Service Designer - GDS/UCD

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: 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 seeking an experienced Service Designer to join our team. This individual will lead the design of end‑to‑end enterprise experiences, ensuring seamless integration and delivery across user types, technology and channels.

Responsibilities:

• Plan and facilitate workshops for clients to create a collective understanding of the end‑to‑end, front‑to‑back service experience by mapping the orchestration of events that span technology, people and platforms.
• Collaborate with user research colleagues to demonstrate and communicate insights from research to stakeholders, helping shape strategic initiatives and the wider roadmap.
• Define key UX and organisational measurements to track and prove the initiative delivers positive outcomes for both users and the business.
• Produce artefacts such as concept journeys, service blueprints and roadmaps that elevate the total user experience beyond immediate products or services.
• Facilitate collective understanding of the end‑to‑end, front‑to‑back experience by mapping the orchestration of events at the intersection of technology, business and design.

Required technical and professional expertise:

• 1-2 years proven experience in service design and methodologies.
• Experience of working with/delivering for external clients.
• Strong research and analysis skills.
• Excellent communication and interpersonal skills.
• Ability to work well in 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, colour, 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.