About Scrumconnect
At Scrumconnect, we are a people-first digital consultancy partnering with government and private sector clients to design and deliver user-centred digital services that make a real difference. Our multidisciplinary teams collaborate to solve complex challenges, create inclusive digital experiences, and improve public services for everyone. We value curiosity, creativity, and collaboration, and we are passionate about building solutions that matter.
About the Role
We are seeking an experienced Service Designer to create user-centred services that deliver meaningful, efficient, and accessible experiences across both digital and physical touchpoints. This role involves working closely with multidisciplinary teams to design and refine services that meet user needs and organisational goals.
The ideal candidate will have significant experience designing services within the UK public sector, with a strong understanding of GDS principles, GOV.UK Service Standard, and government service delivery frameworks.
Key Responsibilities
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Design holistic, user-centred experiences across products, systems, services, applications, devices, and employee journeys.
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Conduct user research to understand behaviours, needs, and pain points, translating insights into actionable design solutions.
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Develop service design concepts, service blueprints, journey maps, prototypes, and wireframes to enhance usability and user satisfaction.
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Iterate and refine designs based on user feedback, usability testing, and evaluation findings.
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Collaborate with multidisciplinary teams including User Researchers, Interaction Designers, Content Designers, Business Analysts, Developers, and Delivery Managers.
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Communicate and advocate design decisions to stakeholders at all levels.
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Explore alternative design solutions and assess trade-offs to support strategic decisions.
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Apply established design methods, tools, and frameworks to deliver effective user-centred services.
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Support service assessment activities and ensure alignment with the GOV.UK Service Standard.
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Contribute to broader UX and service design initiatives across the organisation.
Technical Skills & Expertise
Essential
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Strong proficiency in service design, user-centred design principles, human-computer interaction, and usability engineering.
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Proven experience as a User-Centred Service Designer (rather than an ITIL Service Designer).
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Strong grounding in GDS-style design, including:
- User needs analysis
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Service journeys and service mapping
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Accessibility and inclusive design
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Research-led design approaches
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Experience working with the GOV.UK Service Standard and participating in service assessments.
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Experience delivering services within government or public sector environments.
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Strong understanding of:
- GDS frameworks and standards
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Government service lifecycle phases (Discovery, Alpha, Beta, Live)
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Governance and assurance processes
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Ability to navigate public sector constraints and delivery challenges with minimal support.
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Experience with design and prototyping tools such as Figma, Sketch, Adobe XD, Axure, InVision, Framer, or similar.
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Strong understanding of accessibility standards including WCAG 2.1.
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Familiarity with usability testing, A/B testing, and user research methodologies.
Desirable
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Basic understanding of front-end technologies (HTML/CSS).
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Experience creating service blueprints and operating models.
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Experience working within Agile multidisciplinary delivery teams.
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Knowledge of public sector procurement and digital transformation programmes.
Requirements
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Minimum 6 years of experience in Service Design, UX Design, or related disciplines (SFIA Level 4/5 capability preferred).
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Demonstrable experience delivering user-centred services within UK Government, public sector, or regulated environments.
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Strong portfolio showcasing service design artefacts including:
- Service blueprints
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User journeys
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Ecosystem maps
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Process maps
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Prototypes and wireframes
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Excellent communication, stakeholder management, facilitation, and collaboration skills.
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Experience engaging with senior stakeholders and navigating complex organisational environments.
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Bachelor's degree in Design, Human-Computer Interaction, Psychology, or a related field (or equivalent practical experience).
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Ability to work independently and within multidisciplinary teams.
Desirable Skills
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Experience with design systems, style guides, and visual design tools.
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Knowledge of emerging technologies such as AI, AR/VR, and voice interfaces.
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SFIA, Service Design, UX, or Human-Centred Design certifications.
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Participation in design thinking workshops, communities of practice, or professional design networks.
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Familiarity with Jira, Confluence, Trello, or Asana.
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Experience supporting or leading government service assessments.
Diversity & Inclusion at Scrumconnect
At Scrumconnect, we are committed to building a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We actively encourage applications from individuals of all backgrounds, abilities, and experiences.
We are proud to be a Disability Confident Employer and ensure our recruitment process and workplace are accessible and inclusive for all.
