Service Designer | Contract (Upcoming Role)

📍 Job Overview

Job Title: Service Designer | Contract (Upcoming Role)

Company: hedgehog lab

Location: Newcastle upon Tyne, Edinburgh, Leeds, London, Manchester, United Kingdom

Job Type: CONTRACTOR

Category: Service Design / GTM Operations

Date Posted: 2026-06-16

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• This role focuses on designing user-centric services within complex government projects, requiring strong analytical and strategic thinking.

• You will be instrumental in mapping end-to-end service journeys and identifying critical failure points for improved operational efficiency.

• The position demands cross-functional collaboration, working effectively with policy teams and diverse stakeholders.

• A key aspect is influencing strategic decisions, moving beyond execution to shape service direction and impact.

• This is a contract role, offering flexibility while demanding a high level of expertise in public sector or regulated industry service design.

📝 Enhancement Note: While the title is "Service Designer", the emphasis on "end-to-end service journeys," "failure points," "working across organisational boundaries," and "designing services that work for the people who use them" strongly aligns with the principles of GTM Operations and Revenue Operations, particularly in ensuring seamless customer and internal stakeholder experiences. The focus on government projects implies a need for robust process design, compliance, and efficiency, which are core to operations roles. The hybrid nature with potential office presence suggests a need for strong communication and collaboration skills, essential for operations professionals.

📈 Primary Responsibilities

• Map and document end-to-end service journeys, identifying key touchpoints, user needs, and operational bottlenecks.

• Conduct research and analysis to understand user behaviors, pain points, and opportunities for service improvement within government contexts.

• Develop service blueprints, user flow diagrams, and other design artifacts to clearly articulate service designs and their operational implications.

• Facilitate workshops and collaborative sessions with policy teams, subject matter experts, and other stakeholders to co-design solutions.

• Identify and analyze failure points within existing services, proposing actionable recommendations for process optimization and enhanced user experience.

• Ensure service designs align with GDS standards and the GOV.UK Service Standard, demonstrating a commitment to accessible and effective public services.

• Influence and guide strategic decisions regarding service development, advocating for user-centered approaches and operational feasibility.

• Work across organizational boundaries to ensure seamless integration and delivery of designed services.

• Translate complex policy requirements into practical, user-friendly service designs.

• Contribute to the continuous improvement of service design methodologies and best practices within hedgehog lab.

📝 Enhancement Note: The responsibilities are framed to highlight the operational impact of service design, focusing on process mapping, identifying inefficiencies, and driving strategic improvements, which are core to GTM and Revenue Operations.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Human-Computer Interaction, Information Science, or a related field, or equivalent practical experience. Experience:

• 5-10 years of progressive experience in service design, with a significant portion focused on complex projects requiring robust process optimization and stakeholder management.

• Proven track record of designing and delivering services in the public sector, government, or highly regulated industries. Required Skills:

• Service Blueprinting & Journey Mapping: Expertise in creating detailed service blueprints and user journey maps to visualize service flows and identify operational gaps.

• Facilitation & Workshop Leadership: Demonstrated ability to lead and facilitate productive workshops with diverse groups, including policy makers and technical teams.

• GDS & GOV.UK Standards: In-depth knowledge and practical application of GDS (Government Digital Service) standards and the GOV.UK Service Standard.

• Strategic Influencing: Proven ability to influence decisions at a strategic level, articulate design rationale clearly, and advocate for user-centered and operationally sound solutions.

• Ambiguity Navigation: Comfort and skill in working with ambiguity, incomplete information, and evolving project requirements.

• User Research & Analysis: Proficiency in conducting user research, analyzing findings, and translating insights into actionable design recommendations.

• Cross-Functional Collaboration: Experience working effectively with diverse teams, including policy, development, and business stakeholders.

Preferred Skills:

• Experience with AI and software engineering projects, understanding their integration into service design.

• Familiarity with agile methodologies and their application in government projects.

• Experience in a consultancy environment, managing client relationships and project deliverables.

• Understanding of data analysis and its role in informing service design decisions.

📝 Enhancement Note: The required skills are tailored to emphasize the operational aspects of service design, such as process mapping, influencing strategic operations, and adhering to regulatory standards, which are crucial for GTM and Revenue Operations roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Minimum of 3-5 comprehensive case studies showcasing end-to-end service design projects, preferably from the public sector or regulated industries.

• Process Mapping & Optimization: Examples of detailed service blueprints, user journey maps, and process flows that clearly illustrate problem identification, design solutions, and resulting operational improvements.

