Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Version 1

Location: Edinburgh, Scotland, United Kingdom

Job Type: Full-time

Category: Digital Transformation / Service Design

Date Posted: 26 February 2026

Experience Level: 5-10 Years (Estimated)

Remote Status: Hybrid

🚀 Role Summary

• Design and deliver exceptional digital services for public sector clients, focusing on end-to-end user journeys and optimal service delivery.

• Collaborate within multidisciplinary, agile teams to translate user needs and business requirements into effective and user-centered service designs.

• Champion and apply design thinking methodologies, evidence-based design principles, and user research techniques to inform design decisions.

• Ensure all designed services adhere to relevant accessibility, inclusive design, and UK public sector (GDS) standards.

📝 Enhancement Note: The role of "Service Designer" in the context of "GDS Projects" for "public sector customers" strongly indicates a focus on government digital service design principles and standards, aligning with the UK's Government Digital Service (GDS) framework. This requires a deep understanding of user-centered design, accessibility, and iterative development within regulated environments. The estimated experience level of 5-10 years is inferred from the depth of qualifications and the expectation of leading design efforts within complex projects.

📈 Primary Responsibilities

• Lead the design process for digital services, from initial concept to iteration, ensuring a holistic approach that considers the entire user journey.

• Conduct and collaborate on user research activities, including interviews, usability testing, and surveys, to gather insights that drive design decisions.

• Develop and iterate on prototypes and service blueprints at various fidelities using appropriate tools and techniques to communicate design concepts.

• Champion accessible and inclusive design principles, ensuring all services meet diverse user needs and comply with relevant accessibility standards (e.g., WCAG).

• Communicate design rationale, decisions, and user insights effectively to multidisciplinary teams, stakeholders, and clients, gaining confidence and buy-in.

• Collaborate closely with product owners, developers, researchers, and other team members in an agile environment to ensure seamless integration of design into the development lifecycle.

• Understand and align design work with GDS assessment processes and relevant public sector design standards.

• Manage stakeholder relationships, identify potential roadblocks, and proactively escalate issues to ensure smooth project progression.

📝 Enhancement Note: The responsibilities are expanded to detail the practical application of Service Design within an agile, public sector context. Emphasis is placed on the iterative nature of design, the importance of user research, and the specific requirements of GDS standards, which are critical for this type of role.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrable experience in design, human-computer interaction, digital product development, or a related field are essential.

Experience: Proven experience (estimated 5-10 years) in service design, UX design, or a related digital design role, with a significant portion focused on public sector or government digital transformation projects. Experience working within agile, multidisciplinary teams is crucial.

Required Skills:

• Design Thinking & Frameworks: Proficient application of design thinking principles and relevant frameworks to solve complex user and business problems.

• Evidence-Based Design: Demonstrated ability to use data, research, and testing to validate design assumptions and ensure solutions are user-centric and effective.

• User Research & Analysis: Ability to conduct basic user research, interpret findings, and collaborate with user researchers to deeply understand user needs and behaviours.

• Prototyping & Fidelity: Skill in creating and iterating on prototypes using various tools and selecting appropriate fidelity levels for different project stages and stakeholder needs.

• Accessible & Inclusive Design: Solid understanding and practical application of accessibility standards (e.g., WCAG) and inclusive design principles.

• Design Standards & Compliance: Knowledge of common design standards, particularly those relevant to the UK public sector and GDS.

• Consultancy & Communication: Strong ability to communicate design processes and decisions clearly, build confidence with internal and external stakeholders, and manage stakeholder expectations.

• Agile Methodologies: Experience working effectively within agile workflows and multidisciplinary teams, contributing to iterative development cycles.

• Stakeholder Management: Ability to identify, engage, and manage stakeholders, understanding their needs and concerns.

• Security Clearance Eligibility: Must be eligible for UK Security Clearance (SC), typically requiring 5 years of continuous UK address history.

Preferred Skills:

• Experience with specific GDS assessment processes.

• Familiarity with Version 1's key technology partnerships (Microsoft, AWS, Oracle, Red Hat, Snowflake).

• Experience in service blueprinting and customer journey mapping.

• Proficiency in a range of design and prototyping tools (e.g., Figma, Sketch, Adobe XD, Miro).

📝 Enhancement Note: The qualifications section is fleshed out by detailing the practical implications of each listed skill. The "Security Clearance Eligibility" is highlighted as a critical, non-negotiable requirement. Preferred skills are added to provide a more complete picture of an ideal candidate.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A portfolio showcasing at least 3-5 comprehensive case studies, with a strong emphasis on public sector or complex digital transformation projects. Each case study should clearly articulate the problem, your role, the design process, challenges faced, solutions implemented, and measurable outcomes.

