B2 Service Designer

📍 Job Overview

Job Title: B2 Service Designer

Company: Scottish Government (Social Security Scotland)

Location: Glasgow, Scotland, United Kingdom

Job Type: Full-Time

Category: Government & Public Sector | Art & Design | Social Services | Technology

Date Posted: September 15, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• This role offers a unique opportunity to influence the design of vital public services within Social Security Scotland, focusing on user-centricity and evidence-based approaches.

• You will be part of an influential Service Design team, collaborating with multidisciplinary experts to craft well-thought-out designs that align with user needs and organizational outcomes.

• The position requires a strong understanding of how services impact users' lives, with a commitment to delivering services with dignity, fairness, and respect.

• Successful candidates will be trusted to make sound decisions, interpret research, and contribute to impactful design concepts and documentation within a government context.

📝 Enhancement Note: The job title "B2 Service Designer" and the mention of "Scottish Government" and "Social Security Scotland" clearly indicate a public sector role. The description emphasizes user-centered design, inclusive services, and collaboration with multidisciplinary teams, which are core tenets of modern service design within government. The "Success Profiles" framework is specific to UK Civil Service recruitment, further solidifying the context. This role is not a traditional "Revenue Operations" or "Sales Operations" role but falls under the broader umbrella of GTM (Go-To-Market) by focusing on the design and delivery of public services.

📈 Primary Responsibilities

• Lead and deliver user-centred service design initiatives within multidisciplinary teams, utilizing iterative and evidence-based approaches to design, prototype, test, and refine inclusive services that meet diverse user needs while balancing them against preferences and government context.

• Build and nurture strong stakeholder relationships by interpreting the needs of both technical and non-technical stakeholders, managing expectations effectively, fostering trusted relationships, facilitating challenging discussions, resolving disputes, and creating connections to improve overall service outcomes.

• Leverage evidence, insight, and critical thinking to inform decision-making by synthesizing large volumes of information, generating and testing multiple solutions, meticulously documenting iterations, recommending design decisions and associated risks, and balancing sustainability, complexity, and risk.

• Adapt and continuously improve ways of working by responding constructively to feedback, identifying and resolving team challenges, adapting to organizational and technological changes, contributing to best practices, and ensuring that feedback leads to meaningful and lasting improvements in service delivery.

• Define and champion design strategy, governance, and standards by establishing and evolving design patterns, recommending appropriate tools and methods, shaping policies and business requirements, and ensuring that all design outputs meet established standards.

• Conduct and champion user-centred research and discovery activities by collaborating closely with subject matter experts and end-users to gather and analyze evidence, prioritizing and defining approaches to understand user stories, advocating for accessibility and inclusion, and guiding others in understanding and meeting user needs and preferences.

• Effectively manage constraints and delivery challenges by identifying, communicating, and working within defined constraints, challenging their validity where appropriate, and enabling rapid, flexible delivery through informed decision-making and collaborative prototyping practices.

📝 Enhancement Note: These responsibilities are detailed and cover the full lifecycle of service design, from user research and stakeholder management to strategy, governance, and iterative delivery. The emphasis on "inclusive services," "diverse user needs," and "government context" is crucial for public sector roles. The mention of "balancing user needs against preferences and government context requirements" and "managing constraints" points to a practical, real-world application of design principles.

🎓 Skills & Qualifications

Education: While a relevant degree is not a strict requirement, a strong understanding of how services function to meet user needs is essential. The role emphasizes practical experience and demonstrated capability over formal qualifications.

Experience:

• Demonstrated experience in the design process, enabling the absorption of large amounts of conflicting information to generate and test designs effectively.

• Proven experience working with user research and other user-centred design practitioners to make inclusive design decisions that cater to the needs of a broad range of users. Required Skills:

• Service Design Expertise: Ability to lead and deliver user-centred service design, including prototyping, testing, and refining services.

• User Research & Insight Synthesis: Capability to conduct user research, interpret evidence-based findings, and integrate them into design concepts.

• Stakeholder Management & Communication: Skill in building strong relationships, managing expectations, facilitating discussions, and communicating complex ideas to both technical and non-technical audiences.

