Service Design Lead

Kainos; Belfast; On-site; GBP 50,000 - 70,000; Full time

Job summary

Kainos is seeking a Service Design Lead to deliver end-to-end service experiences while managing a team. This role focuses on people-first design principles, requiring strong skills in design thinking, business analysis, and the ability to foster a collaborative environment.

Qualifications

• Proven experience in managing and coaching teams.
• Deep understanding of design methodologies.
• Significant profile in the Service Design community.

Responsibilities

• Lead the delivery of efficient service experiences and design.
• Manage and develop staff performance and career growth.
• Facilitate and lead workshops to validate ideas.

Skills

Service Design

Coaching

Design Thinking

User-Centered Design

Business Analysis

Communication

Job description

Join Kainos and Shape the Future

At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

MAIN PURPOSE OF THE ROLE & RESPONSIBILITIES IN THE BUSINESS:
As a Service Design Lead (Manager) at Kainos, you will be responsible for delivering end-to-end, efficient, and consistent service experiences. You will be an advocate for needs-based design, design research, design thinking and service design, and are passionate about guiding others in these principles. You’ll manage, coach and develop a small number of staff, with a focus on managing employee performance and assisting in their career development.

You will be part of our growing Experience Design capability creating exemplary digital services. We are supportive, collaborative, talented, and hugely passionate about user-centred design. We are not about marketing and dark patterns; we are all about making a positive, measurable impact on millions of people through quality products and services.

MINIMUM (ESSENTIAL) REQUIREMENTS:
• Leads team in articulating the end to end service through mapping, proposition design and testing plans
• Feeds into wider team and programme strategy to underpin service delivery
• Uses advanced techniques to articulate problem statements and can relate them to business and user value through KPIs
• Understands and can apply a range of business analysis techniques to shape and form service and product ideas
• Able to co-ordinate delivery of multiple services and products across a programme
• We are passionate about developing people – a demonstrated ability in managing, coaching and developing senior members of your team and wider community
• Deep understanding of research and design methodologies and approaches and understand which to use, when
• Comfortable leading multiple workshops to deliver outcomes and validate ideas
• Comfortable building and presenting into board level conversations
• Significant profile in Service Design community, e.g. speaks at events
• Able to communicate effectively at all levels
• Excellent commercial awareness

DESIRABLE
• Thought leader in an area of service design
• Experience of working in a full-service digital agency environment
• Experience working with Agile delivery methodologies

Embracing our differences

At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field.

Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.

We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.