Service Designer

To reach our ambitious goals, we are looking for Lead Service Designer to join the GUP (Government Unified Portal) team and shape the future of user-centered, inclusive, and accessible government services. You will champion service design across GUP, working closely with managers, digital leaders, and multidisciplinary teams to create seamless, efficient, and user-friendly services.

As an expert practitioner, you will set direction, assure the quality-of-service design delivery, and mentor designers to help Oman build world-class digital services.

• Set and lead the overall Service Design Strategy and Design Team for the GUP platform and its related ministerial services, ensuring services are user-centred, inclusive, and designed to meet user needs.
• Assured and governed design quality across multiple teams and services, ensuring all services met agreed accessibility, usability, UX guidelines, GUP design system, and Service Design Standards.
• Lead and coordinate user research activities, ensure insights translate into actionable improvements for services and user experiences.
• Establish and embed accessibility best practices, ensure digital services are inclusive for all users, including users with disabilities or additional needs.
• Oversee the development and delivery of user interfaces that are visually engaging, intuitive, and responsive across all channels and devices, adhering to the GUP Design System.
• Champion and embed evidence-based design practices, promote the use of user insights, data, and continuous feedback loops to inform design decisions.
• Communicated and advocated for user-centered design to senior stakeholders, build strong relationships and securing buy-in across departments.
• Iterate and improve ways of working, align service design practice with agile, iterative delivery models.
• Identify and create new design patterns and components where needed, promote reuse and consistency across services.
• Support design at a strategic level, help align service design activities with broader government goals, policies, and digital strategies.
• Evaluate if services meet the required design standards.
• Develop comprehensive training programs, labs and bootcamps designed to elevate the skills and capabilities of government entities in building user-centric digital services.

Essential:

• Minimum of 10 years of experience designing and delivering user-centered services, products, or experiences.
• At least 5 years’ experience in leading service design efforts across multidisciplinary teams, ideally within government or large-scale public-facing platforms.
• Demonstrated ability to lead and govern complex service design work across multiple services or products.
• Strong experience in leading user research, accessibility design, usability testing, and interface design for multi-channel digital services.
• Expertise in inclusive design and accessibility standards, ensuring services meet the needs of all users.
• Ability to communicate complex design ideas clearly and effectively to technical and non-technical audiences.
• Expertise in applying iterative, agile, and hypothesis-driven design methods.

Desirable:

• Experience designing and delivering services within a government context or regulated environments.
• Able to build service design capability across teams or organisations (e.g., through training, mentoring, or coaching).
• Knowledgeable in modern service design approaches, tools, and frameworks such as journey mapping, service blueprinting, quantitative and qualitative research, hypotheses and data-driven design.
• Experience working with senior leaders to shape strategy and decision-making through a user-centered design lens.
• Bachelor’s or Master’s degree in design, Human-Centered Design, User Experience or a related