ARCHIVED Agency / Consultancy Full Time

Senior Service Designer

Transform

The Role:

As a Senior Service Designer, you will be responsible for:

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

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

Nice to have:

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