Lead Service Designer
Posted 8 days ago by VE3
London, United Kingdom Posted on 26/06/2025
VE3 is a technology and business consultancyfocused on delivering end-to-end technology solutions and products. We havesuccessfully serviced enterprises across multiple markets, including the publicand private sectors. Our services span all aspects of business, providing aholistic approach to managing an organization. We are committed to providingtechnical innovations and tools that empower organizations with criticalinformation to facilitate decision-making that results in businesstransformation through cost savings and increased operational efficiency. Ourcommitment to quality is adopted throughout the organization and sets thefoundation for delivering our full suite of capabilities.
Job Title: Lead ServiceDesigner
Role Summary:
We are seeking a Lead ServiceDesigner to guide the end-to-end service design of a complex, multi-stakeholderdigital platform. This role will be responsible for understanding and mappinguser journeys across multiple actors, aligning digital and operationaltouchpoints, and ensuring that the service is cohesive, intuitive, andaccessible to all users. Working at the intersection of user research, productstrategy, and technical delivery, the Lead Service Designer plays a pivotalrole in shaping how the service delivers value to its users and stakeholders.
Key Responsibilities
1. Service Blueprinting andExperience Mapping
- Design, document, and evolve service blueprints,mapping the user experience across digital and offline channels.
- Ensure that service journeys account for diverseuser roles (e.g. administrators, regulators, external partners, internalanalysts).
- Align front-stage (user-facing) and back-stage(operational and system) processes in ways that enable a seamless userexperience.
- Analyse existing "as-is" journeys (based on priordiscovery or alpha research) to identify pain points, redundancies, andinefficiencies.
- Design "to-be" journeys that reflect serviceimprovements, supported by validated user needs and organisationalconstraints.
- Support development of service KPIs by identifyingmeasurable success indicators across the user journey.
3. Stakeholder Co-Design andEngagement
- Facilitate collaborative design sessions andworkshops with end users, subject matter experts, and technicalstakeholders.
- Translate stakeholder insights and organisationalconstraints into service propositions that balance desirability,feasibility, and viability.
- Champion inclusive service designprinciples-ensuring all users, including those with access needs, areconsidered in every design decision.
4. Collaboration withMultidisciplinary Teams
- Work closely with User Researchers, ProductManagers, Delivery Managers, and Technical Architects to co-definerequirements and validate service designs.
- Translate service journeys into actionableartefacts (e.g. wireframes, design specifications, process flows) fordelivery teams.
- Ensure that design decisions align with GDS/NHSservice standards, accessibility requirements (e.g. WCAG 2.2 AA), and gooddigital governance.
5. Communication and Alignment
- Present complex journey maps and service proposalsto internal and external audiences, including senior decision-makers anddelivery teams.
- Produce design artefacts that clearly communicatethe value of service changes, and ensure alignment across business,delivery, and user needs.
- Support business change and implementation planningby highlighting service transition impacts.
Essential Skills andExperience
- Proven track record of leading service design forcomplex digital platforms or government/public sector services.
- Strong understanding of service mapping, journeydesign, experience strategy, and user-centred design principles.
- Demonstrated ability to synthesise researchinsights, technical constraints, and business goals into coherent servicedesigns.
- Experience facilitating co-design and participatoryworkshops with diverse stakeholder groups.
- Familiarity with multi-channel service deliveryenvironments, including integrations with legacy or third-party systems.
- Excellent visual communication and artefactcreation skills (e.g. service maps, blueprints, journey diagrams).
- Previous work within health, life sciences, orregulated sectors, particularly in services involving suppliers, datavalidation, and regulatory requirements.
- Experience working with structured datasets,catalogues, or enterprise systems such as inventory management,procurement platforms, or regulatory databases.
- Knowledge of NHS or GDS design patterns, GOV.UKdesign system, and designing services that meet the Service Standard andpass service assessments.
- Understanding of FHIR, GS1, or UDI data standardsand how these relate to service interactions.
Certifications and Training(Desirable)
- Certified Service Designer (e.g. through SDN oraccredited institution).
- Agile training or certifications (e.g. SAFe,AgilePM, ICAgile).