We are seeking an experienced Principal Service Designer to lead a high-profile discovery phase within a central government digital transformation programme. This role will focus on building a robust and comprehensive understanding of user needs, service interactions and key pain points within a nationally significant public-facing register.
The successful candidate will work collaboratively with an in-house digital team, bringing independent challenge, deep experience of legacy modernisation and the ability to move at pace while maintaining objectivity and delivery rigour.
Key Responsibilities
- Lead and structure a full discovery phase aligned to GDS standards
- Build a comprehensive understanding of user needs, behaviours and pain points
- Map current state services, journeys and processes
- Develop service blueprints and articulate future-state opportunities
- Identify constraints, risks and dependencies within legacy systems
- Provide independent challenge and strategic insight to senior stakeholders
- Collaborate closely with digital, technical, policy and operational teams
- Produce clear, evidence-based outputs to inform subsequent Alpha and Beta phases
Essential Experience
- Extensive experience leading discovery phases within central government
- Strong working knowledge of GDS service standards and delivery lifecycle (Discovery to Live)
- Proven track record of delivering service design within complex, high-volume public services
- Experience working within or alongside central government departments
- Deep understanding of legacy modernisation in public sector environments
- Ability to translate research and insight into structured, actionable recommendations
Desirable Experience
- Experience working on public registers or regulatory services
- Previous involvement in GDS service assessments
- Background in complex data-driven services
- Exposure to policy-led transformation environments
Skills & Capabilities
- Strategic service design leadership
- User-centred design methodology
- Stakeholder engagement at senior level
- Workshop facilitation and collaborative delivery
- Strong analytical and synthesis capability
- Clear written communication and evidence reporting
Personal Attributes
- Independent thinker able to provide constructive challenge
- Comfortable operating in complex, ambiguous environments
- Outcome-focused and delivery-oriented
- Collaborative, credible and commercially aware