Service Designer

As our service designer, you’ll identify and solve our clients’ service problems. You’ll balance user needs, business needs and technical considerations. You’ll investigate and design the end-to-end, front stage and back stage service journey considering both the problem and solution space.

We’re currently shaping our service design offering for a range of clients. If this is something you’d be keen to get involved in, we’d love to hear from you.

What you’ll do within our teams

• • evaluate how well a service is meeting user and business needs.
  • ability to work at both program and project level and be a key role within each.
  • define benchmarking criteria like KPIs and success measurements using a range of data sources and methods.
  • plan and run workshops with users and stakeholders to gain a shared understanding and first-hand insights.
  • undertake research and analysis alongside user researchers and other service designers.
  • create service blueprints. You’ll collate information from multiple sources and disciplines to capture the full end-to-end journey.
  • effectively communicate ideas, journeys, and solutions to a range of audiences. You’ll use the most appropriate tool or technique to do this.
  • create prototypes at the appropriate level of fidelity to communicate ideas.
  • strong experience designing within digital, but also other channels like telephony, mail, and face to face.
  • consider solutions for different platforms, channels and devices. You’ll understand the possibilities and limitations of each.
  • define clear and actionable recommendations for achieving business and user goals.
  • influence change within teams, processes, and to stakeholders about the value of your service design work.

You’ll suit this role if you:

• • have a strong understanding of all UCD disciplines and champion for them equally.
  • have experience of solving wider scale problems not just immediate ones.
  • can diplomatically and clearly articulate tensions between technical, business and user need. You communicate respectfully with clients who aren’t as familiar with service design.
  • work well with all specialisms in a multidisciplinary team. You’ll also aid collaboration between previously separate/siloed people, departments and teams.
  • understand agile processes and enjoy working with clients as they evolve and adapt.
  • enjoy building trusting and open relationships with clients.
  • can discuss and define strategy with senior stakeholders.
  • provide guidance and leadership to all kinds of people, including teammates, consultants outside of UCD, stakeholders and client teams.
  • can provide strategic guidance on proposed approaches and solutions. This includes any time and budgetary constraints.
  • are skilled at spotting opportunities for work beyond the original scope or request.
  • can influence and sell the value of service design to clients and their stakeholders.

Bonus nice-to-haves

• • experience working on complex service design projects that required skilled and intensive stakeholder management.
  • experience in another UCD specialism.
  • a mixture of experience from the public and private sectors.
  • a coaching mindset when it comes to sharing best practices for ways of working.
  • a strong understanding of GDS and designing to government service standards, preferably on projects that passed assessments.