Senior Service Designer

As a Senior Service Designer, you will play an important role in making Hippo the best Consultancy out there. You will work as part of a multi-disciplinary team combining data, design, product, delivery, analysis and engineering to deliver bespoke digital services that make a positive and meaningful impact on organisations and society. We’re confident in our abilities, authentic in our approach, and passionate about what we do.

You will act as a Senior Consultant to deliver Service Design services to our clients. You will be an expert in designing end-to-end journeys that connect digital and offline touchpoints. You are a leader of people, confident in using systems thinking and service mapping to identify opportunities for improvement and articulate a clear vision to our diverse range of clients.

Our solutions empower our customers to build and support secure, scalable, and well-engineered systems beyond traditional boundaries that allow our customers to understand and get the most from their data and digital services. The Senior Service Designer will be a key player and leader in this.

Please note we are looking for candidates who are looking for growth at the Senior level; therefore, the advertised salary band represents the entry point for this level, allowing for clear progression within the role.

Your Role in a Nutshell

• Lead the design of end-to-end services, creating and testing service prototypes that solve complex problems across multiple channels and touchpoints.
• Lead the creation of visual service maps, such as service blueprints and ecosystem maps, to understand the “as-is” landscape and provide clear, actionable “to-be” recommendations.
• Translate user research findings and organizational constraints into actionable service concepts and clear roadmaps for delivery.
• Lead collaborative workshops with multi-disciplinary teams and stakeholders to align on service vision and technical feasibility.
• Build strong, lasting relationships with stakeholders, supporting them to understand the value of service design and user-centred principles.
• Collaborate with Product Owners and Delivery Managers to ensure service design activities are integrated into a prioritised backlog and strategic roadmap.
• Identify and apply the best Agile service design processes for projects, ensuring consistent quality and measurable outcomes for users and the business.
• Coach and mentor colleagues and actively shape Hippo’s Service Design community of practice.

Essential Experience

• Expertise in Service Design within a user-centred design (UCD) environment, with a focus on both digital and non-digital interactions.
• Proven ability to work well with researchers and other designers to turn high-level insights into cohesive service solutions.
• Familiarity with service design standards, such as the Government Digital Service (GDS) Service Standard or equivalents.
• Experience in designing accessible and inclusive services, considering the needs of all users across the entire service lifecycle.
• Ability to analyse complex data from different sources (e.g., performance metrics, user feedback) to help the team make strategic service decisions.
• Experience planning and adjusting Agile design workflows to ensure the timely delivery of complex service blueprints and prototypes.

Desirable Experience

• Experience managing service design work by focusing on client needs and helping to write clear project proposals or business cases.
• Ability to help set project goals and ensure all design work contributes to achieving meaningful organizational change.
• Track record of contributing to professional service design groups and offering constructive feedback to others in “crits.”