Service Design - Senior Consultant

Do you want to use service design to make systems simpler, fairer and more effective? Are you ready to work in a collaborative environment in a purpose-driven business where you can be part of a diverse practice of talented service designers who grow and learn from one another?

As a Service Designer, you’ll connect people, processes and technology to improve how services are delivered, whether that’s helping citizens navigate essential forms or supporting employees with the tools they use. Some projects are high-profile and public-facing while others focus on the behind-the-scenes systems that keep services running smoothly.

The role

• You’ll identify and help solve the more complex service problems that our clients face.
• You’ll investigate, define and design the end-to-end, front-stage and back-stage service journey.
• You’ll consider the problem and solution spaces, balancing user needs, business goals and technical considerations.
• You’ll play a leadership role in projects and guide the direction of work.
• You’ll build relationships with senior stakeholders and other interested parties.
• You’ll support less experienced colleagues and share your extensive knowledge widely.
• You’ll ensure that work is carried out in accordance with Opencast's quality, environmental, and information security policies and procedures, as well as applicable customer policies, standards and procedures while working on client.

If you have less leadership experience, consider our consultant service designer role.

In your CV and interview you’ll need to show how you have:

• analysed and synthesised complex information into actionable insights, needs and recommendations
• conveyed complex information to different audiences, using appropriate creative techniques
• designed artefacts to evidence existing systems and experiences
• designed and facilitated user research, workshops and co-design sessions
• designed accessible and inclusive end-to-end services
• analysed the impact and integration of all aspects of a service in the context of a larger service ecosystem
• worked across multiple work streams
• led discussions with product owners to plan and produce roadmaps
• planned and executed service design practices to different timescales
• considered future business needs and wider client strategies.

Designing to government service standards

• Government Digital Service assessment process
• working in agile delivery teams

As well as service design skills, you’ll need to show that you have:

• built trust and strong working relationships with senior stakeholders
• respectfully and effectively challenged proposed decisions or solutions
• created common ground between people
• assigned tasks and set project milestones for yourself and others
• coached less experienced practitioners

At the interview, we’ll ask you to present a piece of work that demonstrates this experience.

Requirements

Due to the nature of this role, applicants must either currently hold active Security Check (SC) Clearance or be eligible to obtain it. Eligibility typically requires UK citizenship and continuous residence in the UK for the past five years, with no single absence exceeding 28 consecutive days. As a result, we are unable to progress applications from candidates who do not meet these requirements.

What we offer

A competitive package including a 7% employer pension contribution, share options and a discretionary bonus. You’ll also benefit from flexible working hours (aligned to client commitments), 25 days’ holiday, and access to 3 annual “life happens” days to support unexpected situations. We also offer wellbeing support, ongoing professional development, volunteering opportunities and the chance to be part of a genuinely supportive team.

Where you’ll work

Applicants must be able to commute to offices and client sites as part of their normal working arrangements, as travel is essential to fulfilling the responsibilities of the role.

We include you

We welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all.

Interview

Interviews will be conducted via Microsoft Teams. We’re happy to make adjustments to support your needs.

Want to know more? Visit our website or email careers@opencastsoftware.com