Service Designer Ref. 1820

IT, Science & Technical
Central London
Full Time
£46,484 - £49,760

At MI5, our everyday business is far from ordinary. As a Service Designer, you will be contributing to protecting the UK from threats to national security including terrorism, espionage and cyber.  

The Role

Service Design is a new and exciting area for MI5. As such we’re looking for experienced design thinkers who can help us to build and grow the service design capability across MI5. In the role, you will have the opportunity to work on an array of truly unique projects, working in a collaborative team you will help design and deliver user-centred end-to-end services to transform the way MI5 works.

Being people focussed is crucial to this role. As a Service Designer, you’ll work alongside a variety of professionals from across MI5, including user researchers, lean practitioners, strategists, policy advisors, UX designers, architects and developers, to deliver mission-focused, user-centred services.


  • Our Service Designers will have a range of the following responsibilities:
  • Use service design tools and techniques to map and analyse existing digital and physical services and to identify opportunities for improvement
  • Understand user needs by conducting and analysing user research
  • Drive design thinking within the project teams that you work with, helping service and product owners, business analysts, technology architects, UX designers, developers and business change practitioners to co-create and experiment with new solution
  • Create and rapidly iterate service blueprints and design prototypes
  • Identify and design new service patterns and standards
  • Coach members of the Service Design team and train stakeholders across the wider organisation in order to build up a self-sustaining service design capability 

The Person

We are seeking highly organised individuals who understand the Service Design approach and have experience in utilising Service Design tools and techniques (user research, user journey maps, service blueprints, personas and design patterns).

You will be expected to form positive relationships with an array of partners and customers within MI5, therefore it is essential that you can demonstrate strong collaborative and people focussed skills. You will also have experience in facilitating workshops, therefore clear communication is crucial, as is your ability to adapt your communication style to suit your audience.

Recruitment Process

The first thing we will ask you to do is complete our pre-screening questions to find out if you meet our initial criteria. If you do meet these criteria we will then ask you to begin an application.

You will need to create a log in and provide your full name, email address and a memorable password. Once you have successfully created a personal account, you will be required to complete an initial registration form, providing contact details and equal opportunities monitoring information.

You will then be invited to upload your CV and our recruitment team will conduct a sift of your application. If successful you will be invited to a telephone interview, which will include some competency based questions and will explore your motivation to work for MI5.

Assuming you pass the telephone interview, you will be required to attend an interview at MI5. This will be followed by a security interview with a vetting officer.

You should read about the vetting process and satisfy yourself that you meet the criteria outlined in the vetting pages of the How to Apply section prior to submitting an application.

Giving misleading information or omitting or concealing information during the recruitment and vetting process is viewed very seriously. You should ensure that you follow our guidance from when you apply.

Guaranteed Interview Scheme

As part of our commitment to the “Disability Confident” scheme we offer an interview to all candidates with a disability who meet our minimum criteria for the job vacancy that they are applying for. This is known as the Guaranteed Interview Scheme (GIS).

Along with the standard eligibility requirements for this post, your application will be assessed on how far you meet the job requirements. Your application must score the minimum amount of points set. On successful completion of this stage, you will be invited to interview. This will normally be a telephone interview and is our guaranteed interview.

Eligibility Criteria

To be eligible to apply, you must meet our residency criteria. You must be a born or naturalised British citizen and one of your parents must be a British citizen or have substantial ties to the UK.

Candidates must normally have been resident in the UK for nine out of the last ten years. This is particularly important if you were born outside the UK. However, we will still consider you if you’ve served overseas with HM Forces or in some other official capacity as a representative of Her Majesty’s Government, studied abroad, or lived overseas with your parents.

Due to vetting requirements, you will need to be 18 years old, or above, to apply. Your application may take around six months to process.

Owing to the sensitivity of our work, we do not publicly disclose the identities of our staff. Discretion is vital. You should not discuss your application, other than with your partner or a close family member.

The Security Service is committed to equal opportunities and to reflecting the society we protect. All applications are welcome, but we particularly welcome applications from women and Black, Asian and minority ethnic candidates.  All appointments will be made on merit.

This Program / Vacancy is closed to applications.