Service Designer

Job title: Service Designer

Company: Nortal


Job description: Overview:At Nortal we believe in thinking big – creating solutions that have a meaningful, far-reaching impact, whether through digitizing governments, improved healthcare, convenient telecom services or creating a competitive edge and agility for large businesses, industry, and manufacturing companies. Our projects have touched more than half a billion people’s lives worldwide, and we’re just getting started. Combining that with the unique experience of transforming Estonia into a digital leader, our vision is to build a Seamless Society.To reach our ambitious goals, we are looking for Lead Service Designer to join the GUP (Government Unified Portal) team and shape the future of user-centered, inclusive, and accessible government services. You will champion service design across GUP, working closely with managers, digital leaders, and multidisciplinary teams to create seamless, efficient, and user-friendly services.As an expert practitioner, you will set direction, assure the quality-of-service design delivery, and mentor designers to help Oman build world-class digital services. Responsibilities:

• Set and lead the overall Service Design Strategy and Design Team for the GUP platform and its related ministerial services, ensuring services are user-centred, inclusive, and designed to meet user needs.
• Assured and governed design quality across multiple teams and services, ensuring all services met agreed accessibility, usability, UX guidelines, GUP design system, and Service Design Standards.
• Lead and coordinate user research activities, ensure insights translate into actionable improvements for services and user experiences.
• Establish and embed accessibility best practices, ensure digital services are inclusive for all users, including users with disabilities or additional needs.
• Oversee the development and delivery of user interfaces that are visually engaging, intuitive, and responsive across all channels and devices, adhering to the GUP Design System.
• Champion and embed evidence-based design practices, promote the use of user insights, data, and continuous feedback loops to inform design decisions.
• Communicated and advocated for user-centered design to senior stakeholders, build strong relationships and securing buy-in across departments.
• Iterate and improve ways of working, align service design practice with agile, iterative delivery models.
• Identify and create new design patterns and components where needed, promote reuse and consistency across services.
• Support design at a strategic level, help align service design activities with broader government goals, policies, and digital strategies.
• Evaluate if services meet the required design standards.
• Develop comprehensive training programs, labs and bootcamps designed to elevate the skills and capabilities of government entities in building user-centric digital services.

Qualifications:Essential:

• Minimum of 10 years of experience designing and delivering user-centered services, products, or experiences.
• At least 5 years’ experience in leading service design efforts across multidisciplinary teams, ideally within government or large-scale public-facing platforms.
• Demonstrated ability to lead and govern complex service design work across multiple services or products.
• Strong experience in leading user research, accessibility design, usability testing, and interface design for multi-channel digital services.
• Expertise in inclusive design and accessibility standards, ensuring services meet the needs of all users.
• Ability to communicate complex design ideas clearly and effectively to technical and non-technical audiences.
• Expertise in applying iterative, agile, and hypothesis-driven design methods.

Desirable:

• Experience designing and delivering services within a government context or regulated environments.
• Able to build service design capability across teams or organisations (e.g., through training, mentoring, or coaching).
• Knowledgeable in modern service design approaches, tools, and frameworks such as journey mapping, service blueprinting, quantitative and qualitative research, hypotheses and data-driven design.
• Experience working with senior leaders to shape strategy and decision-making through a user-centered design lens.
• Bachelor’s or Master’s degree in design, Human-Centered Design, User Experience or a related

We like to say that Nortal is a right-sized company – big enough to undertake and impact influential projects yet small enough to care. At Nortal, your voice is heard, and everyone’s input matters. You solve critical problems for interesting customers from different domains. You work with experienced colleagues in a warm environment. You can execute your ideas in a reasonable time frame. And what you do and learn here are universally relevant and valuable. Last, but not least, Nortal is an agile company with low hierarchy – meaning heavy on common sense, light on rules, and substance is more important than titles!

Expected salary:

Location: Estonia – Oman

Job date: Sun, 11 May 2025 06:03:15 GMT

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