Service Designer

What will I be doing?

• Lead and contribute to design work that helps inform organisational priorities, grounding recommendations in user needs and evidence

• Research, design and test end-to-end services, using user centred and evidence-based approaches

• Work in partnership with Business Owners, staff and communities across the charity to co-design new service models and value propositions, helping define how the organisation can organise itself to deliver them effectively

• Collaborate within cross‑functional teams (including UX, content design, business analysis and solution architecture,) to explore opportunities, create artefacts such as service blueprints, and prototype potential solutions.

• Contribute to clear decision‑making within delivery teams, supporting the successful delivery of service transformation initiatives.

• Deliver high‑quality user‑centred services, confidently testing, learning and iterating to improve outcomes

• Support Business Owners in scoping and delivering user-centred services, using design thinking alongside Agile and Lean principles to shape and influence decisions, inform priorities, and constructively challenge assumptions with evidence.

• Work with Business Owners to define and track success measures for services and propositions, supporting evidence‑based decision‑making and helping teams use performance data to iterate and improve what they deliver.

• Work as part of the service design capability to connect initiatives, helping ensure projects align and collectively deliver greater value.

What are we looking for?

• Understanding of the role of service design in digital transformation, with the ability to clearly communicate ideas, influence thinking and engage a range of audiences.

• Experience of constructively challenging and influencing senior stakeholders, using evidence and user insight to build buy‑in.

• Strong problem‑solving skills, focused on user outcomes and service goals rather than technology solutions alone.

• User‑centred mindset, with the ability to balance user needs alongside system, operational and business constraints.

• Experience across service development and delivery, including planning, use‑case creation, user research, experience design, usability testing, and ongoing service optimisation for different audiences.

• Ability to question the status quo and contribute to beneficial process improvement.

• Comfortable working with the full range of service components, from user interactions across digital and non‑digital channels to backend processes and policy considerations.

• Collaborative and constructive working style, with experience working across boundaries in multidisciplinary teams.