Service Designer
£63,000 per annum
Bedford
Permanent
Hybrid Working
Join us at the Money and Pensions Service (MaPS) as a Senior Delivery Manager. As a Service Designer at the Money & Pensions Service (MaPS), you’ll play a key role in shaping end-to-end services that improve financial wellbeing for customers, particularly those in vulnerable circumstances and most in need of advice and guidance, while supporting policy and operational goals.
Working within multidisciplinary teams and operating within existing design governance, utilising agreed playbooks and processes, you’ll understand the needs of users, map complex service landscapes, identify opportunities for improvement, and design seamless, accessible experiences across offline and digital channels.
Key Responsibilities:
- Design & develop end-to-end service journeys across digital and offline channels, mapping the ‘as-is’ and designing options for the ‘to-be’
- Working in a matrix structure, supporting service owners in delivering their service strategy and the Lead Service Designer in developing the service design community at MAPS
- Create & maintain service blueprints, flow maps, and interaction models
- Identify & address pain points, constraints, and service improvement opportunities
- Collaborate & influence across multidisciplinary teams, stakeholders, and Subject Matter Experts (SMEs)
- Support & represent service design during Government Service Standard and accessibility assessments
- Apply & champion Government Design Manual guidance, standards, and accessibility principles
- Analyse & translate user research insights into actionable service improvements
- Work & align with policy leads, product managers and SMEs to ensure feasible, user-centred service solutions
- Drive & support continuous service improvement using evidence, feedback, and data insights
Essential Skills and Experience:
Essential:
- Experience creating service blueprints, journey maps, and interaction flows
- Experience in working with policy colleagues and working in regulated environments
- Experience identifying service pain points, constraints, and improvement opportunities
- Experience collaborating within agile multidisciplinary delivery teams
- Experience of using evidence, user research, and data insights to shape service decisions
- Strong understanding of Government Service Standards
- Strong stakeholder engagement, facilitation, and communication skills
- Knowledge of accessibility principles and inclusive service design approaches
- Experience working with technical teams and solution architects to align service and technical designs
- Understanding of assisted digital needs and inclusive public service delivery
Desirable:
- Experience in the Public Sector
- Experience designing services for users who may be in circumstances where they are vulnerable to harm, particularly financial harm.
About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.
At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:
- Caring
We care about our colleagues and the people whose lives we are here to transform.
- Connecting
We will transform lives through our ability to make positive connections.
- Transforming
We are committed to transforming lives and making a positive societal impact.
Our Inclusive Working Environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”
Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.
What We Offer
- Generous Annual Leave – 30 days plus Bank Holidays
- Pension scheme – contributions matched 2 to 1 (employer contribution up to 10% of your salary)
- Interest-free loan for season tickets for buses and trains
- Cycle to work Scheme
- Subsidised eye tests & flu jabs
- Life assurance scheme
- Give as you earn scheme
- Employee assistance programme (EAP)
- PAM Assist and PAM Life scheme (Wellbeing)
- Enhanced family and sick pay
- Paid volunteering (2 days a year)
- Recognition Scheme
- Discounts portal to numerous retailers
Flexible Working
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per month. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Recruitment Process:
- Initial Review: Our recruiter will review your CV. If it looks like a good fit, they'll reach out to arrange a call.
- Hiring Manager Review: If the recruiter thinks you're suitable, your CV will be passed to the hiring manager, who will decide whether to invite you for an interview.
- Interview: If selected, you'll participate in a virtual interview. This single-stage process allows you to demonstrate your skills and experience through competency-based questions. This will also require you to deliver a short presentation.
Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.
Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.
Application Process
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: [email protected]. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.
Job Reference: MaPS01240
Close Date: 22/7/2026
