Senior Service Designer; Salesforce

Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London. We especially welcome applicants from Cardiff and Glasgow.

Across government, service design plays a critical role in ensuring that digital services are user-centred, accessible and effective. As organisations adopt enterprise platforms such as Salesforce, there is an increasing need to design end-to-end services that are not only technically robust but also intuitive, inclusive and aligned with user needs. Ofgem plays a vital role in the UK’s energy system, protecting consumers and enabling a more secure, fair and sustainable energy future, and well-designed digital services are essential to delivering this mission.

Ofgem is on an ambitious transformation journey. Within the Digital, Data and Security Services (DDSS) directorate, we are delivering a range of digital, data and AI initiatives, including the expansion of Salesforce-based services. As part of this, we are strengthening our service design capability to ensure that solutions are coherent, scalable and deliver consistent user experiences across the organisation.

As a Senior Service Designer (Salesforce), you will lead the design of end-to-end Salesforce-enabled services. You will work across multidisciplinary teams to shape service journeys, workflows and interactions, ensuring they meet user needs while aligning with technical constraints and organisational priorities. You will act as a bridge between business stakeholders and technical teams, ensuring that design intent is clear, feasible and effectively delivered.

This is a senior role requiring strong experience in service design, user-centred design approaches and the ability to influence across complex delivery environments.

• Leading the design of end-to-end Salesforce services, ensuring consistent, user-centred experiences across multiple touchpoints.
• Working closely with stakeholders to understand business requirements and translate them into effective service designs and user journeys.
• Facilitating workshops and design sessions to align stakeholders, gather insight and drive collaborative design approaches.
• Producing clear design artefacts, including journey maps, service blueprints and documentation to support delivery teams.
• Ensuring that designs are accessible, inclusive and aligned with government standards and best practice.
• Collaborating with architects, developers and systems integrators to ensure that designs are technically feasible and aligned with platform capabilities.
• Driving continuous improvement through iterative design, using user research, analytics and feedback to refine services.
• Providing design assurance, ensuring that solutions meet organisational standards and deliver intended outcomes.
• Mentoring and supporting other designers, contributing to capability building and embedding user-centred design practices across teams.
• Championing service design within the organisation, promoting its value in delivering effective digital services.

• Deep experience of designing end-to-end Salesforce service journeys using user- centered design methods (Lead Criteria)
• Deep understanding of Government Service design frameworks (Lead Criteria)
• Strong ability to clearly explain complex problems and ideas to teams or stakeholders outside of design
• Strong experience acting as liaison between business teams and technical delivery partners
• Background in creating clear documentation of design decisions, research findings, and reusable service patterns for delivery and implementation teams.

• Service design across other automation PaaS solutions.

We…