• User-Centred Design: Demonstrations of how user research and testing directly informed your design decisions and led to improved user experiences.

• Process Documentation: Evidence of your ability to document design processes, including user journey maps, service blueprints, wireframes, and prototypes.

• Design Standards & Accessibility: Clear examples of how you have applied design standards and ensured accessibility and inclusivity in your work.

• Impact & ROI: Quantifiable results or qualitative evidence of the impact your designs have had on user satisfaction, efficiency, or business objectives.

Process Documentation:

• Workflow Design: Examples of how you have mapped and designed end-to-end service workflows, identifying pain points and opportunities for improvement.

• Iterative Design: Documentation of how you have iterated on designs based on feedback, testing, and evolving project requirements.

• Collaboration & Communication: Evidence of how you have documented and communicated design decisions and processes to multidisciplinary teams and stakeholders.

📝 Enhancement Note: This section is crucial for a Service Designer role. The requirements for the portfolio are detailed to reflect GDS expectations and best practices for showcasing design impact, process, and user-centricity. Specific documentation types relevant to service design are included.

💵 Compensation & Benefits

Salary Range: While not specified, for a Service Designer with 5-10 years of experience in Edinburgh, UK, focusing on public sector/GDS projects, the estimated salary range is typically between £50,000 - £70,000 per annum. This estimate is based on industry benchmarks for similar roles in major UK cities, considering the specialized skills, security clearance requirement, and the consulting nature of the work.

Benefits:

• Hybrid Work Schedule: Flexibility to balance work and personal life with a hybrid working model.

• Business Travel: Opportunities for business travel, potentially including client sites across the UK.

• Tech Scheme: Access to an innovative Tech Scheme to stay current with the latest technology.

• Private Medical Insurance: Comprehensive private medical insurance for employees.

• Life Insurance: Life insurance coverage for peace of mind.

• Free Eye Tests & Glasses Contribution: Support for eye health, including free tests and contributions towards glasses.

• Incentivized Certifications & Accreditations: Support and incentives for obtaining certifications in key technologies (AWS, Microsoft, Oracle, Red Hat).

• Profit Share Scheme: Quarterly profit share based on company performance, reflecting employee contribution.

• Pathways Career Development Quarterly: Structured program for professional growth and career advancement.

• Pension Scheme: Standard company pension contribution.

Working Hours: Typically 40 hours per week, with potential for flexibility depending on project needs and agile team schedules.

📝 Enhancement Note: A salary range is provided based on market research for similar roles in Edinburgh. The benefits are detailed from the provided text, highlighting those particularly attractive to tech and consulting professionals. The working hours are inferred from industry standards.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Transformation Solutions, with a strong focus on Public Sector and Cloud Services. Version 1 partners with leading technology providers like Microsoft, AWS, Oracle, Red Hat, and Snowflake, indicating a commitment to cutting-edge solutions.

Company Size: 3300+ employees, a significant scale that allows for diverse project opportunities and career paths, while still fostering a "Great Place to Work" culture.

Founded: Over 30 years ago, signifying stability, experience, and a proven track record in the technology sector.

Team Structure:

• The Service Designer will be part of multidisciplinary, agile teams, working collaboratively with roles such as UX designers, user researchers, business analysts, developers, and project managers.

• Likely operates within a "Digital, Data and Cloud" department, suggesting a focus on modern technology solutions and transformation projects.

Methodology:

• Agile & User-Centred: The team operates using agile methodologies, with a core principle of user-centred design, aligning with GDS standards.

• Data-Driven Decisions: Emphasis on evidence-based design, leveraging user research and data analytics to inform service improvements.

• Partnership & Innovation: Strong focus on leveraging partnerships with major tech vendors to deliver innovative solutions.

Company Website: Version 1 Website

📝 Enhancement Note: The company context is built by combining the provided description with the "Digital, Data and Cloud" department information. The emphasis is on Version 1's established presence, its strategic partnerships, and its culture as a "Great Place to Work," which are attractive to professionals seeking stability and growth.

📈 Career & Growth Analysis

Operations Career Level: This is a mid-to-senior level Service Designer role, requiring significant experience in applying design principles within complex, often regulated, environments like the UK public sector. The role demands independence in design execution and strong client-facing consultancy skills.

Reporting Structure: The Service Designer will report into a lead within the Digital, Data and Cloud department, likely a Service Design Lead, Digital Delivery Manager, or Head of Digital. They will work as a key contributor within various project-based multidisciplinary teams.

Operations Impact: The Service Designer plays a critical role in shaping how public sector services are delivered to citizens. Their work directly impacts user experience, service efficiency, and the successful adoption of digital solutions, contributing significantly to Version 1's client success and reputation.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as accessibility, user research, or GDS standards, potentially becoming a subject matter expert.

