3 month contract on a hybrid basis for the foreseeable paying up to £750 p/day (in scope of IR35). We have various sites across the UK.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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