Senior Service Designer

Job Description

The Role:

We are looking for a Senior Service Designer to join our growing User-Centred Design practice.

You will work within multidisciplinary teams delivering complex digital transformation programmes across public and private sector organisations. Senior Service Designers play a key role in helping teams understand complex systems, identify opportunities for improvement and design services that work for both users and organisations.

This role involves working across the full lifecycle of digital services, from early problem exploration and sales support through discovery, design and delivery to live service improvement.

You will collaborate closely with product managers, engineers, architects, researchers and business stakeholders to ensure solutions respond to real user needs while working within organisational, technical and regulatory constraints.

Key Responsibilities:

Service design delivery

• Design and deliver service design activities across digital transformation projects
• Understand complex organisational systems and identify opportunities to improve services and user journeys
• Develop artefacts such as service blueprints, journey maps, ecosystem maps and operating models to help teams understand and improve services
• Support teams in translating research insights and business goals into practical service improvements

Working across the delivery lifecycle

• Contribute to early project shaping and problem definition
• Support discovery activities to understand user needs, organisational context and system constraints
• Collaborate with multidisciplinary teams during design and delivery phases to ensure services are coherent across channels and touchpoints
• Contribute to continuous improvement of services once they are live

Collaboration and consulting

• Facilitate workshops and collaborative design activities with clients and multidisciplinary teams
• Communicate complex systems and service challenges clearly to stakeholders
• Work effectively with project and product managers, engineers, architects and researchers to align service design with technical and organisational realities
• Help teams make evidence-based decisions about service improvements

Contributing to design practice

• Advocate for user-centred and evidence-based design approaches within delivery teams
• Support and mentor more junior designers where appropriate
• Contribute to improving design practices, tools and approaches within the UCD team

Qualifications

Skills and Experience

We are looking for designers who combine strong service design capability with the ability to work in complex organisational environments. You may have gained your experience in consulting, government, product companies or digital transformation programmes.

Essential

• Experience applying service design methods to complex digital products or services
• Ability to understand and map complex service ecosystems involving multiple stakeholders, systems and touchpoints
• Experience working in multidisciplinary teams with product managers, engineers and researchers
• Strong workshop facilitation and stakeholder collaboration skills
• Ability to communicate insights, problems and design concepts clearly to technical and non-technical audiences
• Experience contributing to design work across different stages of service delivery
• Understanding of accessibility, inclusive design and evidence-based decision making

Preferred Experience

We would particularly welcome candidates with experience in:

• Consulting or digital transformation environments
• Enterprise technology ecosystems
• UK Government or public sector services
• Designing services within complex organisational or regulatory environments

We are interested in designers who are curious about how emerging technologies are changing digital services. This includes interest in:

• how artificial intelligence is shaping service experiences
• how new tools and technologies can improve research and design practice
• how organisations can responsibly integrate new technologies into services that work for people