Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Registers of Scotland

Location: Edinburgh or Glasgow, United Kingdom (Hybrid)

Job Type: Permanent

Category: User Centred Design / Digital, Data and Technology

Date Posted: 2026-08-26

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

Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end design and optimization of complex service journeys, ensuring seamless digital and offline experiences for users across Registers of Scotland (RoS).

• Drive the adoption and maturity of service design practices within RoS, aligning with Scottish Government digital service standards and best practices.

• Facilitate collaborative workshops and co-design sessions with diverse stakeholders, including customers, colleagues, and governance forums like the Service Alignment Team (SAT).

• Utilize quantitative and qualitative research to inform journey mapping, identify user pain points, and redesign services with a strong focus on customer needs and business requirements.

• Mentor and influence cross-functional, multi-disciplinary teams, embedding design thinking and best practices to foster a user-centric culture throughout the organization.

📝 Enhancement Note: This role, while titled 'Senior Service Designer,' sits within a government agency and emphasizes public service delivery. The focus on 'User Centred Design' and alignment with 'Scottish Government approach (Scottish approach to service design and digital service standards)' indicates a strong adherence to public sector digital frameworks. The 'Senior Executive Officer' grade suggests a level of responsibility comparable to senior management in other sectors, with a focus on strategic contribution and leadership within the design domain.

📈 Primary Responsibilities

• Provide expert service design knowledge and lead the creation of detailed visual customer journey maps for various RoS services, encompassing both front-stage and back-stage processes.

• Visualize end-to-end service blueprints that clearly articulate user needs, business requirements, and operational workflows.

• Facilitate engaging workshops to validate and refine customer journeys, effectively communicating the importance and impact of these journeys to stakeholders.

• Gather and analyze diverse data sets (quantitative and qualitative) to build a comprehensive understanding of customer experiences, pain points, and opportunities for improvement.

• Lead the redesign of existing services and the integration of new services, prioritizing customer needs and overall user satisfaction.

• Champion the understanding and application of service design principles and maturity within RoS, ensuring alignment with broader government digital strategies.

• Actively contribute to the broader design community within RoS, sharing knowledge, generating innovative ideas, and embedding design principles across the organization.

• Engage in all stages of the service lifecycle, from discovery and design to implementation and ongoing iteration, as required by project needs and leadership direction.

• Proactively identify and manage risks, adapt to changing priorities, and maintain resilience under pressure while simplifying complex ideas and visualizing solutions within organizational constraints.

• Collaborate effectively with other User Centred Design resources and engage with established governance forums, such as the Service Alignment Team (SAT), to ensure seamless service integration and alignment.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership and hands-on execution. The emphasis on "Scottish approach to service design and digital service standards" and "Service Alignment Team (SAT)" are specific to the public sector and indicate a need for candidates to be familiar with these frameworks. The mention of "co-design with colleagues in the business areas" emphasizes a collaborative approach to problem-solving.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrated experience in service design, user research, or related fields are paramount.

Experience: Minimum of two years' experience in a similar role, evidenced by a successful track record of delivering end-to-end service design projects across both digital and offline channels.

Required Skills:

• Proven experience in end-to-end service design delivery, spanning digital and offline touchpoints.

• Demonstrated ability to influence teams, mentor junior designers, and embed effective design practices within an organization.

• Expertise in making data-informed design decisions, leveraging user research and organizational goals as primary drivers.

• Strong facilitation skills for workshops, co-design sessions, and stakeholder engagement.

• Proficiency in creating comprehensive customer journey maps and service blueprints.

• Understanding of user research methodologies and data analysis for identifying user needs and pain points.

• Ability to adapt design concepts to organizational constraints and simplify complex ideas.

• Resilience and proactive risk management in dynamic environments. Preferred Skills:

• Familiarity with the Scottish Government's approach to service design and digital service standards.

• Experience working within agile development environments and cross-functional teams.

• Knowledge of accessibility standards and inclusive design principles.

• Experience in coaching and developing others in design thinking and methodologies.

• Familiarity with design tools and software relevant to service design and visualization.

• Experience working within the public sector or a government agency.

