Senior Service Designer (we have office locations in Cambridge, Leeds and London)

Genomics England; Greater London; Hybrid; GBP 67,000; Full time

Job summary

A leading genomic healthcare organization in Greater London is seeking a Senior Service Designer. This role focuses on enhancing service delivery through user-centred solutions. Responsibilities include mapping service processes, leading cross-functional collaborations, and translating insights into actionable design. The ideal candidate will have proven expertise in service design, strong communication skills, and experience in tackling complex service challenges. A dynamic work culture and generous benefits package are offered.

Benefits

30 days’ holiday plus bank holidays

Flexible working arrangements

Defined contribution pension

Individual learning budgets

Subsidised gym membership

Qualifications

• Proven expertise in service design with a strong portfolio.
• Experience leading cross-functional teams and delivering outcomes.
• Ability to tackle complex service challenges in governance and policy.

Responsibilities

• Map and enhance service delivery processes.
• Translate user needs into actionable design solutions.
• Facilitate decision-making across multiple teams.

Skills

Service design expertise

Cross-functional collaboration

Strategic thinking

Complex data analysis

Communication skills

Tools

Service blueprints

Journey maps

Job description

Company Description

Genomics England partners with the NHS to provide whole genome sequencing diagnostics. We also equip researchers to find the causes of disease and develop new treatments – with patients and participants at the heart of it all.

Our mission is to continue refining, scaling, and evolving our ability to enable others to deliver genomic healthcare and conduct genomic research.

We are accelerating our impact and working with patients, doctors, scientists, government and industry to improve genomic testing, and help researchers access the health data and technology they need to make new medical discoveries and create more effective, targeted medicines for everybody.

Job Description

We are hiring a Senior Service Designer to play a pivotal role in shaping how our services are experienced and delivered.

This role involves mapping the end-to-end service, including people, processes, data, and platforms to provide the Service Owner and Head of Research Cohorts with actionable insights, while working closely with them to design and enhance the service experience.

You will lead the creation of service journeys by translating user needs and service goals into human‑centred solutions across delivery teams.

The role involves organising your own work cadence with the Service Owner and stakeholders, engaging regularly to understand challenges, capture needs, and stay aligned.

It also requires visualising and communicating complex problem spaces, using sketches and prototypes to guide decision‑making, while collaborating closely with stakeholders, principal designers, researchers, and broader design teams to build the assets that bring future states to life.

Everyday responsibilities include

• Solve medium‑to‑high complexity service design challenges with a principled, human‑centred approach.
• Translate insights, user stories, and requirements into design solutions, ensuring user needs are met across the service, including back stages.
• Deliver clear design outputs, such as user journeys, service maps, design briefs, and EPICs to enable decision‑making and implementation.
• Scope work effectively and plan design activities using an iterative, agile approach.
• Collaborate efficiently with product and service delivery teams to ensure connected, implementable service experiences across key touchpoints.
• Facilitate decision‑making and co‑creation across multiple teams using appropriate methods.
• Advocate for users, influencing teams to build equitable, inclusive services that meet user needs effectively.
• Participate in design research and testing, incorporating learnings to continuously improve services and inform team plans and roadmaps.

Skills and experience for success

• Proven expertise in service design, with hands‑on experience using tools such as service blueprints, journey maps, service patterns, and process mapping, and a strong portfolio demonstrating human‑centred design in complex services.
• Skilled at leading cross‑functional work, bringing together colleagues across disciplines, including scientists, technical specialists, and delivery teams to collaborate effectively and deliver shared outcomes.
• Strong strategic and systems thinking, able to tackle complex service challenges across front‑end, back‑end, and behind‑the‑scenes processes, while navigating governance, policy, and regulatory constraints.
• Comfortable working with complex data flows, technical disciplines, and ambiguous problems, translating insights into actionable design solutions that support decision‑making.
• Excellent communication and problem‑solving skills, with the ability to visualise and articulate complex problems, facilitate co‑creation, and lead projects with a human‑centred approach.

Qualifications

While your qualifications are certainly important and provide a foundation, we are particularly interested in understanding the breadth and depth of your overall experience, as this gives us a clearer picture of what you can bring to the role.

Additional Information

Please provide a cover letter explaining how your skills and experience align with this role and its requirements.

Salary

£66,500

Closing Date

Monday 12th January 2026

Benefits

• Generous Leave: 30 days’ holiday plus bank holidays, additional leave for long service, and the option to apply for up to 30 days of remote working abroad annually (approval required).
• Family‑Friendly: Blended working arrangements, flexible working, enhanced maternity, paternity and shared parental leave benefits.
• Pension & Financial: Defined contribution pension (Genomics England double‑matches up to 10%, however you can contribute more if you wish), Life Assurance (3x salary), and a Give As You Earn scheme.
• Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one annual professional subscription (approval required).
• Recognition & Rewards: Employee recognition programme and referral scheme.
• Health & Wellbeing: Subsidised gym membership, a free Headspace account, and access to an Employee Assistance Programme, eye tests, flu jabs. Equal opportunities and our commitment to a diverse and inclusive workplace.

Equal Opportunity Statement

Genomics England is actively committed to providing and supporting an inclusive environment that promotes equity, diversity and inclusion best practice both within our community and in any other area where we have influence. We are proud of our diverse community where everyone can come to work and feel welcomed and treated with respect regardless of any disability, ethnicity, gender, gender identity, religion, sexual orientation, or social background.

Genomics England’s policies of non‑discrimination and equity will be applied fairly to all people, regardless of age, disability, gender identity or reassignment, marital or civil partnership status, being pregnant or recently becoming a parent, race, religion or beliefs, sex or sexual orientation, length of service, whether full or part‑time or employed under a permanent or a fixed‑term contract or any other relevant factor.

Genomics England does not tolerate any form of discrimination, harassment, victimisation or bullying at work. Such behaviour undermines our mission and core values and diminishes the dignity, respect and integrity of all parties. Our People policies outline our commitment to inclusivity.

We aim to remove barriers in our recruitment processes and to be flexible with our interview processes. Should you require any adjustments that may help you to fully participate in the recruitment process, we encourage you to discuss this with us.

Culture

We have four key behaviours that represent what we would like Genomics England to feel like and the culture we want to encourage, in order for us to achieve our mission. These behaviours help us all work well together, deliver on our outcomes, celebrate our successes and share feedback with each other. You can read about these and other aspects of our culture here.