Digital Experience - Service Designer

CACI Limited; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading consultancy in London is seeking a Service Designer to lead the transformation of services across digital, physical, and human channels. The ideal candidate will have significant experience in service design, a strategic mindset, and the ability to navigate complex organizational environments. This role is pivotal in shaping how services work, ensuring they meet user needs while aligning with business objectives.

Qualifications

• Significant experience in service design or similar.
• Ability to connect user needs with business goals.
• Experience in transformation programmes and multi-stakeholder environments.

Responsibilities

• Leading the creation and optimization of services across channels.
• Architecting end-to-end service experiences.
• Facilitating workshops and building trusted relationships.

Skills

Service Design

Strategic Thinking

User Needs Analysis

Communication

Project Management

Job description

Headquartered in London, CACI Ltd is a wholly owned subsidiary of CACI International Inc., a publicly listed company on the NYSE with annual revenue in excess of US $6.2bn and employing approx. 22,000 people worldwide.

CACI Ltd is an international data and technology consultancy with £154m turnover and 1200 employees. We are passionate, progressive and unafraid of challenge; our mission is to use technology and data-driven insight to make a commercial difference.

We provide expert advice and hands-on system management to help our national and global clients get the most from technology and data. We use innovation wisely to deliver well thought-out digital solutions and software.

CACI's Consumer & Market Intelligence and Experience & Transformation groups provide data, software and consulting services to improve our clients’ sales and marketing programmes.

We help clients find, retain and grow profitable customers through our understanding of consumer characteristics and behaviour. And we help commercial property developers and retailers plan retail provision in the UK and overseas.

C&MI and E&T Groups help clients shape the vision, define the strategy and deliver a truly integrated customer experience. Our services are based on in-depth understanding of individual consumer behaviour and marketing technology which influence the way consumers buy products and services through a combination of data, technology and consultancy.

Overview

At CACI, we believe great services don’t start with technology - they start with people. 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 someone who can bring clarity to complexity and design services that make a difference.

This isn’t a designer role in disguise. W e’re not just designing screens - we’re designing and rethinking 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, commercials and beyond that holds it all together.

Who are we and how do you fit in?

CACI is a design, data and technology consultancy with a human edge. With over 1,200 people in the UK and part of a 22,000-strong global group, we help national and international clients use data and insight to transform how they work.

OurExperience & Transformationteam brings together strategists, researchers, designers and technologists to solve some of the most interesting problems out there - from rethinking customer journeys in the private sector, to improving essential public services that people rely on every day.

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 organisations work.

What you’ll be doing

• Leading the creation of, reimagining 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 blueprints to business cases and building trusted relationships with people 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.

We think you’ll thrive here if you…

• Have significant experience in service design, or similar experience, and can show how your work has shaped services and experiences
• Think in systems, not just journeys, and understand the messy realities of service delivery
• Can connect user needs with business, policy and operational goals
• Are confident navigating ambiguity, 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.

It’s a bonus if you also…

• Have worked across both public and private sector - our clients can be quite diverse
• Are familiar with things like policy design, service operations and business case development
• Have experience in transformation programmes and complex multi-stakeholder environments
• Bring experience from related fields like business analysis, change, or organisational design.

We are committed to creating a diverse environment and are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Successful candidates must have the right to work in the UK.