Service Designer

📍 Job Overview

Job Title: Service Designer
Company: Informed Solutions
Location: Altrincham, England, United Kingdom
Job Type: Full-Time
Category: User-Centred Design / Service Design
Date Posted: 2025-10-14
Experience Level: Mid-Level (2-5 years implied)
Remote Status: Hybrid

🚀 Role Summary

• Design and deliver complex, user-centred, and inclusive services that solve challenging public sector problems, aligning with the company's #tech4good mission.
• Collaborate within a multi-disciplinary User-Centred Design (UCD) team to create end-to-end services that prioritize user needs, accessibility, and client objectives.
• Actively contribute to the design community of practice, fostering knowledge sharing, process improvement, and guidance for junior colleagues.
• Ensure service design outputs are deliverable, specified to a high standard, and support efficient development and build by working closely with technical teams.

📝 Enhancement Note: The role of Service Designer at Informed Solutions positions the candidate within their User-Centred Design (UCD) team, focusing on public sector digital transformation. The description emphasizes a blend of practical design execution and community contribution, suggesting a role that requires both individual contribution and collaborative leadership in design practices. The "2-5 years" experience level is inferred from the responsibilities and the mention of mentoring junior colleagues, indicating a mid-level position.

📈 Primary Responsibilities

• Plan, research, analyze, and design services, collaborating with senior colleagues to produce evidence-based solutions that meet user needs and adhere to best practices, including accessibility, inclusion, and assisted digital.
• Create and maintain research, analysis, and design artifacts, utilizing standard methods, tools, and templates, and effectively presenting findings in forums such as Show and Tell sessions.
• Work closely with technical disciplines, including Engineers, Data Scientists, and Business Analysts, to ensure designs are technically feasible and specified with the necessary detail for efficient development and build.
• Support Delivery Managers by executing activities in line with project plans, proactively escalating risks and issues, and providing robust estimates for technical work.
• Maintain and enhance practitioner skills through continuous training and accreditation, including domain-relevant certifications, to stay abreast of industry advancements.

📝 Enhancement Note: The responsibilities highlight a structured approach to service design, emphasizing research, collaboration with technical teams, and project delivery support. This indicates a need for strong project management and communication skills in addition to core design expertise.

🎓 Skills & Qualifications

Education: While specific educational qualifications are not explicitly stated, a strong portfolio and demonstrable experience in service design are implied. A degree in a related field such as Design, Human-Computer Interaction, Psychology, or a relevant technical discipline would be advantageous.
Experience: A minimum of 2-5 years of experience in service design or a closely related user-centred design discipline is expected, with a focus on delivering complex services within challenging environments. Experience in consultancy delivery within the public sector is highly desirable.

Required Skills:

• User-Centred Design (UCD): Proven experience in designing and delivering user-centred solutions within complex service environments.
• Collaboration: Demonstrated ability to work effectively with senior designers, technical colleagues (Engineers, Data Scientists, Business Analysts), and delivery teams to achieve high-quality project outputs.
• Research & Analysis: Proficiency in conducting user research and data analysis to inform and validate design decisions, ensuring evidence-based solutions.
• Communication: Strong visual and verbal communication skills, with the ability to articulate complex information clearly and make it actionable for diverse stakeholders.
• Mentoring & Knowledge Sharing: Capacity to coach and guide junior colleagues, actively contributing to the design community of practice and sharing knowledge.

Preferred Skills:

• Public Sector & Consultancy Experience: Familiarity with the nuances of consultancy delivery and service design within public sector contexts in the UK.
• Accessibility & Inclusion Design: Expertise in designing services that are accessible to all users, including those with assisted digital needs.
• Agile Working Methodologies: Experience working in fast-paced, adaptable environments utilizing agile principles for service development.
• Problem-Solving: Aptitude for tackling complex, ambiguous problems with innovative and practical solutions.