• Stakeholder Management: Evidence of how you have collaborated with and influenced diverse stakeholders, including policy teams and senior leadership, to achieve project goals.

• GDS/GOV.UK Compliance: Demonstrations of how you have applied GDS standards or the GOV.UK Service Standard in your design process and deliverables.

• Impact Metrics: Quantifiable results or metrics demonstrating the positive impact of your service designs on user experience, operational efficiency, or cost savings.

Process Documentation:

• Clearly articulate the methodologies used in your case studies, including user research techniques, design thinking frameworks, and collaborative facilitation approaches.

• Detail the specific tools and software utilized for service blueprinting, journey mapping, and prototyping.

• Explain the process by which you identified and addressed failure points within existing services, highlighting your problem-solving process.

• Showcase how you translated complex requirements into actionable design specifications and operational workflows.

📝 Enhancement Note: The portfolio requirements are specifically geared towards demonstrating operational proficiency, including process mapping, efficiency improvements, and compliance, which are critical for operations-focused roles.

💵 Compensation & Benefits

Salary Range:

• As this is a contract role, candidates are expected to provide their expected day rate. Based on industry standards for experienced Service Designers in the UK, particularly those with public sector experience, a range of £400 - £650 per day is estimated. This range accounts for the required expertise, contract nature, and the complexity of government projects.

• Methodology: This estimate is derived from research on contract Service Designer rates in London, Edinburgh, Leeds, and Manchester, considering the specific skills required (GDS standards, public sector experience) and the typical day rates for senior-level contract roles in the UK's digital and government sectors.

Benefits:

• This is a contract role, so standard employee benefits typically do not apply. However, hedgehog lab may offer specific contractor support or engagement terms.

• Contract Management Support: Assistance with contract administration and invoicing.

• Project-Specific Tools: Access to necessary software and tools for project delivery.

• Professional Development Opportunities: Potential for engagement on cutting-edge AI and software engineering projects, offering valuable experience.

Working Hours:

• Standard full-time hours are expected, typically around 40 hours per week.

• The hybrid nature of the role offers some flexibility, with an expectation of 1-2 days per week in the Newcastle office.

📝 Enhancement Note: Salary estimation is based on UK contract market rates for similar roles, and benefits are clarified for a contract position. The working hours and hybrid arrangement are detailed as per the input.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Consultancy, AI, Software Engineering, Government Services. hedgehog lab operates at the intersection of advanced technology and client solutions, with a growing focus on government projects where design and technology can drive significant public impact.

Company Size: hedgehog lab is a growing consultancy with a significant presence, likely falling into the medium to large enterprise category (e.g., 250-1000 employees), indicating a structured yet dynamic work environment.

Founded: Founded 20 years ago, hedgehog lab has a legacy of innovation and experience, suggesting a stable foundation with a forward-thinking approach, particularly in adopting new technologies like AI.

Team Structure:

• Project-Based Teams: Service Designers will likely work within project-specific teams, collaborating closely with project managers, developers, policy experts, and other designers.

• Functional Groupings: May belong to a broader design or digital transformation practice, allowing for knowledge sharing and peer support.

• Cross-Functional Collaboration: A strong emphasis on working across disciplines, bridging the gap between user needs, policy requirements, and technical implementation.

Methodology:

• User-Centric Design: A core methodology focused on understanding and designing for the end-user.

• Agile & Iterative Development: Likely employing agile principles for flexibility and rapid iteration in project delivery.

• Data-Informed Decision Making: Utilizing data from user research and service performance to guide design and operational improvements.

• GDS & GOV.UK Principles: Adherence to established government standards for digital service delivery.

Company Website: https://careers.hedgehoglab.com/

📝 Enhancement Note: Company context is inferred from the provided description and industry norms for digital consultancies, highlighting the blend of innovation, client focus, and specific government project requirements relevant to operations.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level (5-10 years of experience), requiring independent work and strategic influence. It's suitable for experienced Service Designers looking to apply their skills to impactful government projects and contribute to operational improvements.

Reporting Structure: The Service Designer will likely report to a Lead Service Designer, Head of Design, or a Project Manager, depending on the specific project structure. They will collaborate extensively with cross-functional teams.

Operations Impact: The role has a direct impact on the efficiency and effectiveness of public services. By designing user-centric journeys and identifying operational failure points, the Service Designer contributes to smoother government operations, better citizen experiences, and potentially cost savings through optimized processes.

Growth Opportunities:

• Specialization in Government Digital Services: Deepen expertise in GDS standards and public sector digital transformation.

• AI & Emerging Technologies: Gain hands-on experience integrating AI and advanced software engineering into service design.

