Job Descriptions

Service Designer

Atos Stand: S79


We are a delivery consortium comprising Atos, Mercator, Opencast, and EY, with Atos as prime, jointly committed to working inclusively and collaboratively to ensure the delivery of outcomes for our customer HMRC.

Our shared purpose is to support HMRC is transforming its existing services and making them more accessible and intuitive for citizens.

At the CX Practice, we are Experience Creators and, from our Global Design team, we are reimagining how the future of CX will be.

Our Service Design offering help our customers to define an end-to-end journey of service, helping the users complete their goals and to the Government to deliver a policy intent. In this role, your work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Government. You will be working with a cross-functional team that includes User Research, Content and Interaction Designer.

To be successful in this role, you'll need a combination of experience, proven skills, and personal attributes.

The role requires to travel to the customer's offices, and Atos sites UK wide, working from client/office/home locations as appropriate.

Flexible working arrangements will be available.


· Analyse failure within services and identify root causes for that failure;

· Identify opportunities for cost reduction and improvement within an existing service;

· Understand user needs and identify where separate interactions with the Government;

· Should act as one service that meets that need;

· Arrange these separate interactions into rational user journeys;

· Look for commonalities in activities across services where we can create new services;

· Understand the existing supporting system of service and design targeted;

· Improvements to that system to accommodate the new service - both digital and process-based;

· Deliver user journeys, flows, information architecture, sketches, wireframes, prototypes as needed;

· Identify and design new cross-government service patterns and standards;

· Understand and have experience with user-centred practices;

· Demonstrable evidence of working in an Agile way with clients to assist them in defining strategic services and solutions to move them along the digital transformation journey;

· Communicating efficiently and working together within a multi-disciplinary team, fostering the open and collaborative culture;

· Understand and can work within given constraints (including but not limited to technology and policy, and regulatory, financial and legal constraints);

· Visualise, articulate and solve complex problems and concepts, and make disciplined decisions based on available information and research evidence;

· You can contribute to the work of the community.


· Experience in end-to-end journey/service design omnichannel;

· At least five years experience as a service designer;

· Experience of working within the Government Digital Service (GDS) guidelines and standards;

· Practical Agile methodology experience;

· Excellence at understanding the importance of team dynamics and collaboration;

· Communicate effectively across organisational, technical and political boundaries, understanding the context. You know how to make complex and technical information and language simple and accessible for non-technical audiences;

· Evidence of experience in producing design/technical documentation;

· Visualise, articulate and solve complex problems and make disciplined decisions based on available information and research evidence. You know how to move from analysis to synthesis and design intent;

· You can interpret vision to lead on decisions;

· Prototyping and applying technical knowledge and experience to design workable prototypes, both programs and physical outputs;

· Take an overall perspective on business issues, events, activities and discuss their broader implications and long-term impact;

· Understand users and can identify who they are and what their needs are, based on evidence.


· SC Cleared or ability to obtain SC Clearance;

· Business Analyst experience;

· Experience participating in GDS assessments;

· Proven experience of using the GOV.UK Prototyping Kit.

To apply:

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