Senior Service Designer in Cardiff

Cardiff, GBR, CF10 1FT | Glasgow, GBR, G511DA | London, GBR, W1A 1AA | Newcastle-upon-Tyne, GBR, NE991RN | Salford, MAN, GBR, M50 2QH

JOB DETAILS

• JOB BAND: D
• CONTRACT TYPE: Permanent, Full-time
• DEPARTMENT: User Experience
• LOCATION: London, Salford, Glasgow, Newcastle or Cardiff – Hybrid
• PROPOSED SALARY RANGE: Up to £68,000 depending on relevant skills, knowledge and experience.

The expected salary range for this role reflects internal benchmarking and external market insights. We’re happy to discuss flexible working. If you’d like to, please indicate your preference in the application – though there’s no obligation to do so now. Flexible working will be part of the discussion at offer stage.

PURPOSE OF THE ROLE

We’re looking for a Senior Service Designer to lead service design strategy and direction across complex problem spaces within BBC Product Group teams. Service Designers at the BBC are uniquely positioned to tackle challenges at scale, identify opportunities that cut across products and platforms, and bridge the needs of audiences, teams and the wider organisation. This is a senior role in scope, influence and accountability. You’ll be expected to take a holistic view of end-to-end services, connecting front-stage user experiences with back-stage processes, systems and operational realities. You’ll frame complex problems, influence decisions beyond your immediate team, and help shape direction at a service and organisational level. Alongside leading service design within your own work, your impact will extend through strategic thinking, leadership, and raising the quality and maturity of service design practice around you.

WHY JOIN THE TEAM

This role offers the opportunity to shape and improve services used by millions, working at a scale and complexity few organisations can offer. You’ll partner with senior colleagues across product, engineering, operations and the wider organisation to ensure we’re addressing the right problems and improving services end to end - not just individual touchpoints. You’ll work on challenges that cut across teams, platforms and organisational boundaries, where meaningful change requires service-level thinking, systems awareness and strong judgement. Collaboration is central to the role, whether that’s with delivery teams, operational partners, or specialists across design, data and technology. This role is suitable for service designers who lead through judgement, influence and care for outcomes, and who are motivated by improving how services work for audiences and the people who deliver them. You’ll have the opportunity to raise the maturity of service design practice, and help deliver inclusive, world-class services for all.

YOUR KEY RESPONSIBILITIES AND IMPACT:

• Lead service design direction within complex problem spaces, shaping end-to-end services and aligning initiatives to strategic objectives and audience value.
• Navigate complexity with confidence, working across interconnected teams, systems and organisational boundaries to deliver meaningful service outcomes.
• Own the impact, taking accountability for service-level outcomes, not just design outputs. Ensuring services genuinely meet audience needs.
• Design for improvement by mapping and modelling services, identifying pain points across front- and back-stage, and creating opportunities to improve service effectiveness and inclusion.
• Influence insight, shaping priorities and decisions by presenting clear, evidence-based service recommendations to senior stakeholders.
• Simplify the complex, turning large volumes of conflicting information into clear, actionable service narratives that support shared understanding and decision-making.
• Champion excellence in service design through coaching, critique and the consistent application of inclusive design principles, strengthening practice across teams.

YOUR SKILLS AND EXPERIENCE ESSENTIAL CRITERIA:

• Demonstrate significant experience designing and delivering complex services across multiple platforms and channels, digital and non-digital touchpoints.
• Demonstrable experience designing and influencing both front-stage user experiences and back-stage processes, systems or operational models to improve service outcomes.
• Evidence of leadership through influence rather than hierarchy, including shaping problem definitions, aligning multiple teams, and influencing service or operational decisions.
• Proven ability to manage complex stakeholder environments with competing priorities, and to influence senior decision-makers through clear, evidence-based service narratives.
• Confidence navigating ambiguity arising from complex organisational, technical, or policy constraints, and leading multidisciplinary teams toward shared service outcomes.
• Skilled in service mapping, service blueprinting, systems thinking, prototyping and testing, and using these artefacts to inform organisation decision-making.
• Examples of achieving a high bar through delivery, demonstrating excellent communication, strategic thinking and problem-framing skills.

If you can bring some of these skills and experience, along with transferable strengths, we’d love to hear from you and encourage you to apply.

Before your start date, you may need to disclose any unspent convictions or police charges, in line with our Contracts of Employment policy. This allows us to discuss any support you may need and assess any risks. Failure to disclose may result in the withdrawal of your offer.

Disclaimer

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.

Please note: If you were to be offered this role, the BBC will conduct Employment screening checks which include Reference checks; Eligibility to work checks; and if applicable to the role, Safeguarding and Adverse media/Social media checks. Any offer made is conditional on these checks being satisfactory.

The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.

Information at a Glance

This is your BBC At the BBC you can create and innovate in an inclusive environment while contributing to some of the world’s best loved content, and the BBC’s mission to inform, educate and entertain.

Life at BBC

Here you will benefit from: Fair pay and flexible benefits including a competitive salary package, a flexible 35-hour working week, 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care and gym. Excellent career and professional development. Support in your working life, including flexible working which you can discuss with us at any point during the application, selection or offer. A values-based organisation where the way we do things is important as what we do.

Benefits may vary if you are joining on an FTC basis or on an orchestra conditions contract. Learn more about life at the BBC and our values in our candidate pack.

Candidate pack

You belong We have a working environment where we value and respect every individual's unique contribution, so all our employees feel that they can belong, thrive and achieve their full potential. We want to attract the broadest range of talented people to join us. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity. We welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. Find out more about diversity, inclusion and belonging in our strategy below.

Disability confident are a disability confident employer. If you need to discuss adjustments or access requirements for the interview process, or to carry out this role, please contact us via email and we’d be happy to discuss reasonable adjustments.