Senior Service Designer

Senior Service Designer

Salary: £57,500–£66,000 per annum

Location: London, with access to other UK office and client locations

Working Arrangement: Hybrid, with travel to an office or client site typically required at least two days per week

Contract: Full-time

Overview

Our client, a growing digital consultancy, is seeking a Senior Service Designer to lead the design and improvement of complex services.

The role will take a holistic view of client organisations, user needs and operational systems to shape effective end-to-end services. The successful candidate will act as a trusted adviser to senior stakeholders, lead strategic service planning and translate complex organisational challenges into clear, practical design outcomes.

Depending on project needs, the role may also include oversight of multidisciplinary delivery teams, management of cross-team dependencies and line management responsibilities.

Responsibilities

• Lead strategic planning for services to ensure they meet both business and user needs.

• Design new end-to-end service propositions and improve existing services.

• Evaluate client organisations, systems, processes and stakeholder relationships to identify opportunities for improvement.

• Create service maps, value propositions, service blueprints and other design artefacts.

• Translate complex organisational and technical information into clear, actionable outputs.

• Advise clients on potential approaches to complex service and organisational challenges.

• Facilitate workshops and guide groups towards shared objectives.

• Represent the customer perspective in design and delivery discussions.

• Develop concepts, proposals and delivery plans for new or improved services.

• Work across organisational, technical and situational boundaries to maintain delivery momentum.

• Manage dependencies across teams and departments where required.

• Support multidisciplinary teams in turning service concepts into practical deliverables.

• Build trusted relationships with senior client stakeholders, service owners and product owners.

• Contribute to the organisation's service design community of practice.

• Line manage and support colleagues where required.

Requirements

• Extensive experience designing end-to-end services and improving services that are underperforming.

• Experience initiating and leading service design activity with a high level of autonomy.

• Strong experience working with service owners, product owners and senior stakeholders.

• Ability to apply user research and service design analysis to support design decisions.

• Advanced experience working within Agile delivery environments.

• Strong understanding of user-centred design principles and multidisciplinary team roles.

• Ability to communicate complex information through clear visual and written outputs.

• Strong facilitation, consultancy and leadership skills.

• Experience managing relationships and building long-term strategic partnerships.

• Ability to take a pragmatic approach to meeting client needs.

• Confidence responding constructively to challenge and creating trust within teams.

Desirable

• Experience working with Government Digital Service standards or within the public sector.

Benefits

• Employer pension contribution of 6%, with a 2% employee contribution.

• 25 days annual leave, plus UK public holidays.

• Employee discount platform.

• Critical illness cover.

• Life assurance and death-in-service cover.

• Volunteer days.

• Cycle-to-work scheme.

• Salary-sacrifice electric vehicle scheme.

• Season-ticket loans.

• Financial and general wellbeing sessions.

• Flexible benefits options, including private medical and dental cover.

• Option to select additional employer pension contributions.

• Option to purchase up to two additional days of annual leave.

• Wellbeing and charitable contribution options.

• Employer-supported tree planting.

• Relocation support of up to £8,000, subject to terms and conditions.

Application Process

Applications should be submitted through the recruitment consultant's application process.

Candidates must be located within reasonable travelling distance of one of the organisation's UK offices and be willing to travel to office or client sites. Depending on client requirements, on-site attendance will normally be required for at least two days per week.

The advertised salary range represents the entry point for this level, with scope for progression within the role.