• Leadership: Progress into a Senior Service Designer or Service Design Lead role, mentoring junior designers and leading design initiatives on larger projects.

• Cross-Functional Development: Gain exposure to broader digital transformation, cloud adoption, and data strategy through project work, potentially leading to roles in digital strategy or product management.

• Certification & Training: Leverage the company's support for certifications (AWS, Microsoft, etc.) and "Pathways Career Development Quarterly" to continuously upskill and expand technical and professional competencies.

📝 Enhancement Note: This analysis focuses on the career trajectory for a Service Designer within a consulting firm like Version 1, emphasizing the progression from individual contributor to potential leadership roles, and the value of cross-functional exposure in a technology-focused consultancy.

🌐 Work Environment

Office Type: Hybrid work environment, combining remote work with office-based collaboration and business travel. Version 1's commitment to being a "Great Place to Work" suggests a supportive and modern office setup when on-site.

Office Location(s): Primarily based in Edinburgh, Scotland, UK, with potential for business travel to client sites, which may be located across the UK.

Workspace Context:

• Collaborative Spaces: When in the office, expect collaborative environments designed for agile teamwork, workshops, and brainstorming sessions.

• Technology Access: Access to necessary design software, hardware, and collaborative tools to facilitate hybrid working and project delivery.

• Team Interaction: Regular interaction with multidisciplinary teams, fostering a dynamic and engaging work atmosphere.

Work Schedule: Standard working hours (estimated 40 hours/week) within an agile framework, allowing for flexibility where project demands and team coordination permit. Emphasis on delivering excellent results and meeting project milestones.

📝 Enhancement Note: The work environment is described by combining the "hybrid schedule" benefit with the company's general ethos as a "Great Place to Work" and the nature of consulting work, which often involves client site visits.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and, critically, your portfolio to assess suitability for the Service Designer role and GDS project requirements.

• Hiring Manager/Team Interview: An interview with Ashley Smith (Talent Acquisition) and potentially a Service Design Lead or Digital Delivery Manager. This will likely cover your experience, understanding of design thinking, user research, and agile methodologies.

• Portfolio Presentation & Design Challenge: A session where you will present key case studies from your portfolio, demonstrating your process, rationale, and impact. You may also be given a short design challenge or scenario to work through, assessing your problem-solving and design skills in real-time.

• Final Interview: This may involve a broader discussion on consultancy skills, stakeholder management, and cultural fit with Version 1's values.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 projects that best showcase your service design process, user-centricity, GDS/public sector experience, and measurable outcomes.

• Tell a Story: For each case study, clearly define the problem, your specific role and contributions, the methods used (research, prototyping, testing), the challenges overcome, the design solutions, and the impact achieved. Use visuals effectively.

• Highlight GDS Alignment: Explicitly mention how your designs meet GDS standards, accessibility requirements, and consider the end-to-end user journey.

• Demonstrate Process: Show your thinking process, not just the final output. Include artifacts like user journey maps, service blueprints, wireframes, and user testing feedback.

• Quantify Impact: Where possible, use metrics (e.g., improved task completion rates, reduced user errors, increased user satisfaction scores) to demonstrate the value of your design work.

Challenge Preparation:

• Understand GDS Principles: Familiarize yourself with the GOV.UK Design System and core GDS principles for service design.

• Practice User Research Synthesis: Be ready to quickly identify user needs from a brief scenario and propose research methods.

• Prototype Thinking: Think about how you would quickly prototype and test a concept, even conceptually.

• Consultancy Mindset: Prepare to articulate your rationale clearly, manage potential questions, and demonstrate how you would collaborate with a team.

📝 Enhancement Note: The interview process and portfolio review tips are tailored to a Service Designer role, emphasizing GDS standards and the consulting nature of the position. Specific advice is given on how to present a portfolio effectively for this type of role.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Proficiency expected in industry-standard tools such as Figma, Sketch, Adobe XD, InVision, or similar for creating wireframes, mockups, and interactive prototypes.

• Service Design Tools: Experience with tools for service blueprinting, journey mapping, and workshop facilitation (e.g., Miro, Mural, Lucidchart).

• User Research Platforms: Familiarity with tools for conducting user interviews, usability testing, and surveys (e.g., UserTesting.com, Optimal Workshop, SurveyMonkey).

Analytics & Reporting:

• While not a core analytics role, understanding how to interpret data from analytics tools (e.g., Google Analytics, Hotjar) to inform design decisions is beneficial.

