Senior Service Designer in London

We’re looking for a Senior Service Designer, who will report to a Lead Service Designer and support the Head of Practice to lead a stable and knowledgeable practice. On client projects, your expertise means you’ll manage or maintain the quality of the design work delivered. You’ll work as part of multidisciplinary teams, including others in DT Design and across TPXimpact, as well as associates and client teams. You’ll support running the practice effectively as a line manager and mentor.

Responsibilities

• Support the Lead, Project Director, partner or sponsor to deliver successfully on a client project.
• Support delivery colleagues in raising issues quickly.
• Confidently communicate the value of service design and user‑centered design approaches in digital design.
• Support business development activities led by others such as bids and client pitches/presentations.
• Adapt rapidly to constructive feedback.
• Comfortable having difficult conversations with others about project scope, risks and challenges.
• Contribute actively to Community of Practice activities through sharing your work, knowledge and approaches and help define best practices to improve consistency of delivery.
• Stay up‑to‑date with the latest industry trends and technologies, and share this knowledge with others.
• Line manage others in your practice and escape emerging issues to colleagues quickly.
• Adapt your approach depending on a client’s organisational culture, design maturity and appetite for change.
• Foster a culture of collaboration and continuous improvement on teams and across TPXimpact.
• Continuously maintain and update skills and knowledge to stay current within your relevant field of expertise.

About You

Professional Knowledge and Experience

Essential

• Able to partner and work with clients to build, grow, develop UCD Capability.
• User‑centred design and agile ways of working, working through the entire design process, from user research to creating, testing and rolling out new solutions.
• Navigating the complexities of public services and/or regulated industries, understanding the systems they’re part of in order to affect change.
• Identifying areas of opportunity for service innovation and how to design for them, having an inclusive approach, involving at‑risk and hard‑to‑reach groups.
• Designing and leading as‑is and to‑be prototypes, and be able to test them from participant recruitment to creating and evaluating new or improved touchpoints.
• Know how to carry out service audits and measure the performance of a service and be able to make recommendations for improvements.
• Able to visualise and communicate strategic thinking and impact of change through engaging storytelling with senior leaders, stakeholders, users and communities.
• Able to create business cases to surface opportunities and next steps towards service transformation and service‑led organisations.
• Knowledge in business models, understanding operating models and organisational models.
• Leads/mentors other designers.

Desirable

• History of working in an agency/consulting environment.
• History of working in Central Government on Alpha, Beta and Live projects following the GDS service standard.

Technical Skills

• Map complexity within a system and organisation; relationships, influences, dependencies, patterns, dynamics.
• Articulate service propositions and develop different service models based on user and organisation needs.
• Translate ideas, from sketching through to high‑fidelity designs to test assumptions and hypotheses, and bring ideas to life with stakeholders using an evidence‑led approach where you use data and research insights to support design decisions.
• Co‑design approaches to bring different people together, including users and stakeholders, to help them understand the service landscape and how the service is performing.
• Prototype and test end‑to‑end services and individual service components.
• Create visual and engaging artefacts to communicate experiences, problems, opportunities and ideas, including both high‑level conceptual diagrams and detailed service blueprints.
• Contribute to service backlogs and keep the user needs at the heart of the project.
• Support the design of inclusive and accessible products and services.
• Experience of working with technology and change specialists in technical and complex programmes of work that includes alpha, beta, live phases.

Behaviours and PACT Values

• Purpose: Highly values‑driven, recognising that our clients’ needs are paramount. Approach client engagements with professionalism, creativity and flair, whilst balancing our commercial and operational needs.
• Accountability: When in a leadership position on a client project, accountable for delivering your part of a project on time and under budget, working well with other leaders and setting practice standards that align to our DT Ways and Missions.
• Craft: Able to balance multiple priorities while leading high‑performing teams and establishing trusted relationships inside and outside of TPXimpact. Navigate ambiguity and use confidence to assimilate direction and approaches that support positive outcomes.
• Togetherness: Collaborate effectively with others across TPXimpact, build strong relationships that demonstrate the importance of excellent delivery and client experience as a collective effort, and thrive working with others, providing clarity around vision and objectives.

Benefits

30 days holiday +