Senior Service Designer

9 Month FTC

Job Title: Senior Service Experience Designer

Location: Remote

Contract Type: Fixed Term Contract (3rd November – 30th March)

Hours: Monday – Friday, 9:00–17:30

Salary: £55,000 - Pro Rata

Number of Vacancies: 4

Interview Process: Two‐stage interview

Role Overview

As a Senior Service Experience Designer, you will collaborate closely with multidisciplinary teams to design and deliver user‐centred services that meet both user needs and business objectives. You will play a key role in mapping end‐to‐end journeys, facilitating workshops, leading research activities, and shaping high‐quality service design outputs within an agile environment.

This role requires someone confident in solving complex problems, communicating insights clearly, and championing user‐centred design practices across teams.

Key Responsibilities

Design & Delivery

• Develop service design solutions that balance user needs, business goals, and technical constraints.
• Map and analyse existing journeys, processes, and workflows to identify pain points and opportunities.
• Communicate complex information visually and verbally in ways that engage stakeholders and support decision‐making.
• Ensure high‐quality, inclusive, and accessible design outputs that meet recognised standards.

Collaboration & Facilitation

• Work closely with product managers, business analysts, developers, designers, and wider stakeholders.
• Plan, design, and facilitate collaborative sessions including workshops, journey mapping, ideation sessions, and co‐creation activities.

User Research & Insights

• Conduct user research using a range of qualitative and quantitative methods.
• Analyse research data and synthesise insights to inform design decisions.
• Produce reports, presentations, and artefacts that clearly communicate findings and recommendations.
• Support evidence‐based design and ensure user perspectives guide service improvements.

Leadership & Influence

• Mentor and support colleagues, promoting best practice in service design.
• Plan and manage service design activities for complex services with challenging user needs.
• Engage and influence sceptical stakeholders using strong communication and interpersonal skills.

Key Behaviours & Competencies

• Proven experience as a service designer, ideally within complex environments such as public services or large organisations.
• Strong knowledge of service design, user‐centred design methodologies, design thinking, and research practices.
• Understanding of accessibility and inclusive design, ensuring services work for diverse users.