• Leadership in Design Projects: Opportunities to lead design initiatives within government projects, influencing strategic direction.

• Consultancy Skill Development: Hone skills in client management, proposal development, and strategic advisory within a consultancy setting.

• Portfolio Expansion: Build a robust portfolio of high-impact government projects.

📝 Enhancement Note: Career growth is framed around specialization, technological exposure, and leadership within the context of government projects and consultancy, aligning with operational career progression.

🌐 Work Environment

Office Type: Hedgehog lab operates a hybrid model. While remote work is supported, there's an expectation of presence in the office (Newcastle upon Tyne) for approximately 1-2 days per week for specific project needs, workshops, and team collaboration. This suggests a blend of focused individual work and collaborative team interaction.

Office Location(s):

• Newcastle upon Tyne (expected presence)

• Edinburgh

• Leeds

• London

• Manchester

These locations indicate a national reach, with opportunities for diverse project exposure.

Workspace Context:

• Collaborative Hubs: Offices are likely equipped with spaces conducive to workshops, brainstorming sessions, and team meetings, facilitating the co-design process.

• Access to Technology: Expect access to standard design software and potentially specialized tools for service design and project management.

• Cross-Disciplinary Interaction: The environment encourages interaction with diverse professionals (developers, AI specialists, policy experts), fostering a rich learning and collaborative atmosphere.

Work Schedule:

• Typically a standard 40-hour work week.

• The hybrid arrangement offers a degree of flexibility, allowing for focused work at home and collaborative sessions in the office.

📝 Enhancement Note: The work environment description emphasizes the practicalities of a hybrid role, focusing on collaborative spaces and cross-functional interaction relevant to operations professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application & CV Review: Submit CV and expected day rate. Focus on highlighting relevant public sector/regulated industry experience and GDS/GOV.UK familiarity.

• Screening Call: A brief call to discuss your experience, expectations, and suitability for the contract role.

• Portfolio Review & Interview: A more in-depth session where you'll present 1-2 key case studies from your portfolio. Be prepared to discuss your process, challenges, and outcomes, particularly focusing on service journey mapping, failure point identification, and strategic influence.

• Stakeholder/Hiring Manager Interview: A final interview to assess cultural fit, strategic thinking, and alignment with hedgehog lab's approach to government projects.

Portfolio Review Tips:

• Structure Your Case Studies: For each case study, clearly outline the problem, your role and process (research, mapping, ideation, implementation), the challenges faced, your strategic decisions, and the measurable outcomes or impact.

• Highlight Operational Impact: Emphasize how your service designs improved processes, user experiences, or operational efficiency. Quantify results where possible.

• Showcase GDS/GOV.UK Application: If applicable, detail how you adhered to or applied these standards.

• Prepare for Process Deep Dives: Be ready to discuss the specific tools and techniques you used (e.g., service blueprints, journey maps) and why.

• Be Ready for Strategic Questions: Prepare to discuss how you influence decisions at a strategic level and navigate ambiguity.

Challenge Preparation:

• Hypothetical Service Design Scenario: You might be presented with a simplified government service challenge and asked to outline your approach to mapping the journey, identifying issues, and proposing solutions.

• Process Walkthrough: Be prepared to walk through a complex process you've previously designed or optimized.

• Strategic Alignment: Consider how your design decisions align with broader government objectives and operational goals.

📝 Enhancement Note: The interview and portfolio guidance is tailored to emphasize demonstrating operational impact and strategic influence, crucial for operations roles.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Figma, Sketch, Adobe XD (for prototyping and wireframing).

• Mapping & Blueprinting Tools: Miro, Mural, Lucidchart, Visio (for service blueprints, journey maps, flow diagrams).

• Collaboration Platforms: Slack, Microsoft Teams (for day-to-day communication and team interaction).

• Project Management Tools: Jira, Asana, Trello (for task tracking and workflow management, common in agile environments).

Analytics & Reporting:

• User Research Platforms: UserTesting.com, Hotjar (for gathering user feedback and behavior data).

• Analytics Tools: Google Analytics, Adobe Analytics (for understanding user behavior on digital services, if applicable).

• Data Visualization Tools: Tableau, Power BI (potentially used to present impact metrics and performance data).

CRM & Automation:

• While not a direct CRM role, understanding how service designs integrate with back-end systems (e.g., citizen portals, internal workflow automation) is beneficial. Familiarity with how data flows through systems to support service delivery is key.

📝 Enhancement Note: The tools listed are common in service design and digital transformation projects, with an emphasis on collaboration and process mapping platforms relevant to operations.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental belief that services should be designed around the needs of the people who use them, ensuring functional and efficient delivery.

