Service Designer

Job title: Service Designer

Location: Hybrid/UK Wide Hubs

Clearance: Active SC Clearance required - Transferable

Contract: Initial 6 months

Rate: £400pd inside IR35

Overview:

We are seeking an experienced Service Designer to support a major transformation and service modernisation programme within a large-scale public sector environment.

This role will focus on designing and improving end-to-end services that align operational processes, digital capabilities, and customer journeys to deliver efficient, user-centred outcomes.

The successful candidate will work closely with cross-functional delivery teams, stakeholders, and operational areas to help shape future-state services aligned to long-term organisational transformation goals.

Key Responsibilities:

• Design and align end-to-end services across operational and digital delivery functions, ensuring seamless customer and business experiences.
• Create, maintain, and evolve current-state and future-state service blueprints, mapping both Front End customer journeys and Back End operational/system interactions.
• Identify opportunities for service improvement, optimisation, and operational efficiency across multiple delivery channels.
• Support fraud reduction initiatives by ensuring service designs minimise opportunities for fraudulent activity entering the system through digital and operational pathways.
• Collaborate closely with digital product teams, service modernisation teams, operational stakeholders, and customer experience functions to support aligned service delivery outcomes.
• Work across multidisciplinary Agile teams to ensure services are scalable, accessible, and aligned with organisational strategy and policy objectives.
• Facilitate workshops, stakeholder engagement sessions, and service mapping activities to gather requirements and drive collaborative design decisions.
• Act as a key conduit between Digital, Change, Service Delivery Optimisation, and Customer Experience teams, ensuring alignment across programmes and initiatives.
• Contribute to continuous service improvement initiatives, helping shape modern, user-focused services that support long-term transformation objectives.
• Support delivery teams in understanding service dependencies, pain points, risks, and opportunities across the wider service landscape.

Skills & Experience Required:

• Proven experience working as a Service Designer within large-scale digital transformation or service modernisation programmes.
• Strong experience creating service blueprints, journey maps, process flows, and end-to-end service designs.
• Experience aligning operational processes with digital product and service delivery models.
• Strong stakeholder management and facilitation skills, with the ability to engage both technical and non-technical audiences.
• Understanding of user-centred design principles and service design methodologies.
• Experience working within Agile multidisciplinary delivery teams.

Desirable Experience:

• Previous experience working within the UK Public Sector or highly regulated environments.
• Familiarity with fraud prevention considerations within service design.
• Understanding of accessibility, inclusivity, and customer experience best practices.
• Exposure to large-scale organisational transformation programmes.

If you are available and interested in this opportunity, please apply for further information. Please note that due to high volumes of applications we are unable to contact every applicant. If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.