Senior Service Designer

About the role

In this dynamic role, you’ll collaborate with academic departments, faculties, and professional service functions to design and improve user-centric services that align with UCL’s strategic goals. Your expertise will ensure our services are not only efficient and accessible but also deliver a meaningful impact across our university community.

As a Senior Service Designer, you will play a crucial role in shaping how services are designed and delivered at UCL. You will work closely with academic departments, faculties, and professional service functions to create seamless, user-centric experiences that align with UCL’s strategic goals. Your work will directly contribute to improving service accessibility, efficiency, and impact across the university.

In your cover letter, kindly describe why you are an excellent fit for this role and your motivations for applying to UCL.

Key responsibilities include:

• Conducting user research to understand the needs, behaviours, and pain points of UCL’s diverse user base.
• Designing end-to-end service journeys that are accessible, inclusive, and efficient.
• Collaborating with cross-functional teams to develop and implement service improvements.
• Ensuring that operating models, organisational design, and process design are fully integrated into all service designs.
• Leading service design work for priority strategic change projects, including planning and project activities.
• Developing measures and reporting frameworks to monitor the impact and value of service design.
• Acting as a trusted advisor to Deans, Directors of Operations, and Functional Leads, providing expert guidance on service design.

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.

Our advertisements may close early if we receive a high volume of applications, even if a deadline has been published. Therefore, we encourage you to submit your application as soon as possible. Whenever feasible, we will include the interview date or a projected interview date in the advertisement.

About you

This is a unique opportunity to influence the future of service design at UCL, ensuring best practices in user experience, operational efficiency, and organisational transformation.

• Work as part of a small team of Service Designers and a wider team of Business Analysts to conduct user research, design new services, and support their implementation.
• Focus on high-volume services used by the university community, ensuring compliance with regulations and legislation, improving efficiency, and fostering development.
• Design and deliver services that connect people, processes, and technology in a complex environment with 15,000+ staff, 50,000 students, 11 academic faculties, and 109+ academic departments.
• Play a key role in upskilling teams across UCL, contributing to a sustainable and impactful Service Design methodology.