Service Designer

Role Summary

Do you want to be part of a team winning some of the most exciting technology-related assignments in the UK public sector? As a Service Designer at Triad, you will play a significant role in our client assignments. You will be responsible for designing end-to-end services, ensuring that user needs, business goals, and technology capabilities align to create seamless and impactful experiences.

Could you be Triad’s next “Rising Star of the Year?” Our very own Head of UX, Lucille Harvey, was recognised for personal excellence at “The Chartered Institute for IT & Computing Awards.

Key Responsibilities:

• User-Centred Service Design – Design and prototype end-to-end services, ensuring usability, accessibility, and efficiency.
• Research & Discovery – Conduct user research and stakeholder engagement to understand pain points and opportunities for service improvement.
• Service Mapping & Blueprints – Develop service maps, blueprints, and process flows that define interactions across multiple touchpoints.
• Journey Mapping – Define user journeys and identify opportunities for service improvement.
• Stakeholder Collaboration – Work with users, product owners, business stakeholders, technical teams, and business analysts to shape service experiences.
• Prototyping & Testing – Create prototypes (low/high fidelity) and facilitate usability testing to refine service solutions.
• Designing for Accessibility & Inclusion – Ensure services are accessible to all users, including those with digital accessibility needs (WCAG 2.2).
• Working in Agile Environments – Collaborate in multidisciplinary teams within Agile frameworks to deliver impactful service solutions.
• Measuring Success– Define success metrics for services and continuously iterate based on user feedback and analytics.

Skills and Experience

• Proven experience in Service Design, with a strong portfolio of successful end-to-end service improvements.
• Experience conducting user research and translating insights into actionable service improvements.
• Strong understanding of User-Centred Design (UCD) principles and methodologies.
• Experience using tools such as Miro, Figma, Adobe XD, Axure, or Balsamiq.
• Familiarity with Agile and iterative development processes.
• Knowledge of Government Digital Service (GDS) standards (desirable).
• Experience designing services for users with accessibility requirements.

Qualifications & Certifications

• A degree or equivalent qualification related to the area you work in – Desirable
• Due to the nature of this position, you must be willing and eligible to achieve a minimum of SC clearance. To be eligible, you must have been a resident in the UK for a minimum of 5 years and have the right to work in the UK.