Service Design Manager

£400 - £450 per day

Job description

Morgan Hunt are currently working with one of the UK's Government Executive Agencies in their search for an interim Service Design Manager to define customer and business outcomes and how the experiences and interactions flow, including which services underpin those journeys.

You will be responsible for developing service maps and blueprints to understand the flows of information and processes across multiple service providers. You will work with a range of business areas and specialists to create and visualise a detailed understanding of the organisations future customer offer while contributing to the development of a new service capability.

The successful postholder with have experience in Service Design across large transformation programmes (ideally in a regulated environment), with the ability to translate complex flows of information and processes into simplified blueprints and maps. You will be strong communicator and influencer with technical aptitude and a thorough understanding of business processes and customer journeys.

This is an interim opportunity and will offer the potential for extension and to go permanent based on performance and requirement.

Job Title: Service Design Manager

Location: Remote & London-based Working

Day Rate: £400.00 - £450.00 PAYE

Job Type: Temporary (initially 3 to 5 months - possible extension or to go permanent)

Hours: Full-time (37 hours per week)

Start Date: ASAP

Key Responsibilities

  • Further develop the organisation's customer strategy with clarity on customer needs, market focus, customer segments and channels
  • Further develop the organisations customer propositions with clarity on the customer need, organisational offer, the features of this offer, the channels, target service levels, measurement etc.
  • Work closely with the Web Product Owner to develop detailed assets that support our offering
  • Analysing failure within existing services, identifying root causes for that failure and creating services and propositions that address those issues
  • Lead the development of end-to-end journey maps and service blueprints
  • Outline capability gaps in the future organisational model which fall out from service blueprint analysis, highlighting implications, trade-offs and supplier role/responsibility considerations
  • Actively support the translation of these into:
    • Aspects of governance, processes, systems
    • Requirements and evaluation criteria for suppliers (as required)
  • Contribute specialist experience to the development of a Service Design capability

Person Specification

  • Demonstrable broad discipline experience in a Service Design or UX role (including experience developing service maps/blueprints and journey mapping)
  • Excellent stakeholder engagement skills including communicating and influencing
  • Experience of working on digital transformation programmes in large, complex organisations
  • Experience designing services that meet user needs delivered in an outsourced model
  • Experience of translating strategy into design that ensures user needs and business requirements are being met
  • Experience leading the analysis and synthesis of outputs from workshops and other research/design activity, for instance, user journeys and service flows
  • Demonstrable strategic thinking and problem solving skills with the ability to influence others to drive change
  • Superb collaboration skills across multidisciplinary teams i.e. finance, compliance, IT, product, channel

Please contact to find out more information regarding this fantastic opportunity for a Service Design Manager based in London.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.


Alfie Robinson
Senior Consultant - Governance & Legal
Charity Team / Professional Services Team
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