Service Designer

We are partnered with an industry leading Consultancy firm seeking an experienced designer to join them on a key public sector programme - FTC arrangement. A Senior Service Designer is responsible for partnering with a wide range of stakeholders to deliver design solutions that meet both user and organisational needs within an agile environment. This role involves mapping and analysing existing journeys, facilitating collaborative workshops, and applying design thinking to solve complex challenges. The Senior Service Designer also conducts user research, ensures quality design delivery, and champions inclusive, evidence-based practices. They play an active role in supporting leadership to promote the value of user-centred design across teams.

Key Responsibilities

• Collaborate with multidisciplinary teams including designers, product managers, developers and business analysts to deliver solutions that balance user needs, business goals and technical constraints.
• Analyse and visualise end-to-end services and user journeys to inform improvements and guide decision-making.
• Communicate complex insights in an engaging and easy-to-understand manner for a variety of audiences.
• Plan, design and facilitate workshops that drive progress and foster alignment among stakeholders and users.
• Apply design thinking principles to address complex user and business problems, shaping the direction of services.
• Embed good service design practices within teams and ensure high-quality design outputs.
• Advocate for accessibility and inclusive design, ensuring services work effectively for all users.
• Conduct user research using a range of qualitative and quantitative methods, sharing findings that influence design decisions.
• Support synthesis of research to create clear insights, recommendations and deliverables such as reports and presentations.
• Identify target users and user segments to increase the chances of successful service outcomes.
• Engage constructively with sceptical stakeholders through strong communication and evidence-based approaches.
• Plan and manage service design activities for services with complex user journeys and challenging needs.
• Provide confident and impactful communication, both written and verbal, to clients and delivery teams.
• Offer expert guidance to support the adoption of user‑centred approaches within project teams.
• Work independently and mentor others, encouraging collaboration and shared ownership of design outcomes.

Key Behaviours and Competencies

• Proven experience in service design, ideally working within complex environments such as the public sector or large organisations.
• Demonstrates autonomy and accountability while planning work to meet clear objectives.
• Experience tackling complex problems through user‑centred design techniques.
• Strong understanding of service standards, design thinking and user‑centred design methodologies.
• Skilled in selecting and applying appropriate research methods, both in person and remotely.
• Deep appreciation of user diversity and commitment to designing for accessibility and usability.
• Confident communicator capable of presenting to both technical and non‑technical audiences.
• Applies emotional intelligence and active listening to build positive working relationships.
• Encourages collaboration between varied stakeholders to achieve shared goals.
• Organises and monitors activities to meet deadlines and maintain quality standards.
• Quick learner who adapts to new information and evolving project contexts.
• Positive and proactive approach to teamwork, ways of working and continuous improvement.
• Keen interest in emerging technologies and design practices, with a commitment to ongoing development.
• Able to perform effectively as both an individual contributor and a collaborative team member.

Seniority level: Mid‑Senior level

Employment type: Contract

Job function: Information Technology, Design, and Strategy/Planning

Industries: Business Consulting and Services, IT Services and IT Consulting, and Outsourcing and Offshoring Consulting