Lead Service Designer

Public Sector Resourcing•London Britain Township, PA

4d•Hybrid

About The Position

The Ministry of Defence is seeking a Lead Service Designer for a six-month, Inside IR35 contract based in London with hybrid working. The role supports the Defence Human Resources Services (DefHRS) programme and the MOD’s Corporate Services Modernisation objectives. It focuses on shaping and improving end-to-end HR services across people, processes, technology and operations, including services that use Oracle Fusion. The position can only be worked within the UK, not overseas. SC clearance is essential: candidates must be willing and eligible to undergo checks, and preference may be given to candidates who already hold active SC clearance.

Requirements

Significant experience leading service design on large, complex transformation programmes.
A strong track record of designing end-to-end services across digital and non-digital channels.
Expertise in service blueprinting, journey mapping and evidence-based design.
Experience influencing senior stakeholders and multidisciplinary teams without direct authority.
Strong understanding of accessibility, inclusion and user-centred design principles.
Experience working within complex enterprise technology environments.
Must be willing and eligible to undergo SC clearance checks.
The role can only be worked within the UK, not overseas.

Nice To Haves

Experience of Oracle Fusion HCM or similar large-scale enterprise platforms.
Experience within government, defence, HR services, shared services or other large-scale public sector environments.
Active SC clearance.

Responsibilities

Lead the design of end-to-end HR services, taking a holistic view across people, processes, technology and operations.
Define and shape service strategy, establishing the approach, standards and direction for service design across DefHRS.
Build and evolve service journeys, blueprints and operating models to support a large-scale transformation programme.
Use user research, service data and operational insight to inform design decisions and challenge assumptions.
Drive service improvements in complex environments, identifying opportunities to reduce friction, duplication and service failure.
Collaborate with senior stakeholders, multidisciplinary teams and delivery partners to align service design with Corporate Services Modernisation objectives.
Embed accessibility, inclusion and usability throughout the service lifecycle.
Translate complex business, policy and technical challenges into clear, user-centred service solutions.
Work with Oracle specialists to understand how Oracle Fusion capabilities and constraints affect the overall service experience.
Influence programme decisions through evidence-based design, balancing user needs, organisational priorities and technical considerations.
Support service assurance to ensure services meet the GOV.UK Service Standard and Defence expectations.
Mentor and coach colleagues to strengthen service design capability across the programme.