Senior Service Designer

About Scrumconnect Consulting

Scrumconnect Consulting is a multi-award-winning digital consultancy, recognised for delivering impactful and innovative technology solutions across UK government departments. Our work has positively influenced the lives of over 40 million UK citizens.
We are passionate about user-centred design, agile delivery, and building digital services that make a real difference. Our teams work at the forefront of innovation, helping organisations transform and deliver high-quality, scalable solutions that truly matter.

Role Summary

The Senior Service Designer will lead the design of end-to-end services for the Discovery and subsequent phases, working at the intersection of user needs, policy intent and technical constraints. Operating at SFIA Level 5, this role requires a practitioner who can own the service design process from discovery through to Alpha, collaborating closely with user researchers, business analysts and technical architects to produce compelling, evidence-based service designs that work for all users.

Key Responsibilities

Lead service design activities across the discovery, including mapping end-to-end service journeys for building control authority teams and installers
Facilitate[5.1] co-design workshops with users, policy teams and technical stakeholders to develop service concepts
Produce high-quality service design artefacts including service blueprints, user journey maps, ecosystem maps and experience maps
Work closely with user researchers to ensure service designs are grounded in user evidence and tested with real users
Define and articulate the 'to-be' service vision, identifying opportunities to improve the user experience of the SCS-N system
Translate complex policy and regulatory requirements into clear, usable service designs
Identify and document service-level pain points, dependencies and constraints that should inform the design of the new system
Present service design outputs to senior stakeholders at BSR and MHCLG, making the case for user-centred design approaches
Contribute to the GDS service assessment process, ensuring designs meet the Service Standard
Mentor and support junior designers within the team[6.1]

Essential Skills & Experience

Significant experience as a Service Designer in UK public sector or government digital delivery
Strong portfolio demonstrating end-to-end service design across complex, multi-channel services
Proficiency in service design tools including Miro, FigJam, Figma or equivalent
Experience producing service blueprints, ecosystem maps, user journey maps and interaction models
Ability to facilitate co-design workshops with diverse stakeholders
Strong understanding of the GDS Service Standard and the Design phase expectations
Experience working in multidisciplinary Agile teams alongside researchers, product managers and engineers
SFIA Level 5 competencies as defined in the SFIA framework

Desirable Skills & Experience

Experience designing services in a regulatory, local government or building control context
Knowledge of accessibility standards (WCAG 2.2) and inclusive design principles
Experience of GDS service assessments (Alpha, beta and live)
Understanding of policy design and the relationship between policy intent and service delivery

SFIA Level 5 Behaviours Expected

At SFIA Level 5 (Ensure, Advise), the successful candidate will demonstrate the following core behaviours:

Takes ownership of service design outputs and is accountable for their quality and fitness for purpose
Advises senior stakeholders on service design strategy and approach
Works autonomously, self-directing research and design activities within the broader programme
Influences the design direction of significant and complex digital services
Actively builds design capability within the team and wider organisation

Diversity & Inclusion

At Scrumconnect Consulting, we believe that diversity drives innovation and better outcomes. We are committed to fostering an inclusive environment where every individual is valued, respected, and supported.
We welcome applications from candidates of all backgrounds and actively encourage individuals from under-represented groups, including women, people with disabilities, and diverse communities, as well as those seeking flexible working arrangements.
As a Disability Confident Level 1 employer, we are committed to providing reasonable adjustments throughout the recruitment process and during employment to ensure equal opportunities for all.