📝 Enhancement Note: The requirements emphasize a blend of technical design skills, interpersonal abilities, and an understanding of public sector project delivery. The ability to mentor junior staff points towards a mid-level role where leadership potential is valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating the end-to-end service design process for complex projects, ideally within the public sector or for large-scale digital transformation initiatives.
• User Research & Analysis: Include examples of research methodologies used (e.g., user interviews, surveys, journey mapping, persona development), and how insights were translated into design decisions.
• Design Artifacts: Present a range of design outputs, such as service blueprints, user flow diagrams, wireframes, prototypes, and accessibility reports, clearly illustrating the design evolution.
• Impact & Outcomes: Quantify the impact of your design work where possible, highlighting improvements in user satisfaction, efficiency, accessibility, or client goals achieved.

Process Documentation:

• Workflow Design: Demonstrate how you map existing service workflows and design optimized future-state workflows, clearly articulating the rationale for changes.
• Implementation & Collaboration: Illustrate how you collaborate with technical teams (developers, data scientists, BAs) to ensure designs are deliverable and specify them in a format that supports efficient development.
• Measurement & Iteration: Provide examples of how you define metrics for service success and use data to iterate on designs post-launch.

📝 Enhancement Note: A strong portfolio demonstrating practical application of service design principles, with a clear emphasis on user research, collaboration with technical teams, and measurable outcomes, will be crucial for this role. The public sector and accessibility focus should be evident.

💵 Compensation & Benefits

Salary Range: Based on the location (Altrincham, UK), experience level (Mid-Level, 2-5 years), and the nature of the role (Service Designer in a consultancy focused on public sector digital transformation), a competitive salary range is estimated between £40,000 - £55,000 per annum. This estimate accounts for the UK market, the consultancy sector, and the specialized skills required.

Benefits: Informed Solutions offers a comprehensive benefits package designed to support employee wellbeing and professional growth:

• InformedACADEMY™: Extensive career development opportunities, including support for professional certifications.
• Industry-leading Health and Wellbeing Plan: Comprehensive support including 24/7 GP services, mental health counseling, and physical health resources.
• Hybrid Working: Flexibility to balance office and remote work.
• Private Health Care Cover: Medical insurance for employees.
• Generous Life Assurance Cover: Financial protection for beneficiaries.
• Gym Membership: Contribution towards fitness.
• Monthly Office Lunch: Social and team-building opportunity.
• Onsite Massage Sessions: Wellness initiative.
• Holiday Entitlement: 25 days of paid holiday per year, plus bank holidays.
• Sabbatical Leave Scheme: Opportunity for extended leave.
• Enhanced Maternity & Paternity Leave and Pay: Generous provisions for new parents.
• Company Pension Contribution: Retirement savings plan.
• Profit Share Scheme: Potential to share in the company's success.
• Payment of Professional Subscriptions: Support for maintaining professional memberships.
• Generous Referral Scheme: Incentives for successful candidate referrals.

Working Hours: The standard working hours are not explicitly defined but are implied to be around 40 hours per week, typical for a full-time role. The hybrid working arrangement suggests flexibility in how these hours are managed.

📝 Enhancement Note: The salary range is an estimation based on industry benchmarks for a Service Designer in the UK with 2-5 years of experience. The provided benefits are extensive and reflect a company that invests in its employees' professional development and overall wellbeing.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Transformation Consultancy, Technology Services, with a strong focus on #tech4good projects in the public sector. Company Size: Informed Solutions is an established international digital transformation consultancy founded in 1992. While the exact current employee count isn't provided, the description suggests a significant organization capable of delivering multi-Queen’s Award for innovation winning platforms. The company operates globally and serves recognized public and private sector brands. Founded: 1992, indicating a long history and deep experience in the digital transformation space.

Team Structure:

• UCD Team: The Service Designer will be part of the established User-Centred Design (UCD) team. This team works in a multi-disciplinary environment.
• Reporting: The role involves working closely with senior colleagues and supporting Delivery Managers, implying a clear reporting structure within project teams.
• Cross-functional Collaboration: Significant collaboration is expected with technical colleagues (Engineers, Data Scientists, Business Analysts), Delivery Managers, and potentially other design practitioners and stakeholders.

