Service Designer

As a Midweight Service Designer at Tangity, you’ll play a key role in designing and delivering human-centred public services within agile, cross-functional teams. With 3-5 years of experience in service design, you’ll bring expertise in translating complex policy and organisational challenges into clear, user-centred service experiences.

You’ll lead service design activities from framing challenges and conducting user research to mapping end-to-end journeys and developing holistic service models that meet both user needs and government objectives.

Applicants must be SC clearable, have proven experience with GDS (Government Digital Service) standards and be able to demonstrate their work through a portfolio, case study or work samples.

• Scope, plan, and collaborate in service design activities across all phases of design and delivery
• Conduct mixed-method user research (interviews, contextual inquiries, usability testing, surveys, etc.) to uncover user needs and pain points
• Map and visualise services across layers (e.g. service blueprints, customer journeys, ecosystem maps, process diagrams) to reveal opportunities and drive alignment
• Synthesise research insights and identify patterns using frameworks such as Jobs to Be Done, service safaris, personas, and value proposition canvases
• Facilitate co-creation sessions, ideation workshops, and playback sessions with stakeholders and users
• Prototype service components and touchpoints (e.g. scripts, flows, mock service experiences) to test desirability and feasibility
• Translate insights into actionable service improvements, opportunity areas, and design recommendations
• Communicate complex service concepts and journeys through compelling storytelling and artefacts
• Embed accessibility and inclusive design principles throughout the service lifecycle
• Contribute to the ongoing development of Tangity’s service design practice, methods, and tools

Must Have:

• 3-5 years of relevant experience in Service Design or a related discipline
• Strong portfolio demonstrating end-to-end service design capability across sectors or domains
• Knowledge of accessibility standards (e.g., WCAG) and proven experience with GDS (Government Digital Service) standards
• Confident in applying human-centred design principles and inclusive design practices
• Experienced in mapping services, synthesising insights, and facilitating collaborative workshops
• Proficient in communicating design concepts visually and verbally to stakeholders
• Familiar with agile environments and working in multidisciplinary product teams
• Strong written and verbal English communication skills

Nice to have:

• Degree in Service Design, UX, HCI, or a related discipline
• Experience working in complex, regulated sectors such as banking or insurance
• Interest in systems thinking or organisational design, applying service design to drive broader transformation