• Inclusive Design Principles: Commitment to and practical application of accessibility and inclusion in service design.

• Iterative Design & Prototyping: Proficiency in using iterative approaches and prototyping to develop and test service concepts.

• Critical Thinking & Problem Solving: Ability to analyze information, identify solutions, and make informed design decisions under constraints.

Preferred Skills:

• Experience with design strategy, governance, and establishing design standards.

• Familiarity with the Government Digital and Data Profession Capability Framework, specifically the Service Designer role.

• Experience within a public sector or government environment.

• Understanding of policy development and business requirements as they relate to service design.

• Proficiency in visual communication tools for design documentation and presentations.

📝 Enhancement Note: The "Success Profiles" framework, particularly the "Experience" criteria, directly informs the required skills. The inclusion of the Government Digital and Data Profession Capability Framework for Service Designers provides a clear benchmark for technical/professional skills, which will be assessed later in the process. The emphasis is on practical application rather than formal degrees, aligning with modern approaches to digital and service design roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies on Service Design Projects: Showcase end-to-end service design projects, detailing the problem, user research, design process, iterations, and outcomes.

• Demonstration of User-Centred Design: Highlight specific examples where user needs directly informed design decisions and led to improved service delivery.

• Evidence of Inclusive Design: Present projects that explicitly address accessibility, inclusivity, and the needs of diverse user groups.

• Stakeholder Collaboration Examples: Illustrate how you've managed diverse stakeholder needs, facilitated discussions, and built consensus.

• Documentation of Design Iterations: Provide examples of design documentation, including user flows, journey maps, wireframes, and prototypes, showing the evolution of a service.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in mapping existing service workflows and proposing optimized, user-centred alternatives.

• Implementation & Prototyping: Showcase how you've translated design concepts into tangible prototypes for testing and validation.

• Measurement & Performance Analysis: Explain how you've used data and feedback to measure the success of designed services and identify areas for improvement.

📝 Enhancement Note: While not explicitly stated as a "portfolio requirement," the detailed responsibilities and success profiles strongly imply the need for candidates to present evidence of their design process, user research, stakeholder management, and iterative development through case studies. The "Government Digital and Data Profession Capability Framework" also outlines specific skills that would typically be demonstrated in a portfolio.

💵 Compensation & Benefits

Salary Range: £39,767 - £45,472 per annum (Band 3, Scottish Government)

Benefits:

• Flexible working options: Including hybrid working arrangements.

• Supportive and inclusive working environment: Fostering a culture of respect and collaboration.

• Employee benefits: Comprehensive package typically including generous annual leave, pension scheme, and professional development opportunities.

• Civil Service Pension: Access to a competitive pension scheme.

• Generous Annual Leave: Typically starting at 25 days per year, plus public holidays.

• Professional Development: Opportunities for training, upskilling, and attending relevant conferences or workshops.

• Hybrid Working: A minimum of 2 days per week in the assigned Glasgow or Dundee office.

Working Hours: 35 hours per week, with a range of flexible working options available depending on role requirements.

📝 Enhancement Note: The salary range provided (£39,767 - £45,472) is consistent with Band 3 roles within the Scottish Government. The benefits listed are standard for public sector employment in the UK, with specific mention of flexible and hybrid working, which is a key aspect of this role's arrangement. The working hours are also standard for full-time roles in this sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector, focusing on Social Security and Citizen Services.

Company Size: As part of the Scottish Government, Social Security Scotland is a significant public body employing a large number of individuals across various roles and professions.

Founded: Social Security Scotland was established as an Executive Agency of the Scottish Government, with its operational launch in 2018, to administer devolved social security benefits.

Team Structure:

• Service Design Team: An influential group of designers specializing in crafting future services and visions collaboratively.

• Multidisciplinary Experts: The role involves working alongside a variety of specialists, indicating a cross-functional team environment.

• Reporting Structure: Likely reports into a Head of Service Design or similar leadership role within Social Security Scotland, with direct collaboration across various government departments and agencies.

Methodology:

• User-Centred Design: A core principle guiding all design activities.

• Evidence-Based Approaches: Decisions are informed by research, data, and user insights.