Methodology:

• User-Centred Design (UCD): Core to their approach, prioritizing user needs and evidence-based solutions.
• Agile & Innovative Practices: Embraces adaptability, innovation, and agile working in response to uncertainty and change.
• Problem-Solving Focus: Dedicated to solving complex public sector challenges through digital transformation.
• Data-Driven Insights: Utilizes research and analysis to inform design decisions and deliver genuine value.

Company Website: https://www.informed.com/

📝 Enhancement Note: Informed Solutions positions itself as a mission-driven consultancy focused on impactful public sector projects. The culture emphasizes innovation, collaboration, and professional development, with a strong commitment to user-centred design principles. The company's longevity suggests stability and expertise.

📈 Career & Growth Analysis

Operations Career Level: This Service Designer role is positioned at a mid-level, likely requiring 2-5 years of dedicated experience. It involves contributing to complex projects, collaborating with senior professionals, and beginning to mentor junior colleagues. It's a step beyond an entry-level designer, offering significant responsibility and exposure to high-impact work.

Reporting Structure: The role reports within the User-Centred Design (UCD) team, working closely with senior designers and supporting Delivery Managers on project execution. This structure allows for mentorship from experienced professionals and exposure to project leadership.

Operations Impact: The Service Designer's work directly contributes to delivering genuine value and impact daily through the design of user-centred and inclusive services. This role is integral to Informed Solutions' mission of making the world smarter, safer, greener, and healthier by solving challenging public sector problems through digital transformation. The success of their designs directly influences client outcomes and the effective delivery of public services.

Growth Opportunities:

• Skill Advancement: Opportunities to deepen expertise in UCD, accessibility, inclusion, and assisted digital through practical project experience and the InformedACADEMY™.
• Professional Development: Support for obtaining domain-relevant certifications and training to maintain up-to-date practitioner skills.
• Leadership Potential: The expectation to mentor junior colleagues and contribute to design community best practices indicates a pathway towards more senior design roles or team leadership positions.
• Project Diversity: Exposure to a wide range of public sector projects across various sectors (Civil Defence, Healthcare, Environment, Democracy) offers broad experience and continuous learning.

📝 Enhancement Note: The role offers a clear growth trajectory within service design, with opportunities for specialization, leadership, and continuous learning within a supportive, mission-driven environment.

🌐 Work Environment

Office Type: Informed Solutions offers a hybrid working model, combining remote work with office-based collaboration. The Altrincham office serves as a hub for team interaction and project work. Office Location(s): Altrincham, England, United Kingdom. This location would provide access to shared resources, collaborative spaces, and in-person team engagement.

Workspace Context:

• Collaborative Environment: The company fosters a culture of collaboration, problem-solving, and knowledge sharing, suggesting an open and supportive office space designed for teamwork.
• Operations Tools & Technology: Employees will have access to the necessary tools and technology to support their design work, including standard design software, project management platforms, and communication tools. Specifics would be detailed upon joining.
• Team Interaction: The hybrid model facilitates regular interaction with colleagues, fostering team cohesion and enabling effective cross-functional collaboration during office-based days.

Work Schedule: The hybrid work arrangement implies flexibility in managing work hours and location, allowing for a balance between personal needs and project demands. Standard full-time hours are expected, with the possibility of agile working practices.

📝 Enhancement Note: The hybrid model at Informed Solutions aims to balance flexibility with the benefits of in-person collaboration, crucial for a design role that thrives on shared ideation and feedback.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess suitability for the role and alignment with required skills.
• Technical Interview: Likely involves discussing your experience in User-Centred Design, research methodologies, and presenting case studies from your portfolio. Expect questions on how you approach complex problems, collaborate with teams, and ensure accessibility.
• Practical Exercise/Challenge: A potential design challenge or case study analysis to evaluate your problem-solving skills, design thinking, and ability to articulate your process and rationale under timed conditions.
• Team/Cultural Fit Interview: An opportunity to meet with senior team members and discuss your working style, collaboration preferences, and how you align with Informed Solutions' values (Innovation, Excellence, Integrity) and culture.
• Final Interview: May involve discussions with senior leadership to finalize the decision and discuss terms.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end service design process, focusing on public sector or complex transformation initiatives if possible.
• Tell a Story: For each project, clearly articulate the problem, your role, the methodologies used (research, analysis, design), key decisions made, challenges overcome, and the measurable outcomes or impact.
• Highlight Collaboration: Demonstrate how you worked with technical teams, stakeholders, and users, emphasizing your communication and teamwork skills.
• Showcase UCD Principles: Clearly illustrate how user needs, accessibility, and inclusion were central to your design process and outputs.
• Be Concise and Visual: Use clear visuals (diagrams, mockups) and concise text to convey your process and findings effectively.

