Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Medicines and Healthcare products Regulatory Agency (MHRA)

Location: Leeds, England, United Kingdom

Job Type: Full-time, Fixed-term contract (until November 30, 2026)

Category: Digital and Service Design / User-Centred Design

Date Posted: April 22, 2026

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic design and delivery of complex government services, ensuring user-centricity and alignment with organizational objectives.

• Mentor and manage other designers within the User-Centred Design (UCD) practice, fostering team growth and expertise.

• Utilize user research and data analysis to inform critical design decisions, create impactful service blueprints, and map customer journeys.

• Champion user needs and advocate for best practices in digital service design within a regulated public sector environment.

• Contribute to the development and optimization of digital capabilities within the MHRA's Digital and Technology Group.

📝 Enhancement Note: This role is positioned as a Senior Service Designer within a government agency, implying a focus on public service delivery, adherence to specific standards (like GDS), and a strong emphasis on user needs in a regulated context. The contract duration and potential digital allowance suggest a critical, project-driven need for experienced design leadership.

📈 Primary Responsibilities

• Lead the end-to-end service design process for significant programs, ensuring holistic thinking from strategic priorities to detailed execution.

• Provide expert guidance on selecting appropriate design methodologies, assessing options, and prioritizing tasks based on agency needs and strategic goals.

• Actively mentor, coach, and potentially line manage other service designers, contributing to the growth of the UCD practice.

• Design services with a deep understanding of MHRA's internal and external customers, translating their needs into functional and user-friendly digital solutions.

• Develop and refine key service design artifacts, including comprehensive service blueprints, customer journey maps, and user flow diagrams.

• Leverage evidence derived from user research and data analytics to inform design decisions, identify service improvements, and influence stakeholders.

• Collaborate closely with user researchers to interpret findings, validate design concepts, and ensure the alignment of services with user needs.

• Facilitate workshops and design sprints to explore problems, generate innovative solutions, and build consensus among diverse stakeholder groups.

• Advocate for and uphold the GDS Service Standard and user-centred design principles throughout the project lifecycle.

• Contribute to the continuous improvement of the Digital and Service Design Group's processes, tools, and methodologies.

📝 Enhancement Note: The responsibilities emphasize leadership, mentorship, and strategic input, aligning with a senior-level role. The mention of "large or complex programmes" and "holistic thinking" points to a need for experience in navigating intricate, multi-faceted projects typical of government initiatives.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 5-10 years of progressive experience in service design, with a proven track record of leading design initiatives.

• Substantial experience working within a User-Centred Design (UCD) approach and methodology.

• Proven experience working within agile delivery frameworks (e.g., Scrum, Kanban) and a strong understanding of the GDS Service Standard.

• Demonstrated experience advocating for user needs, using research and data to identify problems, inform design decisions, and influence stakeholders effectively.

• Experience in explaining complex design ideas and concepts through visualization, sketching, wireframing, and prototyping.

• Experience coaching, mentoring, or supporting the professional development of other designers.

Required Skills:

• Advanced proficiency in service design principles and methodologies.

• Expertise in creating service design artifacts such as service blueprints, customer journey maps, and user flows.

• Strong skills in user research synthesis and data analysis to drive design decisions.

• Excellent stakeholder management and communication skills, with the ability to influence at various levels.

• Experience with agile development methodologies and principles.

• Ability to visualize, sketch, and prototype design concepts.

Preferred Skills:

• Experience working within the UK public sector or government agencies.

• Familiarity with the MHRA's regulatory domain and its impact on service design.

• Experience with specific GDS assessment criteria and standards.

• Proficiency in a range of design and prototyping tools.

• Business analysis and change management skills.

📝 Enhancement Note: The qualifications highlight a blend of technical design skills, leadership qualities, and experience within specific frameworks (Agile, GDS) relevant to government digital services. The emphasis on "equivalent professional experience" for a degree is common in senior roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a range of service design projects, demonstrating expertise in user-centred design principles.

• Projects should highlight the ability to lead design on complex programs, from conception to delivery.

• Evidence of creating and utilizing key service design artifacts (service blueprints, customer journeys) to drive impactful outcomes.

• Case studies that clearly articulate the problem, the design process, user insights, design solutions, and demonstrable business or user benefits.

Process Documentation:

• Demonstrated ability to document and articulate design processes clearly, including methodologies used, rationale for choices, and outcomes.

• Experience in working within agile delivery frameworks and adhering to standards like the GDS Service Standard, which requires clear process documentation.

• Examples of how design processes were adapted or improved to meet specific project or organizational needs.

📝 Enhancement Note: While not explicitly stated as a "portfolio submission" requirement, the interview and presentation stages strongly imply the need for candidates to present their work and demonstrate their process. This section infers the typical expectations for a Senior Service Designer role requiring a strong portfolio to evidence their skills and experience.

