Service Designer

Ref: ZR_6210_JOB  ·  Posted on 01 June 2021


As a service designer, you will be responsible for the delivery, on-going success and continual improvement of our client’s products and services. You will influence and mentor others and work closely with designers, user researchers and product owners to ensure they are aligned around and continuously improving excellent end-to-end journeys.

You will set direction, assure the quality of design delivery across teams and can lead multiple or highly complex services. You’ll work with colleagues across Consumer Digital and beyond and be part of a team who develop excellent services.

Key responsibilities
  • Plan and lead workshops with teams and stakeholders.
  • Influence working practices and behaviours in teams to support a user centred design approach.
  • Work strategically on end to end services to deliver improved service outcomes and costed savings.
  • Understand users and interpret evidence about them to propose services to meet their needs
  • Communicate complex information and processes across organisational boundaries to build a shared understanding
  • Use research insights and data to design solutions; responding to challenges, often in collaboration with users, frontline staff and other stakeholders.
  • Develop ideas using sketching, prototyping and iterative design.
  • Communicate ideas and explain design decisions clearly.
  • Confidently put forward the case for design and prioritisation to senior stakeholders.
  • Handle constructive criticism of their work, and constructively review the work of others.
  • Contribute to design patterns and standards, identifying service patterns.
  • Work at pace using agile methods in technical and complex environments.
  • Confidently speak and write about your work.

Team management:

  • Organise the allocation of people to services based on an understanding of their skills and specialisms
  • Coach and mentor colleagues, establishing a culture of collaboration and skills sharing
  • Rotate inside delivery teams to gain insight and ensure re-usable processes


  • Promote and communicate the work of Consumer Digital and its projects internally and externally, sharing ideas and best practice
  • Foster a collaborative approach to solution delivery and engagement
  • Play an active role in the product management community
  • Maintain an active digital presence
Skills & experience
  • Digital perspective - Understands how the digital economy is changing user behaviour and the commercial landscape. Is able to make informed decisions based on user needs, available technology and value for money. Has knowledge of the wider digital economy and advances in technology
  • Evidence and context-based design - Visualises, articulates, solves complex problems and concepts, and makes disciplined decisions based on available information and research evidence. Able to move from analysis to synthesis and/or design intent. Such skills include demonstration of the ability to apply logical thinking, gathering and analysing information and evidencing key performance indicators.
  • Facilitating decisions and risks - Capable of making and guiding effective decisions, explaining clearly how the decision has been reached. Has the ability to understand technical complexity and risks, run collaborative design activities, influence others and build consensus.
  • Leadership and guidance - Interprets vision to lead on decisions. Creates a continually collaborative environment and sustains a good service. Understands and resolves technical disputes across varying levels of complexity and risk. Solves issues and unblocks problems. Drives teams and sets the pace, ensuring teams are delivering. Manages risk including effectively managing and tracking the mitigation of risks.
  • Prototyping - Able to apply technical knowledge and experience to create or design workable prototypes, both programmes and physical outputs. Understands parameters, restrictions and synergies.
  • Strategic thinking - Able to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact. This could include determining patterns, standards, roadmaps and vision statements. Can focus on outcomes rather than solutions and activities.
  • Understanding constraints - Able to understand and work within the given constraints (including but not limited to technology, regulatory, financial, legal, social user constraints) and to challenge constraints that can be changed. Capable of ensuring compliance against constraints by adapting products and services where needed.
  • User focus - Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
Apply for role
Contract Stakeholder Digital IT (Information Technology) Risk Strategy

Refer your friend: We want to give you a Netflix or Amazon Prime subscription and £250 Love2Shop vouchers!

Refer your friend
Refer your friend:
Contact us

Let's connect and work together

Start the conversation

Submit CV  ·  Submit Vacancy