Senior Service Designer

Department: RSD: Service Design

Employment Type: Permanent - Full Time

Location: London or Manchester UK

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.

In 2024, Transform acquired Cadence Innova, the UK's leading public sector change consultancy. The result is a fresh kind of partner: together, we're able to deliver change from the very first ideas through to deployment-building on our deep relationships at every level of government.

We're part of the Next 15 group, a multi national organisation spanning over 25 brands. We combine the financial robustness and breadth of services of a large organisation, with the nimbleness and innovation of a smaller brand.

If 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.

The Role: 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

• 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

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 is built on:

• Being one team; looking out for each other as a team
• The world never stops changing and we'll never stop learning
• Infinity & Beyond; we're crazy ambitious, not afraid to fail along the way (it's just falling with style)
• Integrity is everything; we're honest with each other and with our clients
• Diversity is our superpower; everyone's story is different, and we celebrate differences
• We're all in; we take on tough, complex challenges with lots of moving parts and we're committed to the work, our clients and each other

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 & electric car schemes
• Gym & retail discounts
• Regular social events/activities
• A range of other benefits from our flexible benefits package

At Transform we believe in a culture of inclusivity, we celebrate difference and believe that diversity makes our business more relevant, our work more meaningful and our people more empowered. 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
Whilst we are a technology company and promote using AI the right and ethical way, we value authenticity and transparency in our hiring process. To ensure fairness and accuracy in assessing your skills and experience, we kindly request that you refrain from using AI assisted tools to generate answers during interviews or enhancing your CV.
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!