Senior Service Experience Designer

Capita plc.; Remote; GBP 55,000; Full time

Job summary

A leading service provider in the UK is seeking a Senior Service Experience Designer to build a modern learning ecosystem for the Civil Service. This home-based role involves collaboration with teams to design accessible and effective services, enhancing user experiences through research and analysis. Ideal candidates have service design experience within governmental contexts and a strong focus on user needs. Join a dynamic team committed to improving public services for everyone.

Benefits

Salary up to £55,000 pro rata

23 days' holiday pro rata

Company matched pension

Paid volunteering days

Opportunities for additional qualifications

Qualifications

• Proven track record in service design.
• Experience with government or complex systems.
• Strong understanding of user diversity.

Responsibilities

• Collaborate with teams to deliver design solutions.
• Facilitate workshops and analyze user journeys.
• Conduct user research and data-driven analysis.

Skills

Service design

User-centered design

Agile methodologies

Design thinking

Research methods

Education

Experience in complex systems

Job description

Senior Service Experience Designer page is loaded## Senior Service Experience Designerremote type: Praca z domulocations: Home-Based - GBRtime type: Zatrudnienie w pełnym wymiarze godzinposted on: Opublikowano dzisiajjob requisition id: 10114740Help reimagine civil service learning. Fixed term, homebased contract until September 2026.**Job title:**Senior Service Experience Designer**Job Description:**At Capita, LF2.0 is building a modern, joined‑up learning ecosystem for the UK Civil Service—spanning digital and face‑to‑face delivery, data, and evaluation—so people can learn faster and prove what works. We’re hiring **senior** and **mid‑weight** service designers to map the end‑to‑end ecosystem, design accessible, GDS‑aligned service, and co‑create with partners across education and technology.**What we are looking for:*** Committed service designer with a proven track record, preferably working within local or central government or experience with complex systems* Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.* Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues through user-centered methods.* Familiarity of GDS, design thinking, UCD methodologies and principles, as well as social sciences* Strong understanding of quantitative and qualitative research methods, conducted in person and remotely.* Strong understanding of the diversity of users and the need to make services, products, policies and designs usable and accessible for everyone.* Applies active listening and emotional intelligence whilst communicating to colleagues and clients to build effective interactions.* Rapidly absorbs new information and applies it effectively.* Comprehend corporate processes, ways of working and shares a positive outlook.You’ll work across Core Skills and Specialist pathways, test with real users, and improve continuously through evidence and feedback. If you thrive on complex, multi‑team challenges and want to make public services better for everyone, we’d love to hear from you.**What you’ll be doing:*** Collaborate with designers, product managers, developers, business analysts and other stakeholders to execute design solutions that align user and business needs and technical constraints in an agile environment.* Facilitate and analyse journeys, map out processes, and share insights with the team to optimise user experience efficiently.* Present and share findings with the wider team in an engaging and collaborative manner, simplifying complex information into visual formats to enhance stakeholders’ / end users’ understanding of the service and identify opportunities for improvement.* Plan, design and facilitate collaborative stakeholder and/or customer workshops that support and drive the project forward.* Utilise design thinking to solve complex business and user problems to help set direction.* Embed good practices within teams and ensure quality of design delivery. Advocate inclusive practices and help teams design and deliver accessible services that work for all users.* Conduct user research, perform data-driven analysis, use evidence-based design methods and shares findings to the relevant teams.* Facilitate co-creation by building successful teams and engaging stakeholders.* Supports synthesis of research and the creation of insights, reports and presentations.* Apply a range of research methods to analyse research data and synthesise findings for an effective outcome based within the project timescales to inform design decisions and iterations.* Ability to identify target users and segments to maximise the chances of design success for systems, products, services, or devices* Effectively engage sceptical colleagues in analysis and synthesis.* Plan service design activities for services with challenging user needs and complex user journeys.* Demonstrate good interpersonal skills and presentation skills to communicate with clients / project teams clearly and eloquently.* Plan and drive service design activities, providing expert advice and guidance to support the adoption of agreed approaches**About Capita**Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.**Check out our website** **for more information*** A salary of up to £55,000 pro rata dependant on experience* Homebased working* 23 days’ holiday pro rata with the opportunity to buy extra leave* company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more* volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office* access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform* opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career**Unlock Your Potential with Capita**At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.**Join us and discover a career with purpose. #CareersWithPurpose** Customer first, always Fearless innovation Achieve together Everyone is valued**What we hope you’ll do next:**Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [e-mail] and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.**Location:**Home-Based - GBR,Zjednoczone Królestwo**Time Type:**Zatrudnienie w pełnym wymiarze godzin**Contract Type:**Czas określony (Fixed Term)**Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate