Service Designer (Senior/Lead)

Make a difference and advance your career by helping deliver some of the UK’s most important #tech4good projects, making the world a smarter, safer, greener, and healthier place.

You’ll join a talented team of dynamic and driven professional problem solvers; creative thinkers and solutions builders who thrive on helping clients meet the most exciting digital transformation challenges.

At a certified Great Place to Work® you’ll experience a dynamic and nurturing environment that rewards initiative and flexibility and enjoy a career path tailored to your own aspirations.

About Us

Founded in 1992, we are a successful, growing International digital transformation consultancy. We deliver multi-Queen’s Award for innovation winning platforms and services that support large-scale digital transformation. Our digital, data and technology solutions are used by globally recognised public and private sector brands operating in a variety of sectors including Healthcare, Sustainable Environment and Land Asset Management, and Digital Democracy to name a few!

About the role:

We are looking to expand our established User-Centred Design (UCD) team with an experienced Senior/Lead Service Designer to help design and deliver complex, user-centred, and inclusive services that solve challenging public sector problems.

As a Senior/Lead Service Designer, you will collaborate closely with the wider UCD team in our multi-disciplinary environment to create end-to-end services that prioritise user needs, accessibility, and client goals. Your work will deliver genuine value and impact daily.

You will play an active role in our design community of practice, facilitating feedback sessions and using your expertise to mentor and coach colleagues. You’ll also drive best practices internally, setting the strategic direction for our service design practice as we continue to strive for excellence.

Role Responsibilities:

• Lead service design across private and public sector projects, ensuring user-centred solutions that align with both user needs and business goals.
• Advocate for the user by influencing stakeholders and shaping project roadmaps to ensure the delivery of impactful services at the right time.
• Oversee the full delivery lifecycle, from discovery to live, adapting your approach to each phase and ensuring seamless integration of digital, physical, and human interactions.
• Collaborate with cross-functional teams, working with user researchers, interaction designers, and technical consultants to define requirements and bring service visions to life.
• Drive UCD practices at Informed, refining methods and tools to maintain leadership in digital transformation.
• Mentor and coach junior team members, fostering a culture of continuous learning and strengthening our design community.
• Lead strategic planning for services, creating service maps, value propositions, and blueprints to ensure alignment with both user and business goals.
• Simplify complex information through visual communication, making it understandable and actionable for stakeholders across the organisation.
• Provide expert recommendations on organisational challenges, generating innovative service propositions and improvements to evolve offerings.

Essential Skills:

• User-Centred Design (UCD): Proven experience in designing and delivering user-centred solutions, particularly within the public sector and complex service environments.
• Leadership & Mentoring: Strong leadership skills with experience in mentoring teams, driving best practices, and fostering collaboration across disciplines.
• Strategic Service Design: Ability to lead service strategy, shape project roadmaps, and ensure alignment with user and business goals across the full service delivery lifecycle.
• Consultancy & Public Sector Experience: Extensive experience working within a consultancy setting, delivering service design solutions in the public sector, including familiarity with frameworks like GDS.
• Stakeholder Influence & Collaboration: Skilled in influencing stakeholders, advocating for user needs, and collaborating with user researchers, content designers, developers, and technical consultants.
• Prototyping & Agile: Proficiency in tools like Figma and InVision, with experience working in Agile environments and adapting design approaches to project phases.
•  Visual Communication & Service Mapping: Ability to create service maps, blueprints, and other artefacts, simplifying complex information for diverse audiences.

Desirable Skills:

• Service Design Leadership: Experience driving and evolving service design practices within an organisation.

Our benefits package compliments our highly competitive salaries and our great working environment. We believe that our people should be properly rewarded for their commitment to the continued success of our business through a comprehensive and flexible range of benefits.

These can include:

• InformedACADEMY™ – We offer excellent career development opportunities through our award-winning personal and professional development programmes, including support with professional certifications.
• Industry leading health and wellbeing plan – We partner with several wellbeing support functions to cater to each individuals need, including 24/7 GP services, mental health support and physical health support.
• Hybrid working*
• Private Health Care Cover*
• Generous life assurance cover*
• Gym Membership*
• Monthly office lunch
• Onsite massage sessions
• 25 paid working days holiday per year plus bank holidays*
• Sabbatical Leave Scheme*
• Enhanced Maternity Leave and Pay*
• Enhanced Paternity Leave and Pay*
• Company Pension Contribution
• Profit Share Scheme
• Payment of professional subscriptions
• Generous referral scheme with no limits on the number of referrals

*Qualifying period applies

Culture

We are proud to nurture a workplace culture that is diverse, inclusive, rewarding, and egalitarian.

We strive to live up to our values of Innovation, Excellence, and Integrity by thinking about things differently, always doing our best, and acting in good faith at all times.

We’re a team of passionate problem solvers. We take pride in helping our clients accelerate and de-risk digital business change so that we can collaborate and codesign world class digital services that solve complex business and safety critical problems, particularly where place, location or geography are important.

Our workplace culture reflects how we go about our work, the type of work that we choose to do, and our commitment and contribution to the sustainable social, environmental, and economic development aims of the communities that we are part of. 

We focus both on technical skills and equally importantly, on the cultural fit of prospective new colleagues. Our success relies on fostering an environment where creativity and collaboration produces great outcomes for our people, our clients, and our partners.