Senior Service Designer at Department for Work & Pensions, Newcastle/Remote, 12 Months, £Contract Rate

  • Contract Spy
  • Hybrid (Newcastle, UK)
  • May 13, 2024
6 Months or more Marketing

Contract Description



Senior Service Designer (Inside IR35)

Contract Term: 12 Months

Contracting Authority: Department for Work and Pensions

Location: Hybrid - Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield


Service Designers design whole services, both end to end and front to back, across business areas or departments in order to reduce or remove issues and problems. They also design services that deliver value to citizens and a positive user experience. They drive awareness of service performance and improvement needs resulting in successful service outcomes.

As a Senior Service Designer your main responsibilities will be to: 

  • Understand user needs and design services that meet them and collaborate with multidisciplinary teams to understand user behaviour and feedback.
  • Demonstrate good working knowledge of service design in practice.
  • Analyse research findings, data, insight gathering, critical thinking and concept generation.
  • Have a strong grasp of qualitative and quantitative research methods to service user needs and work with researchers to conduct these studies.
  • Lead workshops to drive actionable outcomes.
  • Align and support the communication with product owners and policy colleagues to define the customer journey and articulate the vision for products and services.
  • Understand as-is service design and identify improvement opportunities.
  • Analyse pain points within services and build design solutions that fulfil user needs and business outcomes.
  • Use prototyping methods to communicate ideas and concepts with real users to encourage collaboration and iterative processes.
  • Lead the articulation of insights and stories around the strategy and concepts being designed.
  • Manage stakeholder needs across different areas with a focus on supporting discussions at senior departmental level.
  • Contribute to building an open and collaborative culture within the department and the design community.
  • Analyse and identify cost saving opportunities whilst implementing best practice service design.
  • Own and create high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints.
  • Manage team workload and design approach across deliverables.
  • Actively provide support and mentor team members.
  • Support the capability and promote service design in and beyond the department.
  • Support recruitment for the DWP Digital Product design community.


You’ll have relevant experience in:

  • Supporting effective team change delivery.
  • Collaborating across departmental boundaries to communicate service vision and gain stakeholder buy-in.
  • Creating, facilitating, and delivering appropriate service design approaches.
  • Mentoring multidisciplinary teams for user-centered product and service delivery.
  • Data Communication and Analysis:
  • Turns complex data into actionable stories, shares skills within teams, and communicates effectively with stakeholders.
  • Drives analysis, recommends improvements, and synthesizes large volumes of information.
  • Organizational Alignment and Stakeholder Engagement:
  • Understands organizational goals, aligns research activities, and effectively collaborates with senior stakeholders.
  • Differentiates between user needs and desires, integrates digital analytics with qualitative data, and champions user research for all users.
  • User-Centered Design and Prototyping:
  • Views prototyping as a team activity, establishes and iterates design patterns, and proficiently manages prototypes.