Assistant Service Designer

In this role, you’ll:

Work as part of a team delivering human-centred service design and continuous improvement initiatives. Your focus will be on shaping better service experiences by providing advisory and design support for operational improvements, including user experience roadmaps and performance measures.

You’ll contribute to service design initiatives that align technical and operational delivery with customer needs and strategic goals. This includes analysing service metrics to identify opportunities for optimisation and innovation, conducting research, co-design and prototyping, and producing outputs such as blueprints and behavioural archetypes.

You’ll also coordinate engagement activities, support responsive service development, and collaborate across teams to embed systems thinking and design-led approaches throughout the organisation.

Our team works as an internal consultancy. We’re focused on uplifting employee-facing services across the Transport cluster, from day-to-day self-services all the way up to program delivery services. We are highly collaborative, working with leaders and service delivery teams on a day-to-day basis, building trust and relationships through our engagements.

For more information on this role and team, view the role description and information pack.

About you

• A grounding in human-centred design principles and a desire to apply them in real-world service challenges
• Early experience conducting or supporting user research – interviews, shadowing, basic synthesis
• Ability to map journeys, visualise processes, and communicate insights in simple, compelling ways
• Comfort working in multidisciplinary teams and contributing to workshops, co-design sessions, or ideation activities
• Strong organisation skills, attention to detail, and a willingness to own smaller workstreams or tasks
• Curiosity, humility, and a growth mindset – actively seeking feedback, learning from others, and building your practice
• An interest in service delivery, customer experience, and solving problems that make life easier for users and frontline teams

Bonus if you have;

• Experience with common design tools (Miro, Figma, Adobe, etc.)
• Exposure to government, public services, or complex enterprise environments
• Ability to prototype concepts and test ideas with users
• Understanding of systems thinking or service operations