Senior Service Designer
LondonHybrid
AI Summary
A Senior Service Designer leads service design projects across public and private sectors, combining user research, systems thinking, and visual communication to design and improve complex products and services.
About this role
About us
We're Transform.
Transform is a fresh alternative to Big Consulting. As an end-to-end transformation partner, we define, design, build and operate systems that solve our clients’ toughest challenges and seize their biggest opportunities. That often means combining strategy, data, AI, technology, and change management. Sometimes we manage and operate the systems we create; other times, we hand it over for the client to run – standing by to make improvements when things change. It all comes down to making an impact: improving lives, supporting citizens, streamlining workflows, and making the world a better place. We specialise in public sector and public-facing organisations—from government agencies and local authorities to energy, utilities, transportation and healthcare. We also work for some of the world’s most dynamic brands across automotive, retail, financial services, and consumer goods. We work closely (often on site) with our clients; to deliver impact you are keen to help us build the workforce of the future, we should talk.
We’re all in! That's what gets us out of bed every day. We hope you feel the same.
Our Research and Service Design practice
We believe good design changes lives. We exist to help organisations solve complex problems through empathy, evidence and craft, working with our heads, hearts and hands.
That means immersing ourselves in the worlds of those we're designing for. Our research goes beneath the surface, understanding the contexts, constraints and the systemic forces shaping people’s experiences. We make sense of complex systems, visualise service ecosystems, tell the stories that matter, using data to ground our decisions in reality, not assumption.
We design with those who use, deliver, manage and commission services because we believe that's the best way to create change that lasts. We bring that same spirit to our client relationships – growing design-thinking communities, nurturing capability and leaving things better than we found them.
We design with those who use, deliver, manage and commission services because we believe that's the best way to create change that lasts. We bring that same spirit to our client relationships – growing design-thinking communities, nurturing capability and leaving things better than we found them.
Our work spans central government, local authorities, justice, health, trade, education and beyond. If that sounds like your kind of place, we'd love to hear from you.
The Role: Senior Service Designer
Key Responsibilities
As a Senior Service Designer, you will be responsible for:
- Understanding the strategic context of clients and reconciling customer needs with strategic priorities
- Leading and/or playing a senior team role in service design projects, in a range of different sectors
- Building client accounts through outstanding and award-winning work
- Running client workshops
- Making complex product, service and operating systems easy to understand for clients and colleagues through simple and accessible visualisation.
- Developing new service propositions for clients
- Developing skills and mentoring colleagues in the service design practice
Skills, Knowledge & Expertise
- At least 5 years’ experience working in service, product and experience design projects, leading multi-discipline teams to deliver projects
- Expertise and deep knowledge of service design tools and methodologies, such as service blueprints, service mapping, systems thinking, journey mapping
- Ability to produce highly visual output for clients, documents, presentations, or workshop materials
- Demonstrable experience in user research techniques and analysis, e.g., interviews, contextual inquiry, customer journey analysis and mapping
- Excellent analytical and problem-solving skills, including data and thematic analysis
- Ability to quickly develop recommendations based on evidence
- Experience of stakeholder engagement and facilitation in complex programmes
- Conceptualisation and proposition development supported by research
- Strong communicator (e.g., through visual artefacts, design concepts, verbal and written)
- Agile methodology
- Confident in presenting explaining user needs to clients who may be unfamiliar with user-centred design
- Experience managing/mentoring more junior team members
- Ability to identify opportunities that create product or business value
- Experience across web content, tools, and transactional services, especially those with complex user journeys.
- Demonstrable knowledge, experience in and passion for web/application user-centred design practices
- A growth mindset
- AI curious and ready to embrace opportunities
Nice to have:
- Post-graduate degree or professional certification in Human-Computer Interaction (HCI)/Usability/Cognitive Psychology/Market Research or related field
- Experience working with government and the public sector
- Experience or knowledge of the Government Digital Service and government design principles
- Experience of the Government Digital Service design system
- Experience of delivering Discovery, Alpha, Beta, Live
- Retail, FS, government experience
- Experience in design sprints and rapid prototyping
Benefits
Our culture is built on:
- We raise the bar
- We look out for each other
- We embrace our differences
- We shape a changing world
- We’re all in
Our benefits include:
- Holiday entitlement, 28 days with the option to buy/sell up to 5 days
- Day off (on or in the week of) your birthday
- Pension eligibility, up to 5% matched contributions
- Private healthcare
- Life assurance
- Enhanced maternity and enhanced paternity and shared parental leave
- Cycle to work
- Gym & retail discounts
- Regular social events/activities
- A range of other benefits from our flexible benefits package
At Transform, you can expect meaningful work, with real impact and the space to grow as people as well as a professional.
You’ll work alongside curious, authentic experts who care deeply about doing the right thing, for our clients and for each other with no egos, no blame, and no standing on the sidelines.
We’re all in on creating an environment where people feel supported, included and trusted to do their best work. In return, we ask for curiosity, honesty and a willingness to lean into learning, quality, teamwork, and to making change that truly lasts.
We’re committed to equality of opportunity for all, and we actively seek applications from all ethnicities, orientations, beliefs, gender identities + those with neurodiverse traits and disabilities. We want you to have the best opportunity to show us who you are and what you can do. Please do let us know if you need any adjustments now or at any point in the recruitment process.
If this sounds like you, please get in touch to discuss in more detail.
Use of AI in CV and Interviews
We value authenticity and transparency in our hiring process. To ensure fairness and accuracy in assessing your skills and experience, we ask that you refrain from using AI-assisted tools to generate answers during the application process or within interviews.
We are looking for genuine insights into your abilities, experiences, and personality. Any misrepresentation through AI-generated content may impact our ability to make an informed decision.
We look forward to getting to know the real you!
Skills
Agile MethodologyContextual InquiryCustomer Journey AnalysisData AnalysisDesign ConceptsDesign SprintsDiscovery/Alpha/Beta/LiveGovernment Digital Service Design SystemJourney MappingRapid PrototypingService BlueprintsService MappingStakeholder EngagementSystems ThinkingThematic AnalysisTransactional ServicesUser-centred DesignUser ResearchVisual ArtefactsWeb Content Design
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