Service Designer (GDS)

At IBM CIC, we provide technical and industry expertise to a wide range of public and private sector clients in the UK. A career in IBM CIC means you’ll have the opportunity to work with leading professionals across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world.

You will get the chance to deliver effective solutions, driving meaningful business change for our clients, using some of the latest technology platforms. Curiosity and a constant quest for knowledge serve as the foundation to success here. You’ll be encouraged and supported to constantly reinvent yourself, focusing on skills in demand in an ever-changing market.

Introduction to the Role

We’re looking for Service Designers to join us on our mission to design and deliver excellent services for our clients. We’re seeking passion for understanding people and placing the human experience at the heart of all decision-making. You will help define the capabilities needed to realize services that meet the needs of users and employees in thoughtful and innovative ways.

Responsibilities

• Define and implement service design strategies and methodologies across multiple projects and initiatives.
• Collaborate with user research to demonstrate and communicate research insights to stakeholders, helping shape strategic initiatives and the wider roadmap.
• Design concept journeys, blueprints, and roadmaps that elevate the total user experience beyond immediate products or services.
• Facilitate collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events at the intersection of technology, business, and design.
• Mentor and guide junior designers, fostering a culture of continuous growth and improvement.

What We Offer

• Many training opportunities from classroom to e-learning, mentoring and coaching programs, and the chance to gain industry recognized certifications.
• Regular and frequent promotion opportunities to ensure you can drive and develop your career with us.
• Feedback and checkpoints throughout the year.
• Diversity & Inclusion as an essential and authentic component of our culture through our policies and process as well as our Employee Champion teams and support networks.
• A culture where your ideas for growth and innovation are always welcome.
• Internal recognition programs for peer-to-peer appreciation as well as from manager to employees.
• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave, and an innovative maternity returners scheme.
• More traditional benefits, such as 25 days holiday, private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance, and a group personal pension plan.

Requirements

• Proficiency in service design methodologies and frameworks.
• Ability to design and document service journeys, touchpoints, and interactions.
• Experience in conducting user research including interviews, surveys, and usability testing.
• Strong analytical skills to interpret research findings and translate them into actionable recommendations.
• Proficiency in creating wireframes, prototypes, and visual designs for digital and physical touchpoints.
• Familiarity with design tools and design principles.
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.

We are an equal opportunities employer and welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK.

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