Service Designer

Hackajob Ltd; Nechells; On-site; GBP 60,000 - 85,000; Full time

Job summary

Kainos is seeking an experienced Service Designer (Consultant) to deliver end-to-end service experiences and guide the organisation in needs-based design and service design thinking. You will mentor a small team and collaborate with researchers to craft service blueprints.

You will help shape the Experience Design capability, champion user-centred approaches, and drive measurable improvements across digital services for millions.

Qualifications

• Experience delivering end-to-end service experiences and guiding needs-based design.
• Ability to apply strategic models and translate insights into service improvements.
• Experience coaching and developing team members and managing performance.
• Comfortable collaborating with researchers and cross-functional teams to map experiences.
• Excellent communication and stakeholder engagement across levels and disciplines.

Responsibilities

• Deliver end-to-end, efficient, and consistent service experiences.
• Advocate for needs-based design, design research, and service design principles.
• Coach and develop staff, focusing on performance and career growth.
• Lead workshops and collaborate with researchers to create experience maps and service blueprints.

Skills

End-to-end service design

Needs-based design

Design research

Design thinking

Coaching junior staff

Facilitation of workshops

Stakeholder management

Communication at all levels

People development

User-centred design

Job description

Join Kainos and Shape the Future

At Kainos, were problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether were 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, youll 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 an experienced Service Designer (Consultant) 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 may also 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

• Provide clear visibility of the end-to-end service experience
• Input to and influence the future of the service experience
• Familiar with a range of strategic models and can apply them
• Understanding of business analysis in order to form problem statements
• Provide guidance in needs-based design, design research, design thinking and service design
• Coach and support junior team members
• Comfortable working with researchers and wider team to create experience maps and service blueprints
• Understanding of a variety of research and design methodologies and approaches
• Can design, lead and facilitate workshops using a variety of techniques to drive outcomes
• Able to communicate effectively at all levels
• Excellent commercial awareness
• Understanding of stakeholder management and how to identify, facilitate and map landscape
• We are passionate about developing people a demonstrated ability in managing, coaching and developing senior members of your team and wider community

DESIRABLE

• 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.