💵 Compensation & Benefits

Salary Range:

• The base salary range for this role is not explicitly stated. However, the mention of a "Digital Allowance of up to £20,371 per annum" for exceptional candidates suggests a competitive base salary alongside this potential bonus.

• Based on UK Civil Service pay scales for Senior roles in specialist areas like Digital and Design, and considering the experience level (5-10 years), a likely base salary range would be between £45,000 and £65,000 GBP per annum. The total compensation, including the digital allowance, could therefore range up to approximately £65,371 to £85,371 GBP.

Benefits:

• Flexible working arrangements.

• Hybrid working model with a minimum of 8 days per month in the Leeds office.

• Potential for a significant Digital Allowance (up to £20,371 per annum) for exceptional candidates.

• Civil Service Pension scheme.

• Opportunities for professional development and training within the UCD practice.

• Access to government-wide initiatives and resources.

Working Hours:

• Full-time: Approximately 40 hours per week.

• A hybrid working model is in place, requiring a minimum of 8 days per month in the Leeds office, with flexibility for remote work for the remainder of the time, adjustable based on business needs.

📝 Enhancement Note: Salary estimation is based on UK Civil Service pay scales for comparable roles and the explicit mention of a substantial "Digital Allowance." Benefits are derived from standard government offerings and specific mentions in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (Regulatory Agency)

Company Size: Approximately 1,300 staff.

Founded: The Medicines and Healthcare products Regulatory Agency (MHRA) has a long history, with its modern form established through various mergers and reorganizations, but its core functions as a regulatory body are well-established.

Team Structure:

• The role sits within the Digital and Service Design (D&SD) Group, which is part of the larger Digital and Technology Group (DTG).

• The D&SD Group operates as a centre of excellence, providing services such as user research, design, business analysis, change management, and product management.

• The Senior Service Designer will lead within the User-Centred Design (UCD) practice and may have line management responsibility for another service designer.

Methodology:

• The agency is committed to implementing user-centred design (UCD) and agile delivery frameworks.

• There's a strong emphasis on using evidence from research and data to inform decisions and drive service improvements.

• Adherence to the GDS Service Standard is a key operational methodology.

• The Digital and Technology Group is focused on optimizing IT infrastructure, maximizing data use, and delivering a portfolio of change initiatives.

Company Website: https://www.gov.uk/government/organisations/medicines-and-healthcare-products-regulatory-agency

📝 Enhancement Note: The company context emphasizes its role as a regulatory body, the importance of its Digital and Technology Group, and the specific structure of the Digital and Service Design Group. The "practice-based model" suggests a focus on professional communities of practice.

📈 Career & Growth Analysis

Operations Career Level: Senior / Lead within a specialized function (Digital & Service Design). This role involves both hands-on design work and leadership responsibilities, including potential line management. It sits at a level where strategic input and process improvement are expected.

Reporting Structure:

• The Senior Service Designer will likely report to a Head of Service Design, Head of UCD, or a similar leadership role within the Digital and Service Design Group.

• They will also have direct reports (at least one other Service Designer).

Operations Impact:

• The role's impact is directly tied to improving the efficiency, effectiveness, and user experience of digital services provided by MHRA.

• By designing better services, the role contributes to the agency's core mission of regulating medicines and healthcare products, ultimately impacting public health and safety.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, UCD, or digital transformation within the public sector.

• Leadership: Progress into roles with broader management responsibilities, such as Head of Service Design or Head of UCD, overseeing larger teams and more extensive portfolios.

• Cross-functional Movement: Gain exposure to product management, business analysis, or change management within the DTG, potentially leading to hybrid roles.

• Policy Influence: Contribute to shaping the agency's digital strategy and service design standards.

• Industry Recognition: Develop a strong profile within the government digital community through high-impact projects and potential contributions to GDS standards or best practices.

📝 Enhancement Note: This analysis focuses on the career trajectory and impact typical for a senior role in a government digital team, emphasizing both specialist growth and leadership potential.

🌐 Work Environment

Office Type: Government agency workplace with a hybrid working model.

Office Location(s): Primarily based at 7-8 Wellington Place, Leeds.

Workspace Context:

• The role is based in a modern office environment in Leeds, designed to support collaboration.

• The hybrid model encourages a balance between focused individual work (potentially remote) and collaborative activities (in-office).

• Expect a professional, structured environment common in government organizations, with a strong emphasis on process, compliance, and public service delivery.

Work Schedule:

• Standard full-time hours (approx. 40 hours/week).

• Flexible hybrid working is a key feature, allowing for a balance between in-office collaboration (minimum 8 days/month) and remote work.

• The nature of government projects may occasionally require flexibility around deadlines or specific events.