📝 Enhancement Note: The "Essential Criteria – Skills and Attributes for Success" section directly translates into the required skills. The "Behaviours" section, particularly those bolded, implies a need for candidates to demonstrate these through their CV and application responses, suggesting a strong emphasis on soft skills and leadership potential. The "Senior Executive Officer" grade implies a need for strategic thinking and influencing capabilities beyond just technical design skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing at least two years of end-to-end service design projects, demonstrating a progression from problem identification to solution implementation.

• Case studies that clearly articulate the situation, the user needs identified, the design process followed, the specific actions taken, and the measurable results achieved.

• Examples of journey mapping, service blueprinting, and user research methodologies applied in practice.

• Evidence of how user insights and data were translated into actionable design improvements.

• Demonstrations of influencing stakeholders, mentoring team members, and embedding design practices. Process Documentation:

• Examples of how complex service designs were visualized and simplified for diverse audiences.

• Documentation of workshop facilitation and co-design processes, including outcomes and participant engagement.

• Evidence of iterative design processes, including how feedback was incorporated and risks were managed.

• Demonstrations of how designs were adapted to organizational constraints while meeting user needs and business requirements.

📝 Enhancement Note: While not explicitly stated as a "portfolio requirement," the application process emphasizes demonstrating "technical/experience criteria" and "Behaviours" through a CV and application questions. The STAR format recommendation for application answers strongly suggests that candidates should prepare detailed examples that would typically be found in a portfolio, focusing on situation, task, action, and result. This implies that a strong portfolio, or at least the ability to articulate portfolio-level detail in written responses, is crucial.

💵 Compensation & Benefits

Salary Range: £58,281 - £68,621 per annum (Total Remuneration). This includes a base salary of £50,243 - £59,156, plus a Digital, Data and Technology Annual Pay Supplement of 16%.

Pension: 28.97% employer contribution.

Annual Leave: 38 days of annual holiday, increasing to 42 days with length of service.

Other Benefits:

• Pay progression opportunities.

• Up to a year of parental leave.

• Investment in professional development and learning.

• Flexible working arrangements considered (e.g., compressed hours, term-time working, part-time).

Working Hours: 35 hours per week. Flexible working patterns are considered on a case-by-case basis.

📝 Enhancement Note: The salary structure is detailed, including a base salary and a specific "Digital, Data and Technology Annual Pay supplement." This supplement is a key component of the total remuneration and should be highlighted. The benefits package is robust, reflecting typical public sector offerings, with a strong emphasis on work-life balance and professional growth. The UK government's standard pay scales for civil service roles are generally structured with clear progression, which is implied by "pay progression."

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector / Land and Property Registration. Registers of Scotland (RoS) is a world-leading pioneer in land and property registration, operating as an award-winning organization recognized for its technology and innovation.

Company Size: The job description does not specify company size directly, but it is a government agency, implying a large, established organization.

Founded: Not specified, but RoS has a long history as a public body.

Team Structure:

• The role sits within the 'User Centred Design' department, under the 'Digital, Data and Technology' directorate.

• Reports to the 'Service Design Lead.'

• Works collaboratively with other 'User Centred Design' resources and engages with governance forums like the 'Service Alignment Team (SAT).'

• Operates within multi-disciplinary teams, implying collaboration with developers, product managers, researchers, and business stakeholders. Methodology:

• Adheres to the 'Scottish approach to service design and digital service standards.'

• Utilizes agile methodologies and leading-edge technology.

• Focuses on user-centric design principles and data-driven decision-making.

• Employs co-design and iterative improvement processes.

Company Website: https://www.ros.gov.uk/

📝 Enhancement Note: The company culture is described as agile, digital, and innovative, with a strong emphasis on purpose ("working for the people of Scotland"). The organization is committed to diversity and inclusion, being an 'Investor in People' and a 'Disability Confident' employer. The mention of "autonomy to deliver" suggests a culture that empowers employees.

📈 Career & Growth Analysis

Operations Career Level: Senior Executive Officer (SEO) within the User Centred Design team. This level signifies a senior practitioner role with significant responsibility for leading and influencing design initiatives, mentoring others, and contributing to strategic design direction.

