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- Tasks: Lead the design of user-centred services that transform experiences for students and staff.
- Company: Join UCL, a top global university committed to innovation and diversity.
- Benefits: 41 days holiday, pension scheme, gym access, and professional development opportunities.
- Why this job: Make a real impact in shaping UCL's future through innovative service design.
- Qualifications: Experience in service design and strong collaboration skills required.
- Other info: Dynamic environment with a focus on equity, diversity, and inclusion.
The predicted salary is between 42000 - 84000 £ per year.
UCL is one of the world's leading universities, recognised for academic excellence, global impact, and a strong commitment to tackling real-world challenges. We are a diverse community where bold ideas are not only welcomed but expected - where thinking differently is part of our culture. Now is an exciting time to join us as we build a new service design capability and lead transformation that is reshaping how students and staff experience UCL.
User-centred design enables us to simplify complexity, create great experiences, and deliver meaningful, measurable value across the university.
About the role
As a Senior Service Designer, you will play a pivotal role in shaping how UCL delivers its most critical services to students and staff. Sitting within the Strategic Change team, you'll lead the design of services that are intuitive, inclusive, and aligned with UCL's strategic priorities - transforming how people experience the university every day. This is a high-impact role at the heart of UCL's transformation agenda. You'll collaborate across complex systems and structures to design services that connect people, processes, and technology, whether that's improving student enrolment, streamlining staff onboarding, or enhancing access to core university functions. You'll help us to grow UCL's internal service design capability - coaching colleagues, sharing best practice, and utilising tools and methods that embed user centred design at every stage of transformation. Championing the voice of the user, you will support us to build a culture of design-led improvement that will shape UCL's future.
You will:
- Lead the design of end-to-end services that are seamless, inclusive, and user-centred.
- Conduct deep user research to uncover insights and drive meaningful change.
- Collaborate with users, academic and professional teams to co-create impactful services.
- Ensure alignment across operating models, organisational structures, and processes.
- Champion service design in strategic change initiatives, from discovery through to delivery.
- Define success metrics and demonstrate the tangible value of your work.
- Serve as a trusted advisor to senior leaders, influencing decisions at the highest levels.
About you
You are a confident and curious designer with a strong track record of shaping and delivering user-centred services in complex, multi-stakeholder environments. You bring deep expertise in service design, from research and journey mapping to prototyping and testing, and you thrive on turning complexity into clarity. You also understand how operating models can shape service delivery and ensure they support seamless, scalable, and sustainable experiences. You're skilled at navigating large organisations and understand how to design services that work across digital, physical, and organisational boundaries. You know how to engage diverse voices and translate their needs into great services. You lead with empathy and evidence, facilitating collaborative design and supporting delivery teams to bring ideas to life. You're as comfortable in a workshop as you are advising senior leaders, and you know how to build trust, influence decisions, and embed sustainable design practices that leave a lasting legacy.
In return, you'll have the opportunity to make a significant impact in our new Service Design team, working alongside visionary leaders and talented colleagues. We offer a collaborative environment where your ideas are valued, your growth is supported, and your work directly contributes to the university's bold strategic goals. Our people really are our greatest asset and we invest in them so that they can fulfil their potential. Equity, diversity and inclusion is important to us. We are committed to creating an environment where everyone is encouraged to give their best in a place where their unique experiences, perspectives and skills are seen as valuable assets.
Please ensure that you attach a portfolio with your application and use the cover letter to demonstrate how you meet the person specification and the desired criteria for this role. We encourage you to submit your application as soon as possible, as we may close applications early if we receive a high volume of interest. We regret to inform you that we cannot currently sponsor or support visa applications for this role. Applicants must possess the legal right to work in the UK.
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits:
- 41 Days holiday (27 days annual leave, 8 bank holiday and 6 closure days)
- Additional 5 days' annual leave purchase scheme
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme and season ticket loan
- Relocation scheme for certain posts
- On-site gym
- Enhanced maternity, paternity and adoption pay
- Employee assistance programme: Staff Support Service
- Discounted medical insurance
Our commitment to Equality, Diversity and Inclusion
As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL's workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; and for our Grade 9 and 10 roles, women. Our department is working towards an Athena SWAN award. We are committed to advancing gender equality within our department.
Senior Service Designer in England employer: UCL
Contact Detail:
UCL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Designer in England
✨Tip Number 1
Network like a pro! Reach out to current or former UCL employees on LinkedIn. Ask them about their experiences and any tips they might have for your application process. Personal connections can give you insights that make all the difference.
✨Tip Number 2
Prepare for the interview by diving deep into UCL's values and recent projects. Show us that you’re not just a fit for the role, but also for the culture. Tailor your examples to highlight how your experience aligns with their mission of user-centred design.
✨Tip Number 3
Practice your storytelling skills! When discussing your past projects, focus on the impact you made. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep it engaging. We love hearing about real-world results!
✨Tip Number 4
Don’t forget to showcase your portfolio! Make sure it’s up-to-date and highlights your best work in service design. Bring it to the interview and be ready to discuss your thought process behind each project. It’s your chance to shine!
We think you need these skills to ace Senior Service Designer in England
Some tips for your application 🫡
Showcase Your Portfolio: Make sure to attach a portfolio that highlights your best work. We want to see how you've tackled complex service design challenges and the impact of your solutions. This is your chance to shine!
Tailor Your Cover Letter: Use your cover letter to connect your experience with the specific requirements of the Senior Service Designer role. We’re looking for how you meet the person specification, so be clear and concise about your relevant skills.
Be Authentic: Let your personality come through in your application. We value diverse voices and unique perspectives, so don’t hesitate to share your story and what drives you as a designer. It’s all about making a genuine connection!
Apply Early: We encourage you to submit your application as soon as possible. With high interest in this role, we might close applications early. Don’t miss out on the opportunity to join our team at UCL!
How to prepare for a job interview at UCL
✨Know Your User-Centred Design Principles
Before the interview, brush up on user-centred design principles. Be ready to discuss how you've applied these in your previous roles, especially in complex environments. UCL values a strong understanding of how to create inclusive and intuitive services, so share specific examples that highlight your expertise.
✨Showcase Your Collaborative Spirit
Collaboration is key in this role, so prepare to talk about your experiences working with diverse teams. Think of instances where you co-created solutions with users or stakeholders. Highlight how you facilitated workshops or discussions that led to impactful service designs.
✨Demonstrate Your Research Skills
UCL is looking for someone who can conduct deep user research. Be prepared to explain your research methodologies and how you've used insights to drive meaningful change. Bring along examples of how your research has shaped service delivery in past projects.
✨Align with UCL's Strategic Goals
Familiarise yourself with UCL's strategic priorities and think about how your skills can contribute to their transformation agenda. During the interview, articulate how your vision aligns with their goals and how you can help build a culture of design-led improvement at UCL.