📝 Enhancement Note: The description of the work environment highlights the hybrid nature and the specific Leeds office location, contextualizing it within a government agency setting.

📄 Application & Portfolio Review Process

Interview Process:

• Application Form & Statement of Suitability: Candidates must complete an online form, including a statement of suitability (max 250 words) demonstrating how they meet the person specification. CVs are not used in the initial review.

• Presentation: Candidates will be required to prepare and deliver a presentation as part of the interview stage. Details will be provided upon reaching this stage. This is likely to showcase design thinking, problem-solving, and communication skills.

• Interview: A panel interview will assess candidates against Behaviour, Experience, Technical, and Strengths Success Profiles. This will include questions related to the role's requirements and the candidate's suitability for the MHRA environment.

• Sift: If a high volume of applications is received, an initial sift will be conducted based on the lead criterion: "Experience of advocating for people and user needs in all aspects of design work, using user research and data to identify problems, inform design decisions, and influence stakeholders."

Portfolio Review Tips:

• Curate Select Examples: Choose 2-3 of your most impactful service design projects that best demonstrate your senior-level capabilities, leadership, and impact.

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

  • The problem statement and context (e.g., complex regulatory environment).
  • Your role and responsibilities, emphasizing leadership and strategic input.
  • The user research and data insights that informed your approach.
  • The design process and methodologies employed (e.g., UCD, Agile).
  • Key service design artifacts created (e.g., blueprints, journey maps).
  • Design solutions and rationale.
  • Measurable outcomes and impact (e.g., improved efficiency, user satisfaction, business benefits).

• Demonstrate Advocacy: Explicitly show how you advocated for user needs and influenced stakeholders with evidence.

• Highlight Mentorship: Include examples of how you've coached or mentored other designers.

• Tailor to MHRA: If possible, subtly align your portfolio examples with the challenges or context of a regulatory agency or public service.

• Prepare for Presentation: Be ready to present your portfolio work concisely and engagingly, focusing on the story, your decision-making, and the impact.

Challenge Preparation:

• Presentation Focus: Prepare thoroughly for the presentation component. Understand the likely format (e.g., a case study analysis, a design challenge response) and practice delivering it within a set timeframe. Focus on clear communication, strategic thinking, and demonstrating your design process.

• Success Profiles: Familiarize yourself with the Civil Service Success Profiles framework. Understand the behaviours (Managing a Quality Service, Seeing the Big Picture, Communicating and Influencing, Delivering at Pace) and how to provide evidence for them using the STAR method (Situation, Task, Action, Result).

• Technical & Experience Questions: Be ready to discuss your experience with UCD, agile, GDS standards, stakeholder management, and data-driven design in detail. Prepare specific examples for each criterion.

• Strengths: Understand the "Strengths" criteria (Motivator, Challenger, Influencer) and be prepared to discuss how you embody these in your work.

📝 Enhancement Note: This section provides detailed advice on navigating the Civil Service Success Profiles process, emphasizing the importance of the statement of suitability and preparing for the presentation component.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Proficient use of tools such as Figma, Sketch, Adobe XD, Axure, or similar for wireframing, prototyping, and creating visual designs.

• Diagramming & Documentation Tools: Expertise in tools like Miro, Mural, Lucidchart, Visio, or similar for service blueprints, journey mapping, and workflow visualization.

• Collaboration Platforms: Proficiency with Microsoft Teams, Slack, Confluence, Jira, and other collaboration and project management tools common in agile environments.

Analytics & Reporting:

• Experience using analytics platforms (e.g., Google Analytics, Adobe Analytics) to gather user behaviour data.

CRM & Automation:

• While not explicitly mentioned, understanding how services interact with backend systems, databases, or potentially CRM-like structures for citizen/stakeholder management is beneficial.

• Familiarity with workflow automation concepts may be advantageous.

📝 Enhancement Note: The tools listed are standard for service designers, with an emphasis on collaboration and visualization in an agile, government context.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value is placing the needs and experiences of users (citizens, internal staff) at the forefront of all design and service delivery efforts.

• Evidence-Based Decision Making: Emphasis on using research and data to validate assumptions, inform design choices, and measure impact.

• Collaboration & Partnership: Fostering strong working relationships across diverse teams and with external stakeholders to achieve shared goals.

• Excellence & Quality: A commitment to delivering high-quality, effective, and efficient services that meet regulatory standards and public expectations.

• Continuous Improvement: A culture that encourages learning, adaptation, and ongoing optimization of processes and services.

Collaboration Style:

• Cross-functional Integration: Expected to work closely with user researchers, product managers, business analysts, developers, and policy experts.

• Open Communication: An environment that values clear, honest communication and constructive feedback.

• Agile Mindset: Embracing iterative development, flexibility, and a proactive approach to problem-solving.