Challenge Preparation:

• Understand the Context: If given a challenge, quickly grasp the problem statement and identify key constraints or user groups.
• Structure Your Approach: Outline your process clearly (e.g., research, ideation, prototyping, testing) and communicate it verbally or visually.
• Focus on Rationale: Explain why you are making certain design decisions, referencing user needs or best practices.
• Manage Time: Allocate time for each stage of the challenge and be mindful of the overall deadline.
• Articulate Impact: Consider how your proposed solution would deliver value and address the core problem.

📝 Enhancement Note: The interview process is likely to be thorough, with a strong emphasis on evaluating practical design skills, collaborative abilities, and cultural fit. A well-prepared portfolio that clearly demonstrates the Service Designer's process and impact will be critical.

🛠 Tools & Technology Stack

Primary Tools: While not explicitly listed, expect proficiency in standard service design and UX/UI tools.

• Design & Prototyping: Figma, Sketch, Adobe XD, InVision, Axure RP.
• Diagramming & Flowcharting: Miro, Mural, Lucidchart, Visio.
• User Research Platforms: UserTesting.com, Lookback, Hotjar, SurveyMonkey, Google Forms.
• Collaboration Tools: Slack, Microsoft Teams, Confluence, Jira.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.
• Data Visualization: Tableau, Power BI (for understanding user behavior data and reporting on service performance).

CRM & Automation:

• CRM Systems: Salesforce, Microsoft Dynamics (familiarity with how user data is managed within CRMs can be beneficial for understanding user journeys).
• Automation Tools: Basic understanding of how automation impacts user experience and service delivery.

📝 Enhancement Note: Proficiency in a range of design and collaboration tools is expected. The ability to interpret data from analytics platforms to inform design decisions is also a valuable skill.

👥 Team Culture & Values

Operations Values: Informed Solutions emphasizes three core values that guide their work and interactions:

• Innovation: Encouraging creative thinking, exploring new approaches, and delivering award-winning solutions. This translates to a proactive mindset in identifying opportunities for service improvement and embracing novel design techniques.
• Excellence: Striving for the highest quality in all aspects of work, from research and design to delivery and client relationships. This means attention to detail, continuous learning, and a commitment to delivering robust, effective services.
• Integrity: Acting with honesty, transparency, and good faith in all dealings. This fosters trust among colleagues and with clients, ensuring ethical decision-making and reliable project execution.

Collaboration Style:

• Community of Practice: Active participation in sharing knowledge, refining best practices, and providing guidance within the design community.
• Cross-functional Integration: Close working relationships with technical teams (Engineers, Data Scientists, BAs) and Delivery Managers to ensure designs are practical, deliverable, and aligned with project goals.
• Respectful Dialogue: Emphasis on respecting diverse perspectives, accepting disagreement constructively, and maintaining positive working relationships in diverse teams.
• Agile & Adaptive: Working effectively in environments that embrace change, uncertainty, and agile methodologies, requiring flexibility and a positive mindset.

