Lead service design for Universal Credit, aligning user needs with departmental objectives, policy outcomes, and product strategy.
Lead and facilitate collaboration across teams and programmes to define and evidence-led service design concepts.
Engage senior stakeholders and influence decision-making and alignment at programme and departmental levels.
Produce high-quality service design artefacts to communicate approaches, ideas, and recommendations.
Promote best practices and build a strong, open design culture across teams.
Mentor designers and support capability building within the service design community.
Contribute to recruitment and development of the DWP Service Design team.
You and your role
This role offers the opportunity to make a real difference to people across the UK. As a Lead Service Designer, you'll shape the future of Universal Credit by aligning emerging policy and business strategies with user needs. Working closely with Lead Product Managers and the Product Strategy team, you'll help evolve the service to better support millions of users. You'll champion collaboration across digital, policy, legal, and other teams, ensuring services are designed with people at the heart. As an expert Service Designer, you'll need to be a confident facilitator and advocate for user-centred design, driving improvements that deliver positive outcomes.
We are looking for Lead Service Designers to join our team in DWP's Working Age Services, where you will help design, build, and iterate high-quality services—including Universal Credit—that enable working-aged people to access the support they need. In DWP Digital, our teams use innovative ideas and leading-edge technology to build digital solutions used by nearly every person in the UK, every day, and at key moments in their lives. DWP is the UK's largest government department, helping people into work and making payments worth over £195bn a year to support millions. The scale and complexity of our work are extraordinary, and our purpose is unique. We’d love you to join us.
Salary and Benefits
Pay: Up to £77,740 (national) / £83,957 (London) plus 28.97% employer pension contributions, hybrid working, flexible hours, and a great work-life balance.
Pension: A comprehensive civil service pension with employer contributions worth 28.97%, up to £16,094 per year.
Holidays: Starting at 26 days, rising to 31 days over time, plus up to 3 extra days off a month on flexi-time and public holidays.
Benefits include:
* An award-winning environment and culture: Employer of the Year 2023, Founders Award for Outstanding Digital Leadership 2023
* Flexible working policies
* Time off for volunteering and charitable activities
* 'I Can Be Me in DWP' initiative for authentic self-expression
* Discounts and savings on shopping, entertainment, and more
* Interest-free loans for bikes and season tickets
* Sports and social activities
* Professional development, coaching, mentoring, and career progression opportunities
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