Service Designer – Outside IR35

We are seeking an experienced Service Designer to support a major digital archiving programme within a highly regulated public-sector environment. You will work across operational, technical and compliance teams to understand user needs, visualise end-to-end services and shape practical, user-centred ways of working.

The Role

You will examine how users, processes, technology and governance interact across the service. Through research, collaborative workshops and service mapping, you will identify pain points, dependencies and improvement opportunities, turning complex findings into clear designs and actionable recommendations.

Key Responsibilities

• Engage with users, subject-matter experts and programme stakeholders to understand current services and operational needs.
• Produce end-to-end journey maps and service blueprints covering people, processes, systems and supporting activities.
• Investigate pain points, manual activities, cross-team hand-offs, dependencies and service risks.
• Design and document standard journeys, exception scenarios and operational workarounds.
• Collaborate with Business Analysts, Technical Architects and compliance specialists to inform requirements and solution decisions.
• Facilitate workshops and playback sessions, contributing clear findings and recommendations to programme deliverables.

Essential Experience

• Demonstrable experience as a Service Designer on complex digital, technology or transformation programmes.
• Strong capability in journey mapping, service blueprinting and user-centred design.
• Experience conducting user research, stakeholder engagement and collaborative design activities.
• Ability to understand services spanning multiple teams, technologies and organisational boundaries.
• Excellent workshop facilitation and stakeholder communication skills.
• Strong visual and written communication, with the ability to make complicated services easy to understand.
• Experience working alongside multidisciplinary teams, including Business Analysts and Technical Architects.

Desirable Experience

• Delivery experience within a regulated or strongly governed environment.
• Knowledge of GxP principles or regulated digital records and archiving.
• Exposure to healthcare, life sciences, data governance or information management programmes.
• An understanding of data integrity, compliance and governance considerations.

The Details

• Contract role – 6 months
• Outside IR35
• Rate: Circa £500p/d
• Remote

If you are an experienced Service Designer who can combine user-centred thinking with the demands of a regulated environment, please apply to discuss the opportunity.