Service Designer - Contract (Inside IR35) - £450/day

We are looking for an experienced Service Designer to join an existing delivery team supporting HMRC. The role will focus on reviewing and improving an existing Contact Centre as a Service (CCaaS) process, ensuring the service design is validated and aligned with user and operational needs.

Contract Details

• Rate: £450 per day
• IR35: Inside IR35
• Start: ASAP
• End Date: End of June 2026
• Location: Remote

Key Responsibilities

• Produce and refine service design blueprints for an existing contact centre service.
• Validate current Contact Centre as a Service (CCaaS) processes and identify improvement opportunities.
• Work within an existing multidisciplinary team, replacing the current Service Designer.
• Map end-to-end services, including user journeys, operational processes, and supporting systems.
• Facilitate workshops and collaborate with stakeholders across delivery, operations, and technology.
• Ensure service design aligns with government digital standards and best practices.

Key Skills & Experience

• Strong experience in Service Design within large public sector or complex organisations.
• Proven ability to create service blueprints, journey maps, and operational models.
• Experience working with contact centre/CCaaS services.
• Familiarity with Government Digital Service (GDS) standards is highly desirable.
• Excellent stakeholder management and facilitation skills.