Location
Central London (Nationally based role)

Hours
Full Time

Salary
£70,725 per annum

About the Role
HM Courts and Tribunals Service (HMCTS) is seeking a Senior Service Designer passionate about creating digital services that are simple and accessible for everyone. You will play a key role in building our capability to design and continuously improve world-class, user-centred, inclusive services for both internal and external users.

As part of the Digital Delivery team, you will contribute to redesigning and rebuilding courts and tribunal services around user needs, ensuring accessibility, ease of use, and appropriate digital support. Working within the User-Centred Design team, you will collaborate closely with user researchers, analysts, and frontline staff to identify pain points and design, test, and iterate solutions.

Key responsibilities include designing systems for complex services based on user needs, managing stakeholder expectations, leading teams, mentoring colleagues, and directing the evaluation and implementation of service strategies. You will work autonomously with key stakeholders such as judges, operational leaders, and programme directors to advocate for user-centred design approaches and ensure services meet both user and business requirements.

You will design service journey maps, blueprints, and prototypes, facilitate co-design with diverse stakeholders, embed within agile delivery teams, and actively participate in user research to translate insights into actionable service improvements. Additionally, you will support and manage other designers, assuring quality and fostering professional development.

This role requires an expert strategic thinker with a strong track record in service design across multiple complex services, excellent communication and influencing skills, and the ability to lead and develop motivated teams.

Experience
Proven experience designing systems for complex, multi-service environments based on user needs. Skilled in managing stakeholder expectations and facilitating difficult discussions. Experience leading teams, mentoring designers, and directing service strategy implementation. Comfortable working autonomously and collaboratively within multidisciplinary teams.

Expertise in evidence- and context-based design, using research insights to develop and refine solutions that meet user and business needs across entire user journeys.

Experience working with diverse stakeholders including judges, operational leaders, and technical teams to co-design services and manage expectations.

About You
Passionate advocate for user-centred design with excellent communication and influencing skills. Strategic thinker able to lead design, communication, and implementation of service strategies. Motivational leader who fosters a supportive team environment and promotes professional growth.

Committed to inclusion and accessibility, with a strong focus on delivering services that work for all users. Collaborative team player who actively contributes to communities of practice and supports continuous learning.

Qualifications
Relevant professional experience in service design or related disciplines. Demonstrated ability to coach, mentor, and develop design teams. Proven capability to work within complex organisational and technical constraints while challenging and improving standards where appropriate.