Digital Experience - Service Designer

CACI Digital Experience (formerly Cyber-Duck); Greater London; On-site; GBP 50,000 - 85,000; Full time

Job summary

A leading digital transformation agency in Greater London seeks an experienced Service Designer to lead the redesign of services that integrate digital, physical, and human channels. This role requires significant experience in service design, with an emphasis on strategic thinking and user needs analysis. You will collaborate closely with clients, facilitating workshops, and developing impactful solutions. The position is based in the London office, with office attendance expected 2-3 days a week.

Qualifications

• Significant experience in service design with demonstrable impact.
• Ability to connect user needs with business and operational goals.
• Confidence in navigating ambiguity and legacy systems.

Responsibilities

• Lead the redesign of services across various channels.
• Architect end-to-end service experiences.
• Work with clients to co-create impactful solutions.
• Facilitate workshops and build relationships with stakeholders.
• Mentor other designers and contribute to the design practice.

Skills

Service design

Strategic thinking

User needs analysis

Communication

Mentoring

Job description

Who Are We

Our Experience Design team sits within the wider Experience & Transformation practice. We bring together strategists, designers, researchers and technologists to solve some of the most interesting problems out there – from evolving digital journeys in financial services to improving essential public services used by millions.

Overview

We’re on a mission to help organisations deliver services that truly work - for their users, for their staff, and for the systems they operate in. To do this, we’re looking for a Service Designer who can bring clarity to complexity and design services that make a difference. This isn’t a designer role in disguise. We’re not just designing screens – we’re redesigning how entire services work. We’re looking for a principal / senior level service designer who sees the whole picture: digital, physical and human experiences, the operating model behind them, and the culture, policy, data and beyond that holds it all together.

The Role

As a Service Designer, you’ll play a critical role in shaping how we approach service transformation – combining design craft with strategic thinking and a deep understanding of how real organisation work.

You Will Be

• Leading the creation of, reimagination and optimisation of services that work across digital, physical and human channels
• Architecting end‑to‑end service experiences, including service operating models, policy, process, people, tech and much more
• Working side‑by‑side with clients to understand their challenges and co‑create practical, impactful solutions
• Helping teams move from insight to action – taking research, data and organisational goals and turning them into clear service direction
• Facilitating workshops, leading conversations, creating business cases and building trusted relationships with stakeholders from the front line to the boardroom
• Supporting and mentoring other designers, and contributing to our growing service and business design practice
• Helping us think ahead – identifying opportunities to evolve our offer, exploring new methods and areas of work, deepening our impact with our clients, and helping our teams to grow our business

The role will be office based 2 or 3 days per week at our London office based in West Kensington.

The Fit

To be successful in this role, you have significant experience in service design and can show how your work has shaped services. You will think in systems, not just journeys, and understand the messy realities of service delivery. In addition you:

• Can connect user needs with business, policy and operational goals
• Are confident navigating ambiguity, legacy systems, organisational silos, conflicting priorities and all those other elements that make service design interesting, challenging and impactful
• Can communicate clearly and persuasively with non-designers – especially senior leaders and technical teams
• Are commercially strong and able to recognise and account for all aspects of a service from procurement to return on investment
• Are excited by a role that’s part strategist, part maker, part coach and all the while a full‑time change maker

Please note that you have the right to work in the UK and be eligible for clearance.

Equal Opportunities

CACI is proud to be an equal opportunities employer. Embracing the diversity of our people, we are on a journey to build a truly inclusive work environment where no one is treated less favourably due to ethnic origin, age, sex, gender identity, veteran status, religion or belief, sexual orientation, marital status, and disability or health condition, actively working to prevent discrimination.

As a Disability Confident employer, we will:

• Provide reasonable adjustments in the recruitment process where requested (contact a member of the recruitment team on 020 7602 6000 to discuss individual requirements further).
• Offer people with health conditions and disabilities, meeting the minimum criteria for a role, an interview.
• Our people are unique and we encourage, and support them, to be confident in contributing to our inclusion journey.