Service Designer

As a Service Designer at TPXimpact, you will work on projects to map and communicate services clearly and creatively, generating and exploring solutions using a range of visual methods, and using service prototyping to test assumptions and hypotheses. You will be able to think about the technologies, data, and organisational infrastructure that are needed as part of delivering successful service outcomes.

As part of multidisciplinary teams, you will be able to work independently, and with other specialists to produce high-quality work that meets the needs of users. Alongside this, you will play an active role in contributing to our Service & Organisation Design practice.

• Key performance indicators for the role
• Individual utilisation: 90%
• Problem solving responsibility and complexity: Medium, providing practice specific support on client projects to other service designers working in complex spaces
• Internal / External interactions: Work effectively with the Lead, project director or sponsor to manage client relationships successfully. You can be a trusted person to hold some of those conversations when needed.
• Contribute to sales activities (blogging, case study, sharing your work, aligning your deliverables to service offers)

• Working as the service designer in multidisciplinary teams from understanding and visualising 'as is' journeys, to designing 'to be' experiences and service blueprints, as well as prototyping, iterating and measuring the impact of your designs
• Surfacing and/or reducing complexity of experiences and user journeys through visual communication and storytelling
• Facilitating conversations with different stakeholders from within an organisation to build understanding and alignment to help deliver intended outcomes and impact
• Understanding and designing how offline and online interactions fit together to deliver organisation, service and user outcomes
• Using data and research insights to support design decisions
• Prototyping and testing end-to-end services and individual service components
• Working closely with clients to build design maturity through supporting delivery teams and communities of practice
• Contributing actively to our Service & Organisation Design practice, inspiring engagement and sharing
• Continuously maintaining and updating your skills and knowledge to stay current within your relevant field of expertise

• Essential
• Experience in articulating and communicating the value of service design and creating a clear case for change based on user evidence, business outcomes, and/or financial evidence.
• Ability to analyse both qualitative and quantitative data (e.g. user feedback, service performance metrics) to inform and iterate on design decisions.
• Knowledge of and experience in designing services that adhere to standards for accessibility and inclusive design.
• Experience of working across organisational boundaries and connecting different parts of the service or business to explore, understand the as-is and to-be service
• Demonstrated ability to apply systems thinking to understand how the service fits into the broader organisational and technical ecosystem.
• Experience managing and influencing a diverse range of stakeholders, including senior leaders, technical teams, and service users/partners.
• Proven ability to communicate complex design ideas and rationale clearly and persuasively to non-design audiences, using storytelling and evidence to influence decision-making.

• Desirable
• Experience identifying and working with organisational constraints (e.g. policy, technology, data and budget) to shape and/or prioritise a realistic service design plan.
• Some experience in mentoring or coaching junior colleagues or non-designers in user-centred practices.

• Experience of identifying the different parts which make up a service and using them to identify problems.
• Experience of articulating service propositions.
• Experience of developing service models based on user and organisation needs.
• Experience of visual tools and methods (sketching, paper maps, mapping software) to bring ideas to life with stakeholders through conceptual diagrams and detailed service blueprints.
• Experience of using different methods to prototype and test ideas with stakeholders or other designers.
• Some experience of communicating clearly and providing direction quickly to help manage ambiguity, uncertainty and contradictions in a project.
• Good facilitation and communication skills in client contexts (co-design and alignment workshops, seminars, show and tells with mixed groups of internal and external stakeholders).

People-Powered Transformation

We’re a purpose driven organisation, supporting organisations to build a better future for people, places and the planet. Combining vast experience in the public, private and third sectors and expertise in human-centred design, data, experience and technology, we’re creating sustainable solutions ready for an ever-evolving world.

At the heart of TPXimpact, we’re collaborative and empathetic. We’re a team of passionate people who care deeply about the work we do and the impact we have in the world. We know that change happens through people, with people and for people. That’s why we believe in people-powered transformation.

Working in close collaboration with our clients, we seek to understand their unique challenges, questioning assumptions and building in their teams the capabilities and confidence to continue learning, iterating and adapting.

• 30 days holiday + bank holidays
• 2 volunteer days for causes that you are passionate about
• Maternity/paternity - 6 months Maternity Leave, 3 months Paternity Leave
• Life assurance
• Employer pension contribution of 5%
• Health cash plan
• Personal learning and development budget
• Employee Assistance Programme
• Access to equity in the business through a Share Incentive Plan
• Green incentive programmes including Electric Vehicle Leasing and the Cycle to Work Scheme
• Financial advice
• Health assessments

We drive fundamental change in approaches to product and service development, delivery and technology. Our agile, multidisciplinary teams use technology, design and data to deliver better results, improving outcomes for individuals, organisations and communities.

By working in the open, in partnership with our clients, we not only transform their systems and services but also build the capability of their teams, so work can continue without us in the longer term. Our focus is sustainable change, always delivered with positive impact.

We’re an inclusive employer, and we care about diversity in our teams. Let us know in your application if you have accessibility requirements during the interview.

We encourage hybrid working; our team is based across the country, both remotely and from our offices and hubs. Depending on your project, you will be typically expected to attend a Leeds, London or Manchester office once a week.