Senior UX Designer -

About the role

We're looking for a Senior UX Designer who can lead end-to-end product initiatives, from scoping discovery work to design delivery, on a product where much of the design work is logical rather than visual. You'll be joining a lean, cross-functional team of engineers, product managers, and UX designers.

The team sits at the intersection of platform, policy, and service delivery, building experiences that must serve agency use cases without fragmenting into a different product for each. The ideal candidate is independent, rigorous, and comfortable working through ambiguity.

What you'll do

• Lead product design from discovery to delivery with minimal supervision

• Translate agency and public needs into journeys, flows, and interfaces that are clear, predictable, and account for edge cases

• Design booking flows mainly for web (desktop and mobile), with some app work, and extend them to conversational and AI-assisted channels, keeping booking rules and confirmations consistent across each

• Plan and conduct user research and usability testing with both public officers and members of the public, and synthesise findings into actionable insights

• Facilitate workshops with agency stakeholders to clarify complex operational requirements, and decide which needs the platform should support and which are agency-specific

• Present and advocate design decisions to senior stakeholders, including the trade-offs behind them

Requirements

• 7+ years of experience designing digital products, including owning projects end-to-end from framing to design handoff

• Strong systems thinking, with a track record of designing rule-driven or configurable products where a change in one part of the product affects others

• Able to reason critically and logically: break down ambiguous problems, identify edge cases and failure states, and structure solutions that continue to work as new use cases are added

• Hands-on experience designing task-oriented conversational flows, including handling ambiguous requests, confirming before irreversible actions, recovering from misunderstandings, and handing off to a structured interface

• Can explain design decisions and the reasoning behind them to technical and non-technical audiences, including senior management

• Skilled in Figma, prototyping, and AI-enabled design tools (e.g., Figma Make, Lovable), with a portfolio of shipped responsive web and app designs for production systems

• BONUS Experience designing for users who aren't people, such as AI assistants acting on someone's behalf, or APIs consumed by other teams front ends

When you apply

If you've worked on conversational experiences, we'd like to see a case study with a real flow where something went wrong, and what you changed as a result.