Senior Service Designer

Key Responsibilities

• Understanding the strategic context of clients and reconciling customer needs with strategic priorities
• Leading and/or playing a senior team role in service design projects, in a range of different sectors
• Building client accounts through outstanding and award-winning work
• Running client workshops
• Making complex product, service and operating systems easy to understand for clients and colleagues through simple and accessible visualisation.
• Developing new service propositions for clients
• Developing skills and mentoring colleagues in the service design practice

Skills, Knowledge and Expertise

• At least 5 years’ experience working in service, product and experience design projects, leading multi-discipline teams to deliver projects
• Expertise and deep knowledge of service design tools and methodologies, such as service blueprints, service mapping, systems thinking, journey mapping
• Ability to produce highly visual output for clients, documents, presentations, or workshop materials
• Demonstrable experience in user research techniques and analysis, e.g., interviews, contextual inquiry, customer journey analysis and mapping
• Excellent analytical and problem-solving skills, including data and thematic analysis
• Ability to quickly develop recommendations based on evidence
• Experience of stakeholder engagement and facilitation in complex programmes
• Conceptualisation and proposition development supported by research
• Strong communicator (e.g., through visual artefacts, design concepts, verbal and written)
• Agile methodology
• Confident in presenting explaining user needs to clients who may be unfamiliar with user-centred design
• Experience managing/mentoring more junior team members
• Ability to identify opportunities that create product or business value
• Experience across web content, tools, and transactional services, especially those with complex user journeys.
• Demonstrable knowledge, experience in and passion for web/application user-centred design practices
• A growth mindset 
• AI curious and ready to embrace opportunities

• Degree in Human-Computer Interaction (HCI)/Usability/Cognitive Psychology/Market Research or related field
• Experience working with government and the public sector
• Experience or knowledge of the Government Digital Service and government design principles
• Experience of the Government Digital Service design system
• Experience of delivering Discovery, Alpha, Beta, Live
• Retail, FS, government experience
• Experience in design sprints and rapid prototyping

About us and our benefits

• We raise the bar
• We look out for each other
• We embrace our differences
• We shape a changing world
• We’re all in

• Holiday entitlement, 28 days with the option to buy/sell up to 5 days (note that 3 days are held for Christmas holidays)
• Day off (on or in the week of) your birthday 
• Pension eligibility, up to 5% matched contributions
• Private healthcare 
• Life assurance
• Enhanced maternity and enhanced paternity and shared parental leave 
• Cycle to work schemes
• Gym & retail discounts 
• Regular social events/activities
• A range of other benefits from our flexible benefits package