Position Description
At CGI, we help UK Government organisations design and deliver digital services that are accessible, effective, and centred around real user needs. As a Service Designer, you’ll play a key role in shaping end-to-end public services that improve outcomes for citizens while supporting policy and operational goals. Working within multidisciplinary teams, you’ll map complex service landscapes, identify opportunities for improvement, and design seamless experiences across digital and offline channels. This is an opportunity to influence large-scale transformation programmes, apply strategic thinking to meaningful challenges, and contribute to innovative services that deliver measurable impact across the public sector.
Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.
Key Responsibilities
In this role, you will design and improve end-to-end government services that help users achieve their goals efficiently while ensuring services align with policy intent, operational needs, and Government Service Standards. You’ll work closely with user researchers, interaction designers, business analysts, architects, and stakeholders to map service journeys, identify pain points, and create service designs that deliver measurable improvements for users and government organisations alike.
* Design & develop end-to-end service journeys across digital and offline channels
* Create & maintain service blueprints, flow maps, and interaction models
* Identify & address pain points, constraints, and service improvement opportunities
* Collaborate & influence multidisciplinary teams, stakeholders, and technical specialists
* Support & represent service design during Government Service Standard and accessibility assessments
* Apply & champion Government Design Manual guidance, standards, and accessibility principles
* Analyse & translate user research insights into actionable service improvements
* Work & align with architects and technical teams to ensure feasible, user-centred service solutions
* Drive & support continuous service improvement using evidence, feedback, and data insights
Required Qualifications
To succeed in this role, you should have strong experience designing end-to-end services within government or highly regulated environments, alongside a solid understanding of UK Government Digital Service standards and user-centred design practices. You’ll be confident working across multidisciplinary teams, communicating with both technical and non-technical stakeholders, and translating complex requirements into practical service solutions that improve user outcomes.
* Proven experience in Service Design within government or public sector digital services
* Strong understanding of Government Service Standards and GOV.UK design principles
* Experience creating service blueprints, journey maps, and interaction flows
* Ability to identify service pain points, constraints, and improvement opportunities
* Experience collaborating within agile multidisciplinary delivery teams
* Strong stakeholder engagement, facilitation, and communication skills
* Knowledge of accessibility principles and inclusive service design approaches
* Ability to use evidence, user research, and data insights to shape service decisions
* Experience working with technical teams and solution architects to align service and technical designs
* Understanding of assisted digital needs and inclusive public service delivery
We offer a competitive salary, excellent pension, private healthcare, and a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner, not just an employee. We are committed to inclusivity and building a genuinely diverse community of tech talent.
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