Reporting Structure: Reports to the Service Design Lead, indicating a clear line of management and mentorship. The role also involves collaboration with peers and engagement with higher-level governance bodies.

Operations Impact: The role has a direct impact on the design and delivery of services for the people of Scotland, aiming to create effortless digital experiences and enhance customer satisfaction. The work contributes to RoS's mission as a world-leading pioneer in land and property registration.

Growth Opportunities:

• Operations Skill Advancement: Opportunities to deepen expertise in service design, user research, and digital service standards, particularly within the public sector context.

• Leadership Development: Mentoring junior designers, leading complex design projects, and influencing strategic decisions provide opportunities for leadership growth.

• Cross-functional Exposure: Collaboration with various departments and governance teams, including the Service Alignment Team, offers exposure to different facets of the organization and broader public service delivery.

• Continuous Learning: Investment in professional development, access to leading-edge technology, and participation in a design community foster ongoing learning and skill enhancement.

• Career Progression: Potential to advance within the User Centred Design team or related digital roles within Registers of Scotland.

📝 Enhancement Note: The "Senior Executive Officer" grade is a key indicator of the role's seniority and the expectation for leadership and strategic contribution, particularly in influencing design decisions and mentoring others. The "Growth Opportunities" are inferred from the company's stated commitment to professional development and the nature of a senior role within an evolving digital public service.

🌐 Work Environment

Office Type: Hybrid working model. Contractual base is either at Meadowbank House, Edinburgh, or St Vincent Plaza, Glasgow.

Office Location(s):

• Meadowbank House, Edinburgh, EH8 7AU

• St Vincent Plaza, Glasgow, G2 5LD

Candidates are expected to attend one of these locations as required by the role.

Workspace Context:

• A hybrid model allows for flexibility, balancing remote work with in-office collaboration.

• The office locations in Edinburgh and Glasgow provide access to major urban centers and public transport.

• The role implies working within a modern, digital-first environment that utilizes leading-edge technology.

• Opportunities for collaboration exist both within the User Centred Design team and with wider multi-disciplinary project teams.

Work Schedule: 35 hours per week. The organization is flexible and will consider various working patterns (e.g., compressed hours, term-time working, part-time) on a case-by-case basis.

📝 Enhancement Note: The hybrid nature of the role is clearly defined, with specific office locations provided. The flexibility in working hours and patterns is a significant benefit for work-life integration, which is a common focus in modern work environments, especially within the public sector aiming to attract talent.

📄 Application & Portfolio Review Process

Interview Process:

• Stage One: Application: Submit a CV (max 4 pages) outlining experience against technical/experience criteria and answer application questions related to behaviours (max 300 words per behaviour). A sift may occur based on Technical/Experience

Criteria if the volume is high. A brief discussion may be held for technical experience assessment.

• Stage Two: Assessment: If successful at the application stage, candidates will be invited to an in-person assessment. This will include:

  • A pre-prepared presentation (details shared a week prior).
  • An applied case study (information shared on the assessment day).

• Interview Notes: Candidates are welcome to bring handwritten or typed notes with brief prompts to the interview. The focus is on a conversational exchange.

Portfolio Review Tips:

• CV & Application Questions: Ensure your CV clearly highlights your experience in end-to-end service design, journey mapping, user research, and stakeholder management, directly addressing the "Technical/ Experience Criteria." Structure your answers to the behaviour questions using the STAR method (Situation, Task, Action, Result) to provide concrete examples of your skills and impact.

• Presentation: Prepare a presentation that showcases your service design expertise. Focus on a specific project that demonstrates your ability to lead complex service design, influence stakeholders, and achieve measurable outcomes. Clearly articulate your role, the challenges faced, your design process, and the impact of your work.

• Case Study: Be prepared to analyze a problem and propose service design solutions within a given timeframe. Focus on user needs, feasibility, and alignment with public sector standards. Demonstrate your ability to think critically and apply service design principles under pressure.

• STAR Method: For all application responses and interview discussions, use the STAR method to structure your answers, providing specific examples of situations, tasks, actions, and the resulting outcomes.