• Stakeholder Engagement: Skilled in engaging with stakeholders from various disciplines and levels, building consensus, and managing expectations.

📝 Enhancement Note: These values and collaboration styles are inferred from the role's description, the nature of government work, and the emphasis on UCD and agile practices.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Regulatory Environments: Designing services within a highly regulated field like medicines and healthcare requires a deep understanding of compliance, policy, and potential constraints.

• Balancing User Needs with Government Objectives: Ensuring that user needs are met while also fulfilling the strategic priorities and operational requirements of a government agency.

• Stakeholder Management: Engaging and influencing a wide array of stakeholders with potentially differing priorities and levels of digital literacy.

• Legacy Systems & Processes: Potentially working with or integrating services with older systems and established bureaucratic processes.

• Fixed-Term Contract: Adapting to the project-based nature and potential for transition at the end of the contract period.

Learning & Development Opportunities:

• Deep Dive into Public Sector Digital: Gain extensive experience in government digital standards (GDS) and public service design principles.

• Service Design Leadership: Develop leadership skills through mentoring, line management, and leading complex design initiatives.

• Cross-Disciplinary Exposure: Work alongside experts in regulation, science, policy, and technology, broadening understanding of the agency's mission.

• Professional Development: Access to internal training, workshops, and potentially external conferences related to service design, UCD, and digital transformation.

• Networking: Build a strong professional network within the UK government digital community.

📝 Enhancement Note: Challenges are derived from the nature of working in a regulatory government agency, while growth opportunities are aligned with senior-level progression in digital and design fields.

💡 Interview Preparation

Strategy Questions:

• Service Design Leadership: "Describe a time you led the design of a complex service from inception to delivery. What were the key challenges, how did you overcome them, and what was the impact?" (Focus on your strategic approach, stakeholder management, and UCD advocacy).

• Mentorship & Team Development: "How have you mentored or coached other designers? Provide an example of how you helped someone develop their skills or overcome a design challenge." (Demonstrate your leadership and ability to uplift the team).

• Data-Driven Design: "Tell us about a time you used user research or data to significantly influence a design decision or overcome stakeholder resistance." (Highlight your analytical skills and ability to advocate with evidence).

• GDS & Agile Experience: "How have you applied the GDS Service Standard or worked within an agile framework to deliver digital services? What are the pros and cons you've experienced?" (Show practical application and understanding of these critical components).

• Problem Solving: "Imagine MHRA is looking to improve the process for [specific regulatory task]. How would you approach designing a better service for this, considering both users and regulatory requirements?" (Demonstrate your structured approach to problem-solving and service design).

Company & Culture Questions:

• "What interests you about working for the MHRA specifically, and how do you see your skills contributing to our mission of regulating medicines and healthcare products?" (Show genuine interest and alignment with the agency's purpose).

• "How do you stay updated on the latest trends in service design and user-centred design, particularly within the public sector?" (Demonstrate commitment to continuous learning).

Portfolio Presentation Strategy:

• Tell a Story: Frame your portfolio pieces as compelling narratives, not just a list of outputs. Focus on the journey from problem to solution and impact.

• Highlight Your Role: Clearly articulate your specific contributions, especially in leadership, strategy, and problem-solving.

• Show, Don't Just Tell: Use visuals (screenshots, diagrams, prototypes) to illustrate your points.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your designs (e.g., improved completion rates, reduced errors, efficiency gains).

• Be Concise and Focused: Respect time limits. Prioritize the most relevant aspects of your work that align with the job description.

• Prepare for Q&A: Anticipate questions about your process, decisions, and challenges.

📝 Enhancement Note: These questions are crafted to align with the Success Profiles framework and the specific requirements of a Senior Service Designer role in a government context.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided Oracle Cloud portal link.

• Craft a Compelling Statement of Suitability:

  • Focus on directly addressing the person specification criteria, particularly the lead sift criterion related to advocating for user needs with research and data.
  • Use concrete examples from your experience to demonstrate how you meet each requirement.
  • Ensure your statement is concise (under 250 words) and impactful, highlighting your senior-level expertise and leadership capabilities.

• Prepare Your Portfolio for Presentation:

  • Select 2-3 key projects that best showcase your service design leadership, user advocacy, and ability to deliver impact in complex environments.
  • Rehearse your presentation, focusing on storytelling, clear articulation of your process, and quantifiable results.

• Research the MHRA:

  • Understand the agency's mission, its role in public health, and its digital transformation efforts.
  • Familiarize yourself with the GDS Service Standard and principles of government digital service delivery.

• Prepare for Success Profiles:

  • Review the Behaviour, Experience, Technical, and Strengths criteria.

  • Prepare specific examples using the STAR method (Situation, Task, Action, Result) to answer interview questions effectively.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.