• Excellence & Quality: Commitment to high standards in design, process, and delivery, particularly within the demanding context of government projects.

• Collaboration: A strong emphasis on working together across disciplines and organizational boundaries to achieve shared goals.

• Innovation: Embracing new technologies and methodologies (like AI) to create effective and forward-thinking solutions.

• Impact: Focusing on delivering tangible positive outcomes for citizens and government operations.

Collaboration Style:

• Co-design and Workshop-Driven: Actively involves stakeholders in the design process through collaborative workshops.

• Transparent Communication: Open sharing of insights, challenges, and design decisions across teams.

• Feedback Integration: Welcoming and integrating feedback from users, clients, and team members to refine designs and processes.

• Cross-Disciplinary Respect: Valuing the expertise of policy makers, developers, and business analysts to create holistic solutions.

📝 Enhancement Note: Company values are interpreted to reflect a design consultancy with a public sector focus, emphasizing user needs, quality, and collaborative problem-solving relevant to operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within government structures can present challenges related to policy, procurement, and organizational change management.

• Complex Stakeholder Landscapes: Managing diverse needs and priorities across multiple government departments and user groups.

• Legacy Systems & Processes: Designing services that integrate with or improve upon existing, potentially outdated, systems and workflows.

• Defining Measurable Success: Establishing clear metrics for success in public sector service design, which can be more qualitative than purely commercial metrics.

Learning & Development Opportunities:

• Deep Dive into GDS/GOV.UK: Becoming an expert in government digital standards and best practices.

• AI and Emerging Tech Integration: Gaining hands-on experience applying AI and advanced software engineering to service design challenges.

• Public Sector Digital Transformation: Contributing to significant, large-scale digital transformation initiatives within government.

• Consultancy Best Practices: Developing skills in client management, proposal writing, and strategic advisory.

📝 Enhancement Note: Challenges are framed around the specific context of government projects, and growth opportunities highlight specialization and exposure to advanced technologies and large-scale initiatives.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you mapped an end-to-end service journey in a complex public sector environment. What were the key failure points, and how did you address them?" (Focus on process mapping, problem identification, and operational impact.)

• "How do you ensure your service designs align with GDS standards and the GOV.UK Service Standard? Provide an example." (Demonstrate understanding of compliance and its practical application.)

• "Walk me through a situation where you had to influence strategic decisions regarding service design. What was your approach, and what was the outcome?" (Highlight strategic thinking and stakeholder influence.)

• "How do you approach designing a service when faced with significant ambiguity and incomplete information?" (Showcase your ability to navigate uncertainty and drive progress.) Company & Culture Questions:

• "What interests you about working on government projects with hedgehog lab?" (Connect your passion for impactful work with the company's mission.)

• "How do you see your service design skills contributing to our work in AI and software engineering?" (Articulate how your role integrates with the broader company offerings.)

• "Describe your ideal approach to cross-functional collaboration, especially when working with policy teams." (Showcase your teamwork and communication style.) Portfolio Presentation Strategy:

• Select Relevant Case Studies: Choose 2-3 projects that best showcase public sector experience, complex journey mapping, strategic influence, and GDS/GOV.UK familiarity.

• Quantify Impact: For each case study, clearly state the problem, your solution, and the measurable outcomes (e.g., improved user satisfaction, reduced process time, cost savings).

• Focus on Process: Detail your methodology – how you researched, mapped, ideated, and collaborated.

• Be Prepared for "What If" Scenarios: The interviewer might present a hypothetical challenge related to current government digital initiatives.

📝 Enhancement Note: Interview questions are crafted to probe for specific operational skills, strategic thinking, and experience relevant to government digital services, aligning with the role's core requirements.

📌 Application Steps

To apply for this operations position:

• Submit your application through the hedgehog lab careers portal via the provided link.

• Portfolio Customization: Ensure your CV and portfolio prominently highlight your experience in public sector or regulated industry service design, specifically mentioning GDS standards and GOV.UK Service Standards. Tailor your case studies to emphasize process mapping, failure point identification, and strategic influence.

• Resume Optimization: Clearly articulate your years of experience (5-10 years) and specific skills such as service blueprinting, journey mapping, and facilitation. Use keywords from the job description naturally.

• Prepare Your Day Rate: Have a clear and well-justified expected day rate ready, supported by your experience and market research for similar contract roles in the UK.

• Company Research: Familiarize yourself with hedgehog lab's work, particularly their government projects and their focus on AI and software engineering. Understand their position as a digital consultancy.

⚠️ 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.

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