Senior Service Designer (Salesforce)

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.

You will be responsible for:

• 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.

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)

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), your career history and qualifications.

You will then be asked to provide a 1250 word ‘personal statement’ evidencing how you meet the essential and desirable 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. In the event of receiving a large number of applications, an initial sift may take place on just the lead criteria indicated in the essential criteria.

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].

At Ofgem, we expect our staff to carry out their roles with honesty, fairness and openness. They should follow the Civil Service code and be free from any influence or bias. We are committed to making sure interests are recognised, declared and managed appropriately so that we can fulfil our duties as an energy regulator. Our Conflicts of Interest policy outlines the types of interests Ofgem staff must declare before onboarding, and the rules they must follow throughout employment so that we can clearly demonstrate that our decisions are not influenced by private interests.

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