Senior Service Designer

What you’ll do

As a senior consultant in service design, you’ll be seen by the client project team and senior client stakeholders as a trusted expert in your field. You may perform the role of a service delivery lead overseeing our project delivery team. Depending on the size, complexity, and needs of the project, you will manage various dependencies across teams and departments.

You will support the team in delivering at pace by working effectively across organisational, technical, and situational boundaries and translating concepts into tangible deliverables for the team to execute on.

Contributing to the service design Community of Practice, you may also be a line manager. We will provide exciting opportunities to share your expertise to influence clients and team members and to develop as a leader.

Key Responsibilities:

• Lead strategic planning for the client’s service to ensure it meets business and user needs.
• Articulate goals for the service through artefacts such as service maps, value propositions or service blueprints.
• Provide advice and recommendations on potential approaches to organisational problems.
• Plan and facilitate groups toward a common goal and be the voice of the customer in the room.
• Generate concepts, proposals and plans for new service propositions, or to evolve and improve existing services.
• Simplify complex, cross-departmental information and processes, making them understandable to all through visual communication.

About the Candidate:

You will be an expert at designing services from end to end and improving existing services that are underperforming. Your work will be primarily self-initiated. Experience of working with service/product owners and senior stakeholders is essential, as is the ability to take a pragmatic approach to meeting a client’s needs.

You will also:

• Be confident working with senior stakeholders, demonstrating how user research and service design analysis techniques have been used to support the design decisions
• Manage relationships effectively, building long-term, strategic partnerships
• Have advanced experience with Agile delivery
• Be able to create trust and authenticity in teams and can respond to challenges.

Government Digital Service (GDS) or Public Sector experience is an advantage but not essential.