• Iterative Development: Services are designed, prototyped, tested, and refined through continuous cycles.

• Collaboration: Strong emphasis on working with multidisciplinary teams and stakeholders.

Company Website: http://www.socialsecurity.gov.scot/

📝 Enhancement Note: The context of Social Security Scotland as a public agency is vital. The culture is described as supportive and inclusive, with a strong emphasis on its mission to deliver life-changing services with dignity and respect. The "Success Profiles" framework and the Government Digital and Data Profession Capability Framework suggest a structured yet modern approach to digital service delivery within the public sector.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level Service Designer (equivalent to Band 3 within the Scottish Government structure). This level involves taking ownership of design tasks, working independently on defined objectives, and contributing significantly to larger projects under general direction.

Reporting Structure: The role reports into a Service Design Manager or Head of Service Design, with close collaboration with project managers, policy advisors, user researchers, developers, and other multidisciplinary team members.

Operations Impact: The impact of this role is direct and significant, influencing how citizens access essential social security benefits. Through user-centred design, the role aims to improve the accessibility, fairness, and efficiency of these services, thereby enhancing the lives of people across Scotland. This role contributes to the broader GTM strategy by ensuring the public can effectively access and benefit from government services.

Growth Opportunities:

• Skill Advancement: Deepen expertise in specific areas of service design, user research, accessibility, and inclusive design through on-the-job learning and potential training.

• Career Progression: Opportunity to advance to Senior Service Designer roles (higher bands) within Social Security Scotland or the wider Scottish Government, leading more complex projects and mentoring junior staff.

• Specialization: Develop expertise in particular service areas or design methodologies relevant to public sector services.

• Leadership Potential: Gain experience in leading design strategy, governance, and team collaboration, paving the way for future leadership opportunities.

📝 Enhancement Note: The career path within the Civil Service is typically structured by bands. Moving from a Band 3 Service Designer to a Senior role (e.g., Band 4) is a common progression, involving increased responsibility and complexity. The emphasis on continuous learning and skill development aligns with the Government Digital and Data Profession Capability Framework.

🌐 Work Environment

Office Type: Hybrid working model, requiring a minimum of 2 days per week in either the Glasgow or Dundee offices. The remaining days can be worked remotely.

Office Location(s): Glasgow and Dundee. Candidates will be assigned to one of these locations.

Workspace Context:

• Collaborative Environment: The office space will likely facilitate collaboration with multidisciplinary teams, offering meeting rooms and shared workspaces.

• Tools & Technology: Access to standard government IT infrastructure, design software, and collaboration tools.

• Team Interaction: Regular opportunities for face-to-face interaction with colleagues, managers, and stakeholders during office days, fostering team cohesion and effective communication.

Work Schedule: Standard 35-hour week with flexible working options, designed to accommodate project needs and personal work-life balance. This flexibility is crucial for balancing intensive design work with data analysis and stakeholder engagement.

📝 Enhancement Note: The hybrid model is clearly defined with a minimum office presence. This balance is typical for roles requiring both focused individual work (often done remotely) and collaborative team activities or stakeholder meetings (often done in-office). The mention of Glasgow and Dundee as primary office locations is important for candidates to consider.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit a CV and a Supporting Statement (max 750 words) demonstrating how you meet the Success Profiles (Experience, Behaviours: Seeing the Big Picture, Communicating and Influencing).

• Initial Sift: Applications may be sifted based on the first Experience criterion if a large number are received.

• Full Assessment: Successful candidates will have their applications fully assessed against all criteria.

• Technical Assessment: Service Designer skills from the Government Digital and Data Profession Capability Framework will be assessed.

• Potential Telephone Interview: May occur prior to the final interview stage.

• Final Interview: A comprehensive interview assessing all aspects of the role and candidate suitability.

• Information Session: A candidate information session is scheduled for September 24, 2026, to provide details about the role, team, and recruitment process.

Portfolio Review Tips:

• Curate Relevant Case Studies: Select 2-3 projects that best demonstrate your experience in user-centred service design, iterative development, stakeholder management, and inclusive design.

