Future Opportunity: Service Designer - Consultant

Opencast; United Kingdom; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

7% employer pension contribution

Share options

Discretionary bonus

25 days holiday + 3 life happens days

Job summary

Opencast is seeking a Service Designer (Consultant) to connect people, processes and technology to improve how services are delivered across public and private sector clients. This role involves identifying client problems, defining end-to-end journeys, and delivering design artefacts and workshops in a collaborative, fast-paced environment.

You’ll travel to client sites across the UK weekly, work in a hybrid model, and potentially step into a Senior Consultant role on larger projects.

Qualifications

• Experience with complex, multi-project service design in a consultancy environment.
• Proven ability to translate user needs into tangible service improvements.
• Strong storytelling to convey insights and recommendations across stakeholders.

Responsibilities

• Identify and solve clients' service problems end-to-end across front and back stage.
• Design and map end-to-end service journeys balancing user, business and technical needs.
• Ensure work aligns with Opencast quality, environmental and information security policies.

Skills

GDS / Gov Design Systems

End-to-end service design

Storytelling & insights

Prototyping & testing

Workshop facilitation

Stakeholder management

Designing for gov standards

Agile delivery

Communication & collaboration

Job description

Team:

Service Design

Location:

Hybrid - Newcastle, Edinburgh, Glasgow, Leeds, Manchester, Birmingham, Bristol, London

Commitment:

Do you want to use service design to make systems simpler, fairer and more effective?

Are you ready to work in a collaborative environment in a purpose-driven business where you can be part of a diverse practice of talented service designers who grow and learn from one another?

As a Service Designer (Consultant), you’ll connect people, processes and technology to improve how services are delivered, whether that’s helping citizens navigate essential forms or supporting employees with the tools they use. Some projects are high-profile and public-facing while others focus on the behind-the-scenes systems that keep services running smoothly.

The role

You’ll identify and help solve our clients’ service problems. You’ll investigate, define and design the end-to-end, front stage and back stageservice journey. You’ll do this by considering both the problem and solution space, and balancing user needs, business needs and technical considerations.

You'll ensure that work is carried out in accordance with Opencast's quality, environmental, and information security policies and procedures, as well as applicable customer policies, standards and procedures while working on client.

If you tend to take on more of a leadership role in projects, you may be better suited to our Senior Consultant Service Designer role.

Requirements

This role involves weekly on-site work, and you’ll be required to travel regularly to client locations across the UK. We’re looking for people who value in-person collaboration, enjoy building strong relationships, and arepassionate about delivering solutions that make a real difference for our clients.

Due to the nature of this role, you musteither hold active Security Check (SC) clearance or be eligible and willing to undergo the clearance process.

SC clearance is granted in line with UK Government security vetting requirements. Typically, applicants must have UK citizenship and have lived continuously in the UK for at least the past five years, with no single absence exceeding 28 consecutive days. Nationality and immigration status may also be considered as part of the vetting process. We are unable to progress applications from candidates who do not meet these requirements.

If you are unsure whether you meet the eligibility criteria, we encourage you to review the guidance or discuss this with us before applying.

We are recruiting for multiple positions, with opportunities available immediately and in the coming months.

To succeed in this role you need experience of working as a Service Designer across a range of complex projects.

In your CV and the interview, please show how you have:

• Experience with the GDS / Gov Design Systems
• Analysed and synthesised complex information into actionable insights, needs and recommendations
• Conveyed complex information using storytelling techniques
• Designed artefacts to evidence existing and new service systems and experiences
• Designed prototypes to test new service concepts
• Designed and facilitated workshops and co-design sessions
• Helped clients see the value of the design process
• Clearly and diplomatically articulated tensions between technical, business and user needs.
• Designing to government service standards
• Worked in agile delivery teams

In addition to service design skills, there are essential core skills you’ll need to work effectively as a consultant.

In the interview, please show how you have:

• Built trust and developed strong working relationships with stakeholders
• Respectfully and effectively challenged decisions or solutions you don’t agree with
• Planned your own tasks, in order to achieve the objectives of your project.

In the interview we’ll ask you to present a piece of work which demonstrates this experience.

We’ll also ask you questions based around these topics.

What we offer

A competitive package including a 7% employer pension contribution, share options, and a discretionary bonus. You’ll also benefit from 25 days’ holiday and access to 3 annual “life happens” days to support unexpected situations. We provide wellbeing support, ongoing professional development, volunteering opportunities, and the chance to be part of a genuinely supportive team.

Whereyou’llwork

This role requires regular on-site attendance at our HQ, hub offices, and client sites, as well as the ability to work from home. Applicants must be able to travel to offices and client sites across the UK as part of their normal working arrangements, as travel is essential for fulfilling the responsibilities of the role.

We include you

We welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all.

Interview

Interviews will be conducted via Microsoft Teams. We’re happy to make adjustments to support your needs.

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