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 UKs 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 aSenior 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., You willbe 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, serviceblueprintsand documentation to support delivery teams.

• Ensuring that designs are accessible,inclusiveand aligned with government standards and best practice.

• Collaborating with architects,developersand systems integrators to ensure that designs are technicallyfeasibleand aligned with platform capabilities.

• Driving continuous improvement through iterative design, using user research,analyticsand 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., 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.

Security

Successful candidates must undergo a basic (or equivalent) 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

Please note this Post is NOT regulated by the Civil Service Commission.

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 the Civil 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) .

This is a senior role requiring strong experience in service design, user-centred design approaches and the ability to influence across complex delivery environments., * Deep experienceof designing end-to-end Salesforce service journeys using user-centereddesign methods (Lead Criteria)

• Deep understanding of GovernmentServicedesignframeworks(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.

Holds or can obtain the following certifications or equivalent within 6 months:

• Salesforce Strategy Designer
• Salesforce UX Designer

Desirable Criteria

• Service design across other automation PaaS solutions., * Making Effective Decisions
• Communicating and Influencing
• Working Together

Technical skills

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

• You will also be invited to complete a technical test. Full details will be included in the invitation to interview., This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Experience and Technical skills.

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 (opens in a new window).

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.