Senior Service Designer

Senior Service Designer

Department: RSD: Service Design

Employment Type: Permanent - Full Time

Location: London, UK

Description

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.

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

• 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 and 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

Our culture and 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

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