Interaction Designer - Public Sector

At IBM Consulting UK FutureNow, you'll build a career at the forefront of hybrid cloud and AI, working with leading clients across the public and private sectors. You'll collaborate with top industry professionals, gain hands-on experience with cutting-edge technologies, and deliver solutions that create real business impact. From day one, you'll work on meaningful, high-profile programmes that stretch your skills and accelerate your growth. We invest heavily in you—supporting continuous learning, in-demand skills development, and long-term career progression. You'll thrive in a flexible, inclusive environment that values curiosity, encourages reinvention, and recognises what makes you unique.

We offer:

• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme.
• More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group pension plan through salary sacrifice.

Your role and responsibilities:

We are looking for an experienced Service Designer to support the design and improvement of end-to-end public services. In this role, you will work within multidisciplinary teams to map how services operate across people, policy, processes, and technology, helping to deliver services that meet user needs and align with government standards.

Responsibilities:

• Plan and facilitate workshops that bring teams and stakeholders together to build a clear understanding of the full end-to-end service, including user journeys, operational processes, and supporting systems.
• Work closely with user researchers to interpret and communicate insights, ensuring research evidence informs service design decisions and strategic planning.
• Identify and define service-level measures and success criteria that demonstrate improved outcomes for users, staff, and the organisation.
• Create and maintain service design artefacts—including service blueprints, user journeys, concept models, and roadmaps—to support delivery across discovery, alpha, beta, and live phases.
• Help teams understand how services work today and how they could work in the future by mapping interactions across technology, policy, operations, and user touchpoints.
• Support the development of inclusive, accessible, and user-centred services in line with GDS principles and the Service Standard.

Join our dynamic team and take on the challenge of shaping end-to-end enterprise experiences for users, prospects, customers, and employees. As a Service Designer, you'll generate insights through research, analyse findings to inform strategic initiatives, define key UX and organisational measurements, and design.

Required technical and professional expertise:

• Ability to explain complex issues and design concepts clearly to stakeholders and team members who are not design specialists.
• Skilled at documenting design decisions, outlining risks, and highlighting outstanding issues.
• Confident in guiding teams toward a shared design approach by constructively challenging assumptions and asking the right questions.
• Capable of advising teams on designing services that are inclusive, accessible, and environmentally responsible.
• Experience creating ethical, user-centred designs that consider personal, social, and contextual factors.
• Able to ensure designs meet required standards, including accessibility and regulatory expectations.
• Experience coordinating and leading design activities within a team, with appropriate support.
• Able to communicate the value and impact of user-centred design across the organisation.
• Supportive of colleagues and able to mentor or guide other designers when needed.
• Comfortable working with digital, data, and technical leaders to ensure alignment.
• Experience working with or delivering services for external clients.
• Strong analytical and research skills.
• Excellent communication and interpersonal abilities.
• Able to work effectively within a team and adapt to changing priorities.

To stand out, experience with user research methods and tools, familiarity with service design frameworks, knowledge of UX design principles, and experience with visual design tools would be advantageous. Above all, a passion for service design and continuous improvement is essential.

This role is subject to pre-employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV).

Preferred technical and professional experience:

• Experience with user research methods and tools.
• Familiarity with service design frameworks (e.g., Double Diamond, Service Design Network).
• Knowledge of UX design principles and practices.
• Experience with visual design tools (e.g., Sketch, Figma, Adobe XD).
• Passion for service design and continuous improvement.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.