UX Service Designer

  • Job ref:


  • Location:

    Edinburgh, Scotland

  • Sector:


  • Job type:


  • Salary:

    £450 - £500 per day

  • Contact:

    Liam Parsons

  • Email:

  • Published:

    about 2 years ago

  • Duration:


  • Start date:


  • Consultant:


UX Service Designer

6 month intial contract

Based in Edinburgh with some travel to Glasgow

3+ years experience of UX and Service Design

We are looking for an experienced UX Service Designer to join us on a project for the Scottish Government.

The candidate should to have strong experience in Service Design methodologies and deliverables. UX Research and UX Architecture should be implicit in your experience and skill set.

You will be working in an Agile environment, so Agile knowledge and experience is important.

About the Project

  • You will be based in Edinburgh with occasional travel to Glasgow.

  • The programme you will be working on is a core part of the new Scottish Social Security agency. The agency will eventually process payments and applications which will ultimately be worth £3.3bn.

  • The migration of devolved benefits will be implemented in a series of waves. You will be part of wave-2, the first benefit to be delivered is Disability living allowance for disabled children.


  • Carry out UX SD research tasks, produce and present research artefacts and reports that are relevant and consumable to the business and project teams, including, as appropriate to the Service Design requirements, stakeholder, SME and user interviews, ethnographic considerations, run workshops or focus groups, competitor analysis, BI data review, process and flow identification, service design blueprinting, gather service performance benchmark data, systems architecture review, ecosystem relationship models, staff training and numbers, review service level agreements. Ability to identify process fail points and process execution time frames and how they affect productivity and profitability.

  • Hypothesise, create and test service architecture (physical and digital), including, as appropriate to the Service Design insights, Service Design Blueprints (lo-fi & hi-fi), Systems Architecture, user journeys, create process flows, user types, familiarity with data journey modelling, as-is and to-be business use case presentations. Align business services, touch points and technologies with customer journeys. Carry out presentations to management, stakeholders and project teams.

  • Articulate complex data and needs in simple, verbal or visual terms to stakeholders, project team members and users.

  • Enforce best practice UX solutions and educate team members where necessary

Skills and Experience

  • 3+ years experience of UX and Service Design

  • Technology and systems architecture knowledge.

  • Experience delivering Service Design in complex organisational environments.

  • Strong capabilities in Visio or Omnigraffle

  • Strong collaborator

  • Agile environment skills and experience.

  • Stays current and proficient in user-centered design techniques and UX methodologies

  • Excellent communications skills with members of business, technology and users

  • Experience carrying out UX research tasks and creating artefacts and presenting findings.

  • Strong organisational, analytical and problem solving skills.

  • Interrogates ambiguity and validates value propositions, functions, opinions and strategic goals.

  • Experience and ability to communicate with a range of audiences, from leadership to delivery team members.


  • Experience working in Government or public sector environments

  • Formal Service Design training or qualifications