Policy Lab -Service Designer

Job summary

We’re looking for a service designer who is motivated to support and protect our communities by delivering better services.

The Home Office keeps our UK citizens safe and our country secure. We play a fundamental role in the security and economic prosperity of the UK.

The Home Office Policy and Innovation Lab (CoLab) is a creative team of service designers, user researchers, content designers and behavioural scientists that work closely with policy and operations teams from across the Home Office to bring user-centred and explorative approaches to policy making.

CoLab works in policy spaces that require a deeper understanding of service users. Projects you could work on could include:

• Improving the Windrush Compensation Scheme application process, to make it more user-friendly, accessible and trauma-informed

• Refreshing the Life in the UK test to better support people as they prepare to get settled status or become citizens

• Working in passports to speed up the processing of people’s applications

• Identifying ways to support criminal justice system actors to tackle organised crime groups involved in organised immigration crime.

We’re looking for a service designer to help us deliver impactful policies in the Migration and Borders area, which spans asylum, border security, visas and immigration and passports.

As a Service Designer, you’ll have experience delivering better services. You’ll look at the end-to-end experience of our services, working with data to identify problems and reimagine how the service should work. This work will consider both the front of house experience as well as the behind-the-scenes services.

You’ll be confident working in a fast-paced environment as part of a multi-disciplinary team, and adept at gathering and using evidence to inform design decisions and measure policy and service outcomes.

You’ll work closely with user researchers, other service designers and policy professionals, with access to a range of other specialist skillsets when required (e.g., content designers and behavioural scientists).

Job description

Your main day to day responsibilities will be:

• Identifying opportunities to improve the performance or management of existing services

• Creating compelling service solutions by drawing on multiple inputs, such as user research, operational insight, data patterns, organisational intent, or technical architecture

• Understanding and appropriately balancing the needs of users, providers and government when making design decisions

• Helping to develop the end-to-end view on projects, creating service visualisations, scope, and explore their work, and align effort towards a service vision

• Rapidly creating sketches, diagrams, and lo-fi prototypes to share and test ideas

• Presenting findings and related recommendations to team members and stakeholders

• Managing logistics of workshop sessions, including planning and scheduling sessions and recruiting participants

• Identifying and raising any blockers to design activities

We value diversity and inclusion and welcome applications from the widest diversity of backgrounds, cultures, and experiences. We particularly encourage applications from women, people with disabilities and LGBT+ as they are currently under-represented in the Home Office at this grade level. Appointments will be made on merit based on fair and open competition.

Watch this video to hear from members of the team talking about the projects they work on and their experience of working here.

Person specification

UK residency and security requirements - You need to have lived in the UK for the past 5 years.

You will be assessed against the following skills and experience during the selection process:

• Prototyping and concept creation: able to independently develop prototypes and sketches for more complex projects. Able to use design software or physical mock-ups or code to visualise and test concepts.

• Service design: independently contributes to the design and implementation of services or policies, ensuring they meet user needs and target outcomes. Participates in managing the design process for smaller projects

• Accessibility and inclusion: able to regularly apply accessibility standards to their work and begins to understand the broader aspects of inclusive design

• Service analysis: independently maps and analyses service processes from a user perspective. Identifies opportunities for improvement and frames problems in terms of user needs

• Collaboration: actively facilitates group activities and seeks feedback for continuous improvement

• Communicate, persuade and advocate: comfortable advocating for UCD principles to peers and immediate stakeholders through well-prepared presentations. Plans and facilitates engaging workshops to engage different stakeholders.

The essential skills listed above are reflective of the Home Office Government Digital and Data Profession Career Framework.

Technical skills

We'll assess you against these technical skills during the selection process:

• prototyping and concept creation
• Service design
• accessibility and inclusion
• service analysis Collaboration
• collaboration
• communicate, persuade and advocate

Benefits

Alongside your salary of £46,062, Home Office contributes £13,344 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Why work for us...

• A highly competitive pension with an employer contribution of 28.97%

• 25 days annual leave on appointment rising 1 day per year up to 30 days, plus 8 days public holidays and 1 day for the King’s Birthday.

• Flexible working options to enable you to achieve the work life balance that is right for you including; Full time, part-time, flexi time, compressed hours and job sharing.

• A hybrid working model of a minimum 60% of your contracted hours in the workplace and 40% remote.

• Training and development opportunities tailored to your role, including access to technical and professional accreditations.

• Access to funded qualifications (subject to approval)

• A capability allowance reviewed annually.

• A culture encouraging inclusion and diversity.

• Enhanced parental leave schemes.

• Annual performance-based bonus and recognition awards.

This link is to a short guide to employee benefits: Benefits - Home Office Careers

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

As part of the application process, you will be asked to complete a CV, 750-word personal statement

Further details around what this will entail are listed on the application form.

