Senior Service Designer

Job summary

At the forefront of the fight to combat barriers in how consumers access and experience essential energy services, Ofgem is reshaping the way public services are designed and delivered. We’re looking for a Senior Service Designer to join us and lead the transformation of complex services that underpin the UK’s journey to Net Zero.

Ofgem is Great Britain’s independent energy regulator. We’re at the forefront of change across the energy sector, driving toward Net Zero whilst protecting energy consumers, especially vulnerable people.

We’re offering a permanent opportunity with the chance to take a leading role in shaping innovative, user-centred services that deliver real-world impact. This is your chance to influence how government schemes are designed and delivered, supporting critical policy outcomes at a time of significant change. You’ll operate as an expert practitioner, helping to define how services evolve to meet the needs of users and the organisation.

Working across multidisciplinary teams, you’ll set direction and drive consistency in service design, contributing to complex programmes that support digital delivery and innovation. You’ll play a central role in advancing how services are conceived and delivered, ensuring they are effective, accessible and aligned with wider organisational goals.

This role offers the chance to shape and grow service design practice within a collaborative and diverse environment. You’ll influence how teams think about service design, working across boundaries to embed best practice and deliver meaningful improvements, while contributing to innovation in areas such as automation, data and emerging technologies.

We’re looking for someone with extensive experience in service design, strong leadership capability and the ability to translate complex requirements into clear, user-focused solutions. You’ll be confident working across disciplines, guiding others and shaping high-quality outcomes in fast-moving environments.

In return, you’ll join a close, collaborative and inclusive team, working on high-impact projects across policy, digital delivery and innovation. You’ll have the opportunity to shape your environment and influence how services are designed at scale, contributing to work that has national significance.

We have a critical purpose to advance service design for the energy sector. Join us in combating complexity and driving innovation to ensure energy services are accessible, effective and fit for the future.

Read on and find out more.

Job description

Key Responsibilities

• Support service design activities on projects across Delivery & Schemes
• Contribute to and work to service design best practice
• Participate in the development of Ofgem UCD community
• Support other UCD roles to have a better understanding of service design
• Support design leads to increase awareness and understanding of service design across Ofgem

Key Outputs and Deliverables

• Create and maintain design artefacts in projects, working with the multidisciplinary team and relevant stakeholders
• Set design direction for products and services, working closely with User Centred Design colleagues, Business Analysts and Project Manager
• Enable and support efficient handover to operations for delivery
• Support the service design lead and principal designer in the development of clear and efficient ways of working for User Centred Design

Person specification

Essential Criteria

• Extensive professional experience in service design. A proven record of designing and enhancing end to end services, working effectively across channels and teams, and aligning user needs with organisational objectives (Lead Criteria).
• Strong professional experience in interaction design, content design and user research. Practical, hands on experience collaborating within multidisciplinary teams, using research insights, content principles and interaction patterns to deliver effective, user centred services (Lead Criteria).
• Ability to understand and communicate technical, business and user needs. Skilled at translating complex information into clear, accessible language tailored to different audiences to support informed decision making.
• Demonstrated ability to lead others in making robust design decisions. Experienced in guiding teams towards evidence based design outcomes, fostering collaboration, constructive critique and alignment.
• Ability to prioritise and manage or mitigate design constraints. Capable of balancing competing demands, navigating constraints such as policy, technology or time, and proposing pragmatic, user focused solutions.

Behaviours

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

• Making Effective Decisions
• Communicating and Influencing
• Delivering at Pace

Technical skills

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

• You will also be asked to complete a whiteboard exercise.Full details of the exercise will be disclosed at the start of your interview.

Benefits

Alongside your salary of £49,452, OFGEM contributes £14,326 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.Ofgem can offer you a comprehensive and competitive benefits package which includes; 30 days annual leave after 2 years; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; hybrid working (currently 1 day a week in the office but this is kept under review), flexible working hours and family friendly policies. Plus lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.

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 Behaviours, Experience and Technical skills.

When you press the ‘Apply now’ button, you will be asked to complete personal details (not seen by the sift panel), and upload a copy of your CV anonymising all details where necessary.

You will then be asked to provide a 1250 word ‘personal statement’ evidencing how you meet the essential skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the criteria listed in the role profile.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

Please note, this role is being recruited to in Ofgem. During 2027, it is expected that this role will move department as part of the Warm Homes Plan. The home department or organisation will be confirmed during 2026. The move between departments will be managed in line with the relevant staff transfer regulations.

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

Security

Successful candidates must undergo a criminal record check.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.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : Lewis Buckley
• Email : recruitment@ofgem.gov.uk

Recruitment team

• Email : recruitment@ofgem.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of these Recruitment Principles.

In the first instance, you should raise the matter directly via recruitment@ofgem.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission, please visit their website.

Attachments

Senior Service Designer, Role Profile Opens in new window (pdf, 113kB)Senior Service Designer, Candidate Pack Opens in new window (pdf, 1386kB)Terms and Conditions April 2025 Opens in new window (pdf, 366kB)