Service Designer

Service Designer, UX, London (remote / hybrid) to £70K

This interesting advisory service are requiring and experineced Service Designer. They are embarking on an exciting digital transformation that will enable our expert advice to reach and help more people than ever before. As senior service designer, you'll be key to this transformation.

They are looking for a senior service designer to lead the design and improvement of services across all channels—digital, phone, and email. This is a rare opportunity to shape services that support millions of people dealing with complex legal and housing challenges.

You will map out user journeys, identify barriers, and co-design solutions that are both user-centred and operationally sustainable. You’ll work closely with subject matter experts, digital specialists, and senior leadership to align service improvements with organisational goals, technology capabilities (including AI), and policy objectives.

This role is hands-on but strategic. You’ll design and prototype user experiences while also influencing the direction of broader digital transformation. You’ll be a vocal advocate for accessibility, inclusion, and evidence-based design, and will help embed these practices across the organisation.

What you'll do

• Lead the end-to-end design of services across digital and non-digital channels, focusing on improving access, usability, and outcomes for users.

• Map full customer journeys and service blueprints, identifying friction points and opportunities for improvement.

• Produce wireframes, user flows, and interactive prototypes to explore and communicate design ideas.

• Plan and run user research activities, including interviews, usability testing, and focus groups.

• Work closely with legal advisers, developers, and the digital team to ensure services are user-centred and technically feasible.

• Align service and UX design with wider business strategy and digital priorities, including the integration of AI tools and automation.

• Champion GDS service design principles, accessibility, and inclusion throughout the design process.

• Communicate design rationale clearly and confidently to a wide range of stakeholders, including board-level decision-makers.

• Contribute to building a user-centred culture and support the development of internal design capability.

About you

We're looking for someone with:

• Significant experience designing public-facing services across multiple channels.

• A strong portfolio of service design work, including research, prototyping, and delivery.

• Excellent understanding of user-centred design principles and inclusive design practices.

• Experience conducting and applying user research to inform design decisions.

• Confidence working with stakeholders at all levels and translating complex needs into practical service improvements.

• Familiarity with GDS principles (or similar), design systems, and accessible design standards.

• The ability to work independently in a small, mission-driven organisation.

• Experience working in or alongside legal, government, or advice services (desirable but not essential)