• Structure Your Case Studies: For each project, clearly outline:

  • The problem or user need.
  • Your specific role and responsibilities.
  • The research and discovery methods used.
  • The design process and iterations undertaken.
  • Key decisions made and why.
  • The final solution and its impact (quantify where possible).
  • Lessons learned.

• Highlight Impact and Outcomes: Focus on how your design work improved the service for users and met organizational objectives. Use metrics if available.

• Demonstrate Inclusivity: Explicitly show how you considered and incorporated accessibility and the needs of diverse user groups.

• Prepare to Discuss Your Process: Be ready to articulate your design thinking, methodologies, and why you chose specific approaches.

Challenge Preparation:

• Anticipate Design Challenges: Be prepared for scenario-based questions or a practical exercise related to designing a public service, identifying user needs, or overcoming design constraints.

• Focus on "Seeing the Big Picture": Demonstrate your ability to understand how your design work fits into the broader organizational strategy and government objectives.

• Prepare for Behavioural Questions: Practice answering questions using the STAR method (Situation, Task, Action, Result) for "Communicating and Influencing" and "Seeing the Big Picture."

• Understand the Government Context: Familiarize yourself with the mission of Social Security Scotland and the principles of public service design.

📝 Enhancement Note: The application process is multi-stage and rigorous, typical of government recruitment. The emphasis on "Success Profiles" and the technical skills assessment means candidates must prepare for both behavioural and practical design evaluations. The portfolio is not explicitly requested upfront but will be crucial for the technical assessment and interview stages. The information session is a key opportunity for candidates to gain direct insight.

🛠 Tools & Technology Stack

Primary Tools:

• Design Software: Proficiency in industry-standard design and prototyping tools such as Figma, Sketch, Adobe XD, or similar for creating wireframes, user flows, and interactive prototypes.

• Collaboration Platforms: Experience with tools like Microsoft Teams (mentioned in the job description for the information session), Slack, or other platforms for team communication and project management.

• Documentation Tools: Familiarity with tools for creating and sharing design documentation, such as Confluence, Google Workspace, or Microsoft Office Suite.

Analytics & Reporting:

• User Research Tools: Experience with tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, SurveyMonkey, Qualtrics).

• Data Analysis (Basic): Ability to interpret user feedback, analytics data, and research findings to inform design decisions.

CRM & Automation: (Less relevant for this specific role compared to Sales/RevOps, but awareness of how service delivery impacts user interaction points might be relevant)

• While not a primary focus, understanding how service design interfaces with customer relationship management or citizen feedback systems could be beneficial.

📝 Enhancement Note: The technology stack is inferred from the nature of a Service Designer role within a digital government context. The emphasis is on design and collaboration tools. Specific government systems are unlikely to be named, but general proficiency with common design and communication software is expected. The mention of Microsoft Teams for the information session suggests its potential use within the organization.

👥 Team Culture & Values

Operations Values:

• Dignity, Fairness, and Respect: Core values guiding the delivery of social security services.

• User-Centred: Placing the needs and experiences of citizens at the forefront of all design and service delivery.

• Inclusivity & Accessibility: Commitment to designing services that are usable by everyone, regardless of their background or abilities.

• Evidence-Based Decision Making: Relying on data, research, and insight to inform design choices and strategy.

• Collaboration & Teamwork: Working effectively within multidisciplinary teams and with stakeholders.

• Continuous Improvement: A drive to constantly refine and enhance services based on feedback and evolving needs.

Collaboration Style:

• Cross-Functional Integration: Actively working with policy, research, development, and operational teams to ensure holistic service design.

• Open Communication: Encouraging constructive feedback and open dialogue to improve design outcomes.

• Knowledge Sharing: Contributing to the broader Scottish Government service design community of practice, sharing learnings and best practices.

• Facilitation: Skilled in facilitating workshops and discussions to bring diverse perspectives together and drive consensus.

📝 Enhancement Note: The values of Social Security Scotland are explicitly stated in the job description and are central to the organization's mission. These values directly shape the team's culture and how work is approached, emphasizing a human-centric and ethical approach to public service design.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Government Constraints: Effectively navigating the complexities of public policy, budget limitations, and regulatory requirements while ensuring services remain user-centred and accessible.

• **Managing Diverse Stakeholder Expectations