Challenge Preparation:

• Presentation: Practice delivering your presentation concisely and engagingly. Be ready to answer questions about your design choices, methodologies, and the impact of your work.

• Case Study: Familiarize yourself with common public sector service challenges and user needs. Practice problem-solving techniques and articulating your design rationale clearly.

• Behaviours: Reflect on specific examples from your career that demonstrate the required behaviours (Working Together, Leadership, Communication & Influencing, Seeing the Big Picture, Managing a Quality Service). Be ready to discuss these in detail.

📝 Enhancement Note: The application process is multi-stage and rigorous, emphasizing both written responses and practical application through presentations and case studies. The explicit mention of the STAR method and the possibility of a pre-screening call highlight the importance of structured, evidence-based responses. The "responsible use of AI" policy note is a contemporary addition to consider.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Visualization Tools: While not explicitly named, expect proficiency with tools commonly used for journey mapping, wireframing, prototyping, and service blueprinting (e.g., Miro, Mural, Figma, Adobe Creative Suite, Lucidchart).

• Collaboration Platforms: Tools for team collaboration, communication, and project management (e.g., Microsoft Teams, Slack, Jira, Confluence).

• Data Analysis & Research Tools: Tools for gathering and analyzing quantitative and qualitative user data (e.g., survey tools, analytics platforms, user testing software).

Analytics & Reporting:

• Familiarity with data analysis to inform design decisions and measure service impact.

• Ability to present findings and insights effectively to stakeholders. CRM & Automation:

• While not a direct CRM role, understanding how services integrate with backend systems and potentially CRM functionalities might be beneficial for a holistic service view.

📝 Enhancement Note: The job description implies a need for proficiency in standard service design and UX/UI tools. Given the public sector context and focus on digital transformation, familiarity with collaboration tools and data analysis for user insights is also expected. The "Digital, Data and Technology" directorate suggests a modern tech stack is in use.

👥 Team Culture & Values

Operations Values:

• Purpose-Driven: A strong commitment to serving the people of Scotland and improving public services.

• User-Centred: Prioritizing user needs and experiences in all design and development efforts.

• Innovative & Agile: Embracing new technologies and methodologies to deliver efficient and effective digital solutions.

• Collaborative: Working together across teams and with stakeholders to achieve shared goals.

• Inclusive: Committed to diversity and ensuring services are accessible and equitable for all.

• Quality Focused: Maintaining high standards in design, delivery, and continuous improvement.

Collaboration Style:

• Cross-functional Integration: Close collaboration with multi-disciplinary teams (developers, researchers, product managers, business analysts) and external stakeholders.

• Open Communication: Encouraging open dialogue, feedback exchange, and knowledge sharing within the design community and project teams.

• Co-design Approach: Actively involving users and colleagues in the design process to build consensus and ensure solutions meet diverse needs.

• Stakeholder Management: Engaging effectively with various governance forums and senior leadership to align on design direction and secure buy-in.

📝 Enhancement Note: The company values are clearly articulated, emphasizing purpose, user-centricity, innovation, collaboration, and inclusion. These values are crucial for understanding the organizational culture and how decisions are made within RoS. The emphasis on "working together" and "leadership, communication and influencing" highlights the importance of strong interpersonal and collaborative skills.

⚡ Challenges & Growth Opportunities

Challenges:

• Embedding Design Maturity: Continuing to mature service design practices within a large, established public sector organization and influencing diverse stakeholder groups.

• Navigating Constraints: Balancing user needs and innovative design with organizational constraints, policy requirements, and public sector governance.

• Complex Service Landscapes: Designing for intricate land and property registration processes that involve both digital and offline components, requiring a holistic view.

• Driving Change: Influencing and leading change across different departments and levels of the organization to adopt user-centred approaches.

• Measuring Impact: Quantifying the impact of service design improvements on user satisfaction, efficiency, and organizational goals.

Learning & Development Opportunities:

• Specialized Public Sector Design: Gaining deep expertise in designing for public services, understanding specific user groups and regulatory environments.

