We are looking for a Service Designer to help shape clear, accessible, end-to-end services that meet the needs of users and support effective delivery across government.
Responsibilities
* Plan and deliver service design activities across the full service lifecycle, ensuring alignment with the GOV.UK Service Standard
* Work closely with user researchers to understand user needs and translate insights into actionable service improvements
* Create service design artefacts such as service blueprints, user journeys, capability maps, and end-to-end service models
* Map current and future service states, helping teams understand how people, processes, policies, and technology interact
* Support the design of cross-channel services, ensuring they are inclusive, accessible, and deliver value for users and operational teams
* Facilitate workshops and collaborative sessions to build a shared understanding of service challenges and opportunities
* Work with delivery teams to ensure service concepts are realistic and feasible, contributing to iterative improvement during alpha, beta, and live phases
* Contribute to growing service design capability across teams by sharing best practice and mentoring less experienced team members
Qualifications and Experience
* Extensive experience in service design and methodologies.
* Exceptional analysis and communication skills.
* Strong strategic thinking and problem‑solving abilities.
* Ability to influence stakeholders at all levels and drive organizational change.
* Proven experience in leading service design initiatives and projects.
Preferred Technical and Professional Experience
* Experience with user research methods and tools.
* Familiarity with service design frameworks (e.g., Double Diamond, Service Design Network).
* Knowledge of UX design principles and practices.
* Experience with visual design tools (e.g., Sketch, Figma, Adobe XD).
* Passion for service design and continuous improvement.
Additional Information
This role is subject to pre‑employment screening in line with the UK Government's Baseline Personnel Security Standard (BPSS). Additional Personal Security Controls such as National Security Vetting (NVS) may apply, including eligibility for The Security Check (SC) or Developed Vetting (DV).
Equal Opportunity Statement
IBM is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or any other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Benefits
* Tools and policies to support work‑life balance, including flexible working approaches, sabbatical programs, paid paternity leave, maternity leave, and an innovative maternity returners scheme.
* 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group pension plan through salary sacrifice.
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