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:
1. Proven experience in service ...