GAIN Experience - Service Designer

Business Unit Experience: We create user-centered experiences that drive measurable business impact for public and private sector organisations.

About GAIN is a creative‑led, insight‑driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress. We are explorers of new frontiers, shaping bold strategies that move people, brands, and businesses forward. Individually and together, our specialist teams provide the vision, data, and confidence brands and organisations need to make braver, more impactful decisions. Today as GAIN, we work as a united force, using data to fuel creativity, and technology to unlock new possibilities. As imagineers we don't just embrace innovation – we engineer it, transforming information into action, and ideas into breakthroughs. This is where rebel thinking, smart technology, and data‑driven creativity shape the future. Through our five specialist teams – Creative Studio, Conversion, Customer Science, Experience and Performance – we fuel growth and deliver measurable impact.

The Role: We are seeking a User Experience Consultant who is comfortable working across the full user‑centred research and design process and who has a proven track record in Service Design. Using their skills, knowledge, and understanding of UX best practices and methodologies, the successful candidate will work closely as part of internal and client teams to support and/or manage the development and delivery of high‑quality, engaging digital products and services in line with client requirements.

Responsibilities:

• Liaising with clients to understand their business objectives and documenting their requirements confidently.
• Developing and conducting appropriate research and other UX activities through a range of methodologies including survey, depth interviews, usability testing, card sorting, competitor reviews, personas, IA development, wireframing and prototype development.
• Creating clear as‑is and to‑be service blueprints, user journeys and system maps.
• Defining outcome metrics, tracking results and evolving designs based on research and evidence.
• Leading collaborative workshops with clients to support them in developing and implementing solutions.
• Analysing research to identify problems and opportunities for product or service improvements.
• Making recommendations and confidently communicating these to product and design teams in the most appropriate format, such as verbal presentations, written reports, models and other bespoke deliverables.
• Working with research participant recruitment teams to identify representative users of a product or service.
• Management of UX projects, including liaising with key stakeholders and planning project timescale.
• Supporting the wider team, including client services, sales and marketing as required.

Requirements:

• Ideally educated to degree level in a relevant field and/or having completed a recognised UX intensive course.
• At least 2 years’ commercial experience in UX and ideally some experience within an established agency or consultancy.
• Experienced in a variety of UX research methods such as survey, depth interviews, usability testing, card sorting, tree testing, competitor reviews, persona creation and expert evaluations.
• Experienced in mapping experiences and defining changes based on evidence and insight to meet user and business requirements.
• Experienced in producing concise artefacts including personas, journey maps and blueprints.
• Confident in facilitating co‑design workshops and communicating effectively with stakeholders.
• Experienced in visually communicating design solutions.
• Excellent verbal and written communication.
• Experienced in specifying research participant recruitment criteria.
• A proactive problem solver with a ‘can‑do' attitude and a commitment to continual learning and development.
• Contributes to creating an inclusive and positive team environment.
• Actively looks for opportunities for continuous improvement.
• Able to work independently, managing priorities effectively and work at pace.

How You’ll Work:

• Rebel Thinking: We don't accept "good enough". Rebel Thinking is about curiosity with courage. We make it safe to question assumptions, challenge the obvious, and explore smarter, braver ways forward, even when it feels uncomfortable. This is how new ideas, better products, and real breakthroughs happen.
• Make It Happen: "We turn intent into momentum." Making it Happen is about turning ambition into action. We move fast, learn fast, and push through obstacles together. Progress beats perfection, and momentum creates impact.
• Swarming Our Expertise: "Individually smart. Collectively unstoppable." Swarming our Expertise means we win together. We commit to developing our expertise so that by combining diverse skills, perspectives, and experiences, we solve harder problems faster and deliver results no single expert could achieve together.

Benefits: Our benefits for UK employees include: Private Medical Insurance, Life Assurance, Income protection, Employee Assistance Programme, Cycle to Work salary sacrifice scheme, Tech & Wearables salary sacrifice scheme, Octopus EV Scheme, Discounts and deals on a range of items from hotels, holidays and hormone testing to cinema, gyms and will writing.

GAIN is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.