Job title: Service Designer
Responsible to: Head of Service Design
Based: Hybrid - The Grange, Saunderton, Princes Risborough OR Beatrice Wright Centre, Bielby, York
Contract: Permanent
We are looking for a highly motivated, people-focused Service Designer to help us create, improve, and expand services that support people with hearing loss.
Responsible to: Head of Service Design
Based: Hybrid - The Grange, Saunderton, Princes Risborough OR Beatrice Wright Centre, Bielby, York
Contract: Permanent
We are looking for a highly motivated, people-focused Service Designer to help us create, improve, and expand services that support people with hearing loss.
This is a really exciting time to join Hearing Dogs, as we are growing and evolving our services to reach more people in more ways, including expanding our in-person support, developing new digital offers, and testing innovative approaches to service delivery.
This is a unique opportunity to shape services that address both the practical and emotional needs of people with hearing loss, including life-changing hearing dog partnerships, something no other charity provides.
You will play a key role in evolving and developing services that truly meet people’s needs, working closely with people with lived experience, volunteers, and colleagues across the organisation. You’ll take ideas from concept through to real-world pilots, learning what works and helping to scale successful services.
Key Responsibilities
The role
You will contribute to the design, testing, and improvement of services, using a person-centred approach. This is a hands-on and collaborative role, combining practical delivery with insight-driven design.
- Design, test and improve services with people with lived experience, using a person-centred and inclusive approach
- Lead hands-on pilots and trials of new service concepts, working directly with people with lived experience in real-world, in-person and digital settings
- Work collaboratively with people with lived experience, volunteers and frontline teams to co-design and refine services
- Translate pilot learning into clear recommendations and support the scaling of successful services across the organisation
- Work across teams to ensure services are connected, efficient, and easy to use
- Work closely with the Insight and Impact team to understand needs, behaviours and pain points
- Develop end-to-end service journeys and personas, ensuring a holistic understanding of how people experience services
- Create clear, practical visuals and documentation to explain service design, including journeys, processes, roles and systems
- Support colleagues to adopt new service models through collaboration, guidance and training
- Use data, insight and feedback to monitor service performance and continuously improve
- Stay informed about sector trends, competitors and emerging technologies to enhance service delivery
- Explore how digital and AI-enabled approaches can improve service quality and efficiency
- Collaborate with digital, delivery and engagement teams to ensure services are accessible, inclusive and meet real needs
Skills, Knowledge and Expertise
We are looking for someone who is practical, collaborative, and motivated by improving people’s lives.
You will bring:
- Experience of service design or user-centred design, including service development and co-design
- Experience of designing and running pilots or testing new ideas in practice
- Strong understanding of inclusive and person-centred design approaches
- The ability to work with insight and data to inform decisions and drive continuous improvement
- Confidence engaging stakeholders and working collaboratively across teams
- Experience facilitating workshops or co-design sessions with a range of participants
- Strong problem-solving skills, with the ability to turn insight into practical solutions
- Excellent communication skills, including the ability to present ideas clearly using simple, visual formats
What you’ll deliver
- User-centred service designs that are accessible, effective, and grounded in real need
- Clear recommendations for service improvement based on research and insight
- End-to-end journey maps highlighting opportunities for improvement
- Piloted service solutions, with structured testing and iteration
- Insightful evaluation of pilots, including what worked, what didn’t, and recommendations for scaling
- Ongoing feedback loops to inform continuous service development
If this sounds like you, then we would love to hear from you. Please click below to apply - applications close on 21st July 2026.
Please note: This post is exempt from the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 due to its duties involving the protection of children and/or adults at risk. Applicants are therefore required to disclose all spent and unspent convictions, cautions, warnings, and reprimands, as well as any relevant non-conviction information. The successful candidate will be required to undertake a Disclosure and Barring Service (DBS) check in accordance with the Police Act 1997 (Part V).
Benefits
- Employee Assistance Programme.
- Death in Service Payment.
- Annual leave enhancements recognising long service
- Day off for your birthday
- Defined contribution group personal pension plan
- Enhanced sick pay
- Enhanced maternity, paternity and adoption pay
- Eye care
- Hearing tests
- Learning and Development opportunities
- Discounts on merchandise at Hearing Dog gift shops
- Pet Dog Policy
Contact Details:
Hearing Dogs for Deaf People Recruitment Team
