Senior Service Designer

Overview
We’re looking for a Senior Service Designer to lead end‐to‐end experience design initiatives that improve digital and in‐person public services. This role is ideal for someone who blends user research, UX design, and service design to deliver practical, human‐centred solutions that meet both user and business needs.



Key Responsibilities

Lead and deliver service design projects from discovery through implementation

Plan and facilitate user research, stakeholder workshops, and co‐design sessions

Translate research and insights into journey maps, service blueprints, personas, and prototypes

Define experience KPIs and success metrics to measure service outcomes

Provide expert guidance on service re‐engineering across digital, in‐person, phone, and print channels

Ensure designs align with established strategies, digital standards, and design governance

Synthesize complex findings into clea...