Service Designer
Full Time, Permanent
📍 Hybrid (London / remote with occasional site visits)
💼 Amber Labs
🛡️ Public Sector Programme
About Amber Labs
Amber Labs is a fast-growing UK technology consultancy delivering digital transformation across enterprise, government and regulated sectors. We specialise in cloud, data, software engineering, user-centred design and AI, helping organisations deliver better services through modern technology and agile ways of working.
We're currently supporting the delivery of critical digital services within a major UK government programme and are looking for experienced Service Designers to join our growing User Centred Design teams.
Role Overview
We are seeking a Service Designer with active SC Clearance to join a multidisciplinary team on a Central Government engagement. In this role, you'll help map end-to-end services, uncover user pain points, and redesign public-facing and internal journeys that are inclusive, accessible, and aligned to user needs. You'll collaborate closely with researchers, policy experts, interaction designers, and developers to ensure the right outcomes are achieved across entire services—not just at the interface level.
This is a high-impact opportunity where your work will directly improve how citizens and civil servants interact with vital government services.
Key Responsibilities
- Service Mapping: Understand and document complex service journeys, systems, and user touchpoints to inform redesign opportunities.
- User-Centred Design: Advocate for user needs through every phase of design and delivery, embedding human-centred principles.
- Stakeholder Engagement: Facilitate workshops, playback sessions, and co-design activities with stakeholders from diverse backgrounds—including senior leaders.
- Prototyping & Iteration: Collaborate on developing and testing service prototypes, aligning business, technical, and user needs.
- Evidence-Based Delivery: Work closely with user researchers and analysts to ensure decisions are driven by qualitative and quantitative insights.
- Policy to Delivery Translation: Bridge the gap between policy intent and practical service implementation by designing viable service operating models.
- Service Standards: Ensure all work aligns with GDS Service Standards and adheres to accessibility and inclusion best practices.
- End-to-End Thinking: Consider entire service ecosystems—including digital, offline, operational, and third-party components.
Requirements
- Security Clearance: Must hold active SC clearance.
- Experience designing services within central government or public sector contexts.
- A strong portfolio showcasing evidence-based service design work across complex systems.
- Experience working with multidisciplinary teams in agile environments.
- Skilled in journey mapping, service blueprints, and identifying pain points across user flows.
- Understanding of how to align policy, user needs, and technology constraints into deliverable services.
- Ability to work closely with user researchers, content designers, interaction designers, and developers.
Key Competencies
- Strong workshop facilitation and stakeholder engagement skills.
- Comfortable working with ambiguity and shaping strategy from discovery through to delivery.
- Knowledge of accessibility, inclusion, and GDS Service Standards.
- Familiarity with tools such as Miro, Lucidchart, Figma (for collaborative prototyping), and Jira/Confluence.
What We Offer
- 25 days annual leave plus public holidays, giving you time to properly switch off and recharge
- Private medical insurance with Bupa
- Remote-first working, with access to our Liverpool Street office when you want to collaborate in person
- Personal training budget to support your professional development
- Perkbox membership, with access to discounts across retail, travel, dining, wellness and entertainment
- Electric Vehicle Scheme after one year of service
- Regular team socials and opportunities to connect across the business
- Employer pension contributions
- Referral scheme, offering up to £3,000 for successful hires
- The opportunity to join a growing consultancy early and genuinely influence its direction and success
Amber Labs is an equal opportunities employer. We are committed to creating an inclusive environment where everyone can thrive, regardless of background, identity or experience.