📝 Enhancement Note: The company culture is built around a strong ethical foundation and a commitment to delivering high-quality, innovative solutions, supported by a collaborative and adaptive team environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Complexity: Tackling intricate public sector problems that often involve diverse user needs, legacy systems, and regulatory constraints. This requires strong analytical skills and the ability to simplify complex issues.
• Balancing User Needs with Client Goals: Effectively advocating for and integrating user needs while ensuring alignment with client objectives, technical feasibility, and business constraints.
• Navigating Uncertainty and Change: Adapting to evolving project requirements, project scope changes, and new technologies in a fast-paced environment.
• Cross-Disciplinary Communication: Bridging the gap between design thinking and technical implementation, ensuring clear understanding and buy-in from engineers, data scientists, and business analysts.

Learning & Development Opportunities:

• Skill Specialization: Opportunities to become an expert in specific areas of UCD, such as accessibility standards, inclusive design patterns, or specific research methodologies relevant to the public sector.
• Industry Exposure: Working on a variety of high-impact public sector projects provides exposure to different domains and challenges, fostering broad expertise.
• Mentorship and Leadership: The role offers a clear path to mentorship, allowing for the development of leadership and coaching skills, potentially leading to senior design or team lead positions.
• Formal Training: Access to InformedACADEMY™ and support for professional certifications provides structured learning and formal recognition of acquired skills.

📝 Enhancement Note: The role presents significant challenges that are opportunities for growth, particularly in developing resilience, adaptability, and advanced problem-solving skills within a supportive learning framework.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "Describe a complex service you designed. What was your process from research to delivery, and how did you ensure it was user-centred and accessible?" (Focus on UCD process, research methods, stakeholder collaboration, and accessibility considerations.)
• Collaboration & Stakeholder Management: "How do you approach working with technical teams (engineers, data scientists) and delivery managers to ensure your designs are feasible and effectively implemented?" (Highlight your communication skills, ability to translate design needs into technical specifications, and collaborative problem-solving.)
• Problem-Solving: "Imagine you're tasked with improving a public service with limited budget and tight deadlines. What steps would you take to identify key user needs and design an impactful solution?" (Demonstrate your structured approach, prioritization skills, and ability to deliver value under constraints.)

Company & Culture Questions:

• Company Operations: "What interests you about Informed Solutions' work in #tech4good and the public sector, and how do you see your service design skills contributing to our mission?" (Show your research into the company's mission and values, and connect your experience to their specific goals.)
• Team Dynamics: "How do you contribute to a team's knowledge sharing and professional development, particularly when mentoring junior colleagues?" (Provide examples of your mentoring style and how you actively participate in design communities.)
• Impact Measurement: "How do you measure the success of a service design initiative, and what metrics would you track for a public sector service?" (Discuss your understanding of service KPIs, user satisfaction, and operational efficiency.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your specific role and contributions, the methodologies employed, key decisions and rationale, challenges encountered and overcome, and the final outcomes/impact.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the effectiveness of your designs. If quantitative data isn't available, use qualitative evidence (user feedback, testimonials).
• Show, Don't Just Tell: Use visuals (wireframes, user flows, service blueprints, prototypes) to illustrate your process and design decisions.
• Focus on Collaboration: Explain how you partnered with technical experts, users, and stakeholders throughout the design lifecycle.
• Tailor to Informed Solutions: Emphasize projects that align with their focus on public sector, digital transformation, and tech4good, and highlight your understanding of accessibility and inclusion.

📝 Enhancement Note: Prepare to articulate your service design process with clarity, demonstrate your collaborative capabilities, and showcase how your work delivers tangible, user-centred outcomes, especially within a public sector context.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on Workable.
• Portfolio Customization: Tailor your CV and portfolio to highlight your experience in User-Centred Design, public sector projects, accessibility, and collaboration with technical teams. Ensure your portfolio clearly showcases your end-to-end design process and impact.
• Resume Optimization: Incorporate keywords from the job description such as "Service Designer," "User-Centred Design," "UCD," "digital transformation," "public sector," "research," "analysis," and "collaboration." Quantify achievements where possible.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioural questions. Prepare to walk through your portfolio case studies confidently, focusing on your process, rationale, and outcomes.
• Company Research: Deeply understand Informed Solutions' mission, values (Innovation, Excellence, Integrity), and their focus on #tech4good projects. Research their recent work and clients to demonstrate genuine interest and cultural alignment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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