The CV will be scored for all candidates. Candidates who achieve the minimum pass score for their CV will then have their personal statement scored. Both the CV and personal statement should include all relevant experience that relates to the essential criteria listed in the advert and role description. Use STAR format in your examples and consider tips on how to write your personal statement.

Remove information that identifies you (for example your name, age or place of education) so that you will be judged on merit alone and not your personal background, circumstances, race or gender.

(Do NOT include e-mail addresses or links to online profiles, resumés, or prior work, either personal or business. Active links or e-mail addresses will result in your application being rejected)

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. All applications are screened for plagiarism, copying, and generating of examples/ answers from internet sources including Artificial Intelligence. If detected, the application may be withdrawn from the process.

Further action, including disciplinary action, may be considered in such cases involving civil servants. Providing false or misleading information would be contrary to the core values of honesty and integrity expected of all civil servants.

Sift Stage

The CV will be scored for all candidates. Candidates who achieve the minimum pass score for their CV will then have their personal statement scored.

Your CV and personal statement should indicate how you meet the essential criteria. We will only consider those who meet the listed requirements.

Interview Stage

Candidates shortlisted will be invited to an interview which will explore your technical skills and experience.

Presentation

If you are invited to interview, you will be sent a service design task one hour before your interview. At the beginning of the interview, you will be asked to give a 10 minute presentation based on your task and then asked questions that explore your technical skills and experience.

Sift and interview dates

Sift will be conducted week commencing: 21st -28th of January 2026.

Interviews will be held week commencing: 9th February 2026.

Interviews will be conducted remotely via MS Teams.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

Further Information

We value diversity and inclusion and welcome applications from the widest diversity of backgrounds, cultures, and experiences. We particularly encourage applications from women, people with disabilities and LGBT+ as they are currently under-represented in the Home Office at this grade level. Appointments will be made on merit on the basis of fair and open competition.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. Applicants can raise any queries to the email address at the bottom of the advert.

Please read the Essential skills for this position carefully. We will only consider those who meet the listed requirement.

If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application please reconsider applying as your application is unlikely to be successful.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms directly. If you are doing this, please advise Government Recruitment Service of your intention by emailing pre-employmentchecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Reserve list

A reserve list of successful candidates will be kept for 12 months. Should another role become available within that period you may be offered this position.

UK residency and security requirements

Please note that this role requires Security Check (SC) clearance, which would normally need 5 years’ UK residency in the past 5 years.

However, in exceptional circumstances security clearance applications for candidates who have been present in the UK for at least 3 of last 5 years may be considered. Failure to meet this residency requirement will result in your security clearance application being rejected.

For further information on National Security Vetting please visit the following page Demystifying Vetting - GOV.UK.

Visa Sponsorship

We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa & Immigration (UKVI) Skilled Worker License.

Capability Allowance

The advertised role is part of the Home Office Government Digital and Data Profession. This role has access to a Digital Capability-Based Allowance. Applicants who are successful at interview will be invited to complete a Capability and Skills Assessment post-interview. Any allowance awarded will be based on the assessment of your capability against the six skills advertised for this role. Please see the attached candidate pack for more information.

The allowance values are set by the Home Office, subject to remaining in a qualifying role, and are non-pensionable. This allowance is non-contractual, subject to an annual review and could be withdrawn at any time.

The advertised role is part of the Home Office Government Digital and Data Profession. This role has access to a Digital Capability-Based Allowance. Applicants who are successful at interview will be invited to complete a Capability and Skills Assessment post-interview. Any allowance awarded will be based on the assessment of your capability against the six skills advertised for this role. Please see the Home Office Pay Framework Allowance Careers page for more information.

The allowance values are set by the Home Office, subject to remaining in a qualifying role, and are non-pensionable. This allowance is non-contractual, subject to an annual review and could be withdrawn at any time.

For both new entrants and existing civil servants, the total compensation offer is a combination of base salary and, if applicable, a capability-based allowance. The pay ranges for this role are National: £46,062-£49,287 and London: £50,182 -£53,695. New entrants to the Civil Service will start on the pay range minimum. For existing civil servants, our policies on level transfer and promotion will apply.

Job offers to this post are made on the basis of merit. We often have similar roles available at different grades. If a candidate is suitable for a similar role or a lower grade than they have applied for, we may offer the candidate that role without the need to go through a further selection process providing the role has the same competencies and essential skills.

Working at the Home Office

Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best.

We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

For further information please see the attached notes for candidates which must be read before making an application.

Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.

Transfer Terms: Voluntary.

If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.

Please see the attached list of Home Office acceptable ID documents.

Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs

• Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you are deaf, a language service professional

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : AC Recruitment Team
• Email : ACRecruitment@homeoffice.gov.uk

Recruitment team

• Email : HOrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel that your application has not been treated in accordance with the Civil Service recruitment principles and you wish to make a complaint, then contact the Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.

Attachments

Home Office Candidate_Information_v15_DECEMBER_2025 Opens in new window (pdf, 429kB)2025-11-17 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 231kB)