• Digital Transformation in Government: Contributing to and learning from RoS's ongoing digital transformation initiatives.

• Leadership and Mentorship: Developing leadership skills through mentoring, project leadership, and influencing strategic design decisions.

• Industry Best Practices: Staying abreast of the latest trends in service design, user experience, and digital government through professional development and knowledge sharing.

• Certification & Training: Access to training and potential for certifications aligned with digital service design and government standards.

📝 Enhancement Note: The challenges are framed around the complexities of working within a public sector organization, focusing on change management, stakeholder influence, and navigating constraints. The growth opportunities are tied to developing specialized skills, leadership experience, and contributing to significant digital transformation efforts.

💡 Interview Preparation

Strategy Questions:

• Design Strategy & Methodology: "Describe a complex service you've redesigned from end-to-end. What was your approach, what methodologies did you use, and how did you ensure it aligned with user needs and business goals?" Focus on articulating your process, decision-making, and the rationale behind your chosen tools and techniques.

• Collaboration & Stakeholder Management: "Tell me about a time you had to influence a group of stakeholders with differing opinions on a service design. How did you build consensus and ensure a user-centred outcome?" Prepare examples demonstrating your ability to communicate effectively, manage expectations, and facilitate difficult discussions.

• Problem-Solving & Efficiency: "Describe a situation where you identified a significant user pain point or inefficiency in a service. What steps did you take to address it, and what was the impact on the user and the organization?" Be ready to illustrate your problem-solving skills and how you drive efficiency through design.

Company & Culture Questions:

• Service Design in Government: "How do you see the role of service design evolving within the public sector, and how would you apply the Scottish approach to service design in this context?" Research the Scottish approach to service design and digital standards, and be prepared to discuss how your experience aligns.

• Team Dynamics: "How do you approach mentoring junior designers or embedding design thinking within a multi-disciplinary team?" Prepare examples of your mentoring style and how you foster collaboration and knowledge sharing.

• Impact Measurement: "How do you measure the success of a service design initiative? Provide an example of how you've demonstrated ROI or user value." Be ready to discuss key metrics and how you track performance.

Portfolio Presentation Strategy:

• Case Study Structure: For your presentation, select a strong project that clearly demonstrates your end-to-end service design capabilities. Structure your narrative using the STAR method:

  • Situation: Briefly describe the context and the problem you were addressing.
  • Task: Outline your specific responsibilities and the goals of the project.
  • Action: Detail the design process you followed, including research, ideation, prototyping, and testing. Highlight your specific contributions and how you influenced decisions.
  • Result: Present the measurable outcomes, impact on users, and any lessons learned. Quantify results where possible.

• Metrics & ROI: Be prepared to discuss the key performance indicators (KPIs) used to measure the success of your projects and how you demonstrated return on investment (ROI) or value to the organization and users.

• Interactive Elements: Consider how you can make your presentation engaging, perhaps by showing key artifacts or demonstrating a part of the user journey you designed.

📝 Enhancement Note: The interview preparation advice is tailored to the specific requirements of the role, emphasizing the need to demonstrate practical experience, strategic thinking, and alignment with public sector service design principles. The focus on the STAR method and portfolio presentation is critical for success.

📌 Application Steps

To apply for this Senior Service Designer position:

• Click on 'Apply now' and complete the online application form.

• CV Preparation: Tailor your CV (max 4 pages) to explicitly highlight your experience in end-to-end service design, journey mapping, user research, stakeholder management, and any experience aligning with public sector digital standards. Use keywords from the job description.

• Application Question Response: Craft thoughtful responses (max 300 words per behaviour) to the application questions, using the STAR method (Situation, Task, Action, Result) to provide specific, evidence-based examples of how you demonstrate the required behaviours.

• Portfolio Articulation: Be prepared to discuss your portfolio in detail during interviews. Ensure your CV and application responses clearly articulate the key achievements and processes that would be showcased in a portfolio.

• Company Research: Research Registers of Scotland, their mission, their digital strategy, and the Scottish approach to service design. Understand their commitment to user-centricity and public service delivery. Familiarize yourself with the "responsible use of AI" policy for applications.

⚠️ 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.