Senior Service Designer

Map and shape regulated public services end-to-end. Lead discovery, blueprinting and stakeholder facilitation across ePass client engagements.

About the role

A senior service design role focused on understanding how services work end-to-end — across users, organisations, systems, policy constraints, operational processes, and non-digital channels. Centred on facilitation, discovery, user insight, stakeholder engagement, and service mapping.

You'll work with public sector clients, service users, operational teams, policy stakeholders, and internal delivery teams to understand current services, identify user needs, map service journeys, facilitate discovery, and translate findings into clear implications for product and delivery.

The role helps ePass work in line with the Digital Scotland Service Standard and the principles of the GOV.UK Service Standard — user needs, end-to-end service design, accessibility, assisted digital, joined-up channels, and multidisciplinary working.

What you'll do

• Map end-to-end services across digital and non-digital channels.
• Facilitate discovery workshops, service mapping sessions, and problem-framing workshops.
• Work directly with users, operational teams, policy owners, and service stakeholders.
• Identify user needs, pain points, operational constraints, and service failure points.
• Produce clear service design artefacts — journey maps, service blueprints, process maps, and discovery summaries.
• Distinguish between policy constraints, operational constraints, service design issues, and product configuration choices.
• Help product, delivery, and technical colleagues understand the service implications of what is being built.

What we're looking for

• Strong service design experience, including service mapping, journey mapping, and blueprinting.
• Strong facilitation skills with clients, users, and internal teams.
• Confidence working directly with users and operational stakeholders.
• The ability to apply proportionate user research methods and synthesise findings.
• Awareness of public sector service standards and multidisciplinary service teams.
• Clear written communication in plain English.
• Analytical judgement — the ability to identify dependencies, risks, and service failure points.
• The ability to work across product, delivery, engineering, strategy, and client teams.
• Experience with Scottish Government, local government, UK public services, regulated services, the Digital Scotland Service Standard, the GOV.UK Service Standard, service assessments, or GovTech delivery is valuable.

The hiring process

• 01Online get-to-know-each-other call30 min
• 02Online tech test40 min – 1 hr max
• 03Face-to-face final interviewEdinburgh

What we offer

• 30 days holiday. Plus your birthday off, a day dedicated to you for cake and candles.
• Hybrid working. Two days a week at our Leith office on Commercial Quay. Three wherever you do your best work.
• Enhanced maternity / paternity leave. Paid leave for primary and secondary carers, because the people who matter at home matter here too.
• Company pension. Employer contributions from day one.
• Training and development. Conference budget, training budget, and an equipment allowance. Tell us what makes you better at your craft and we'll back it.
• Company meet-ups. Strategy days, team socials, the occasional pub quiz. Less mandatory fun, more actual fun.
• Impact-led work. The infrastructure you build here runs live public services. Not just a mission statement, it's just what Tuesday looks like.
• Modern, well-maintained codebase. Laravel 12, React 19, TypeScript, PHPStan at high levels, Pest 4, Rector. We pay down debt and we embrace AI across the stack, but we hire for Authentic Intelligence — your judgment, your craft, AI as the accelerant.

Eligibility & inclusion

Because ePass operates in a regulated environment on behalf of the Scottish Government, the successful candidate must have the right to work in the UK and be willing to complete standard pre-employment background screening (for example Baseline Personnel Security Standard or Disclosure Scotland checks, where required).

We're committed to building an inclusive team and welcome applications from people of all backgrounds. If you need any reasonable adjustments to take part in our interview process, just let us know what would help and we'll make it work.