Service Designer - Public Sector

IBM; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company in England is seeking an experienced Service Designer to lead the design of comprehensive enterprise experiences. The role involves facilitating workshops, collaborating on research insights, and producing key UX artefacts. Ideal candidates will demonstrate proficiency in service design methodologies and tools, coupled with strong communication and analytical skills, to enhance user experience across various channels. This position offers a wide range of professional growth opportunities and a supportive work environment.

Benefits

Training and e-learning opportunities

Promotion opportunities

Diversity & Inclusion programs

Work-life balance support

Private medical and dental cover

25 days holiday

Qualifications

• Proficiency in service design methodologies like Double Diamond.
• Ability to create service journeys and touchpoints.
• Experience in conducting user research and usability testing.
• Strong analysis skills to translate findings into recommendations.
• Proficiency in visual designs for touchpoints.

Responsibilities

• Lead end-to-end enterprise experience design.
• Facilitate workshops to create collective understanding.
• Collaborate on strategic initiatives.
• Define UX measurements for tracking outcomes.
• Produce artefacts such as service blueprints.

Skills

Service design methodologies and frameworks

User research

Wireframes and prototypes

Communication and interpersonal skills

Analytical skills

Tools

Sketch

Figma

Adobe XD

Job description

We are seeking an experienced Service Designer to join our team. This individual will lead the design of end‑to‑end enterprise experiences, ensuring seamless integration and delivery across user types, technology and channels.

Responsibilities

• Plan and facilitate workshops for clients which create a collective understanding of the end‑to‑end, front‑to‑back service experience by mapping the orchestration of events that span technology, people, and platforms.
• Collaborate with user research colleagues to demonstrate and communicate insights from research to stakeholders, helping shape strategic initiatives and the wider roadmap.
• Define key UX and organizational measurements to track and prove the initiative delivers positive outcomes for both users and the business.
• Produce artefacts such as concept journeys, service blueprints, and roadmaps that elevate the total user experience beyond immediate products or services.
• Facilitate collective understanding of the end‑to‑end, front‑to‑back experience by mapping the orchestration of events at the intersection of technology, business, and design.

Qualifications & Experience

• Proficiency in service design methodologies and frameworks (e.g., Double Diamond, IDEO Viable Product Method).
• Ability to design and document service journeys, touchpoints and interactions.
• Experience in conducting user research including interviews, surveys and usability testing.
• Strong research and analytical skills to interpret research findings and translate them into actionable recommendations.
• Proficiency in creating wireframes, prototypes and visual designs for digital and physical touchpoints.
• Familiarity with design tools (e.g., Sketch, Figma, Adobe XD) and design principles.
• Excellent communication and interpersonal skills to collaborate effectively with cross‑functional teams including developers, product managers and stakeholders.
• Experience of working with/ delivering for external clients.
• Ability to work well in a team and adapt to changing priorities.

Preferred technical and professional experience

• Experience with user research methods and tools.
• Familiarity with service design frameworks (e.g., Double Diamond, Service Design Network).
• Knowledge of UX design principles and practices.
• Experience with visual design tools (e.g., Sketch, Figma, Adobe XD).
• Passion for service design and continuous improvement.

Benefits

• Many training opportunities from classroom to e‑learning, mentoring and coaching programs and the chance to gain industry‑recognised certifications.
• Regular and frequent promotion opportunities to ensure you can drive and develop your career with us.
• Feedback and checkpoints throughout the year.
• Diversity & Inclusion as an essential and authentic component of our culture through our policies and process as well as our Employee Champion teams and support networks.
• A culture where your ideas for growth and innovation are always welcome.
• Internal recognition programs for peer‑to‑peer appreciation as well as from manager to employees.
• Tools and policies to support your work‑life balance from flexible working approaches, sabbatical programmes, paid paternity leave, maternity leave and an innovative maternity returners scheme.
• More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Programme, life assurance and a group personal pension plan of an additional 5% of your base salary paid by us monthly to save for your future.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

As an equal‑opportunities employer, we welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK. Unfortunately, we do not offer visa sponsorship and have no future plans to do so. You must be a resident in the UK and have been living continuously in the UK for the last 10 years. You must be able to hold or gain a UK government security clearance.