Knowledge

• Strong knowledge of service design principles, frameworks, and human-centred design methodologies.
• Understanding of user research, service mapping, journey mapping, service blueprinting, design thinking, co-design, and participatory design.
• Knowledge of accessibility, inclusive design, organisational change, digital transformation, and continuous service improvement.
• Understanding of Agile delivery, multidisciplinary team working, stakeholder engagement, facilitation, and data-informed decision-making using service performance metrics.

Experience

• Significant experience as a Service Designer, UX Designer, Human-Centred Designer, or similar.
• Proven ability to lead or contribute to end-to-end service design projects, from discovery through implementation and evaluation, including prototyping and piloting.
• Experience conducting user research and translating insights into service improvements within complex organisations.
• Skilled in facilitating workshops, co-design sessions, and stakeholder engagement activities.
• Experience working collaboratively across product, delivery, technology, policy, and operational teams.
• Ability to coach and develop others in service design practices.
• Excellent communication, organisational, and time management skills, with the ability to manage multiple stakeholders and learner relationships.

Desirable Knowledge & Experience

• Knowledge of Lean, Systems Thinking, Design for Six Sigma, product management, business analysis, digital delivery, customer experience measurement, and AI-enabled services.
• Understanding of apprenticeship standards, funding, quality assurance, Ofsted requirements, and the Level 6 Service Designer Apprenticeship Standard.
• Experience delivering degree-level or Level 6 learning, apprenticeships, or professional development programmes.
• Experience supporting apprentices with portfolios, end-point assessment preparation, and employer-based projects.
• Experience using virtual learning environments and digital learning technologies.
• Relevant qualifications in Service Design, UX, Human-Centred Design, Design Thinking, or Digital Transformation.
• Teaching, assessor, or quality assurance qualifications (or willingness to achieve them).

Paul Feldman is the National Skills Agency Data Protection Officer. Your data will be stored until notice is given by you for it to be removed. Our Data Protection Policy will be forwarded to you on request. As we get a high number of applications we may be unable to give feedback to unsuccessful candidates. We will retain your details to  keep you informed of other opportunities. National Skills Agency Ltd is acting as an Employment Agency in relation to this vacancy and is an Equal Opportunities employer we welcome applicants from all backgrounds.