Define service strategies and future state architectures
Lead multidisciplinary teams
As a Lead Service Designer in our Experience Design team, you will shape end to end, future state services that are human centred, data informed, and AI ready
Job Summary
As a Lead Service Designer in our Experience Design team, you will shape end to end, future state services that are human centred, data informed, and AI ready.
You will join our growing Digital Customer Experience (DCX) practice and play a key role in advancing our design approach, developing our culture, and maturing design capability across the organisation.
This is a highly impactful role where you can help lead some of the bravest digital and organisational transformations in the UK.
Matching Summary
As a Lead Service Designer in our Experience Design team, you will shape end to end, future state services that are human centred, data informed, and AI ready.
Skills & Requirements
Must-have
Lead complex service and product design
Define service strategies and future state architectures
Lead multidisciplinary teams
Prototype, test, and launch new services
Design and run research and insight programmes
Facilitate design sprints and co-creation activities
Create detailed service blueprints and journeys
Understand organisational, technical, and policy constraints
Guide clients through complex decisions
Influence long-term change
Co-lead evolution of Experience Design methodology
Mentor and develop service designers
Shape and contribute to Experience Design Partnership model
Support GDS Centre of Excellence activities
Contribute to hiring and onboarding
Support business development and client shaping
Nice-to-have
Human-centred, data-informed, AI-ready services
Transforming ambiguity into clarity and direction
Advancing design approach and culture
Maturing design capability across the organisation
Blending strategic leadership with hands-on craft
Shaping delivery and setting standards
Navigating bold transformation challenges
Positioning design as a powerful business lever
Building strong client relationships
Managing expectations with honesty
Identifying opportunities to extend engagements
Building an inclusive future
Working with technology and architecture teams
Key Requirements
Experience leading service design through full lifecycle
Track record of influencing senior stakeholders
Evidence of building design capability
Strong facilitation skills
Fluency in service design methods
Experience managing and leading multidisciplinary teams
Comfort operating in the gap between design and delivery
Ability to manage upwards and challenge constructively
Experience working across multiple sectors
Experience with GDS Service Standard and assessment processes
Understanding of accessibility requirements
Experience with developer experience research
Familiarity and commitment to developing AI design skills
Baseline Personnel Security Standard (BPSS) checks