Service Design Lead

Kainos; Dartford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology firm in Dartford is seeking a Service Design Lead to deliver exceptional service experiences. You will manage a team, advocate for design principles, and contribute to user-centered design initiatives. Ideal candidates will have a strong background in service design and team management, with excellent communication skills necessary for board-level interactions.

Qualifications

• Ability to manage and develop senior team members.
• Deep understanding of research and design methodologies.
• Experience in delivering end-to-end service experiences.

Responsibilities

• Deliver consistent service experiences as a Service Design Lead.
• Advocate for design principles and guide others.
• Contribute to user-centered design in digital services.

Skills

Service design

Team management

Design thinking

Workshop facilitation

Business analysis techniques

Problem articulation

Research methodologies

Communication

Job description

Overview

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.

Responsibilities

Main purpose of the role & responsibilities in the business:

• Deliver end-to-end, efficient, and consistent service experiences as a Service Design Lead (Manager).
• Advocate for needs-based design, design research, design thinking and service design; guide others in these principles.
• Manage, coach and develop a small number of staff, focusing on performance management and career development.
• Be part of the growing Experience Design capability creating exemplary digital services; contribute to a culture focused on user-centered design and measurable impact.

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 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.
• Demonstrated ability in managing, coaching and developing senior members of the team and wider community.
• Deep understanding of research and design methodologies and know when to apply them.
• 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 and possess 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.