CRM & Automation:

Version 1 Technology Partnerships:

• Familiarity with services and platforms offered by Microsoft (Azure), AWS, Oracle, Red Hat, and Snowflake may be advantageous, especially when designing services that integrate with these technologies.

📝 Enhancement Note: The tools and technology stack for a Service Designer are focused on design, prototyping, and research. The inclusion of Version 1's key technology partners is added to suggest potential integration points for designed services.

👥 Team Culture & Values

Operations Values:

• Core Values Driven: Version 1 emphasizes its core values, which are deeply embedded in its DNA. Candidates are expected to share and embody these values, which likely include integrity, collaboration, customer focus, and innovation.

• People-Centric: A strong focus on employees being at the heart of the company, reflected in their "Great Place to Work" status and benefits. This translates to a supportive and respectful work environment for operations professionals.

• Data-Driven & Evidence-Based: The role itself mandates an evidence-based approach to design, aligning with a company culture that values data in decision-making and performance measurement.

• Efficiency & Excellence: As a technology and transformation consultancy, there's an inherent drive for efficiency and delivering excellence in client solutions.

Collaboration Style:

• Agile & Iterative: Collaboration is conducted within agile, multidisciplinary teams, fostering open communication, shared ownership, and continuous feedback loops.

• Cross-Functional Integration: The Service Designer must work seamlessly with various disciplines (development, research, product management, client stakeholders) to ensure holistic service delivery.

• Consultative Approach: A collaborative style that involves engaging clients and internal teams in a consultative manner, building consensus and trust through clear communication and demonstrable value.

📝 Enhancement Note: The team culture and values are derived from Version 1's stated ethos as a "Great Place to Work" and a "core values driven company," applied to the context of a service design team operating in a consulting environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Constraints: Navigating the complexities of public sector requirements, technical limitations, and budget constraints while advocating for optimal user experience.

• Stakeholder Management: Effectively managing diverse stakeholder expectations, priorities, and potential resistance to change within large organizations.

• Security Clearance: The requirement for SC clearance can be a barrier for some candidates and requires a significant history of UK residency.

• GDS Compliance: Ensuring designs consistently meet the rigorous standards and assessment criteria of the Government Digital Service.

• Hybrid Work Coordination: Maintaining seamless team collaboration and communication across dispersed team members and client sites.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to refine and expand expertise in specialized areas of service design and user experience.

• Industry Exposure: Working on a variety of GDS projects for different public sector bodies provides broad insight into government operations and digital transformation challenges.

• Technology Partnership Training: Access to training and certifications from Version 1's partners (Microsoft, AWS, etc.) to enhance technical understanding relevant to service design.

• Mentorship: Potential to be mentored by senior designers or leaders within Version 1's Digital, Data and Cloud practice.

📝 Enhancement Note: Challenges are identified based on the specific context of public sector GDS projects and consulting roles, while growth opportunities are linked to Version 1's benefits and the nature of the work.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex digital service you designed for a public sector client. What were the key challenges, how did you apply design thinking and user research, and what was the outcome?" (Focus on GDS alignment, user journey, and measurable impact).

• "How do you approach balancing user needs with technical constraints and project timelines in an agile environment?" (Demonstrate your problem-solving and negotiation skills).

Company & Culture Questions:

• "What do you know about Version 1 and our work in the public sector? How do you see your skills aligning with our core values?" (Research Version 1's GDS projects and values).

• "How do you handle disagreements or conflicting priorities with stakeholders or team members?" (Showcase your consultancy and collaboration skills).

Portfolio Presentation Strategy:

• Structure Clearly: For each case study, use a consistent structure: Problem -> Your Role -> Process -> Solution -> Impact.

• Visuals are Key: Use high-quality images of wireframes, prototypes, journey maps, and service blueprints.

• Focus on "Why" and "How": Explain the rationale behind your design decisions and the methods you employed.

• Quantify Results: Whenever possible, present data to support the success of your designs.

• Be Prepared for Questions: Anticipate questions about your specific contributions, design trade-offs, and how you handled challenges.

📝 Enhancement Note: Interview preparation advice is tailored to the Service Designer role, emphasizing GDS standards, user research, agile collaboration, and the importance of a portfolio presentation that demonstrates impact.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on smartrecruiters.com.

• Portfolio Customization: Tailor your portfolio to highlight your most relevant public sector or GDS project experience, focusing on end-to-end service design and user-centricity. Ensure it's easily accessible (e.g., via a link in your CV or application).

• Resume Optimization: Clearly articulate your experience with design thinking, user research, agile methodologies, and accessibility standards. Quantify achievements where possible and explicitly mention your eligibility for UK Security Clearance.

• Interview Preparation: Practice presenting your portfolio case studies, focusing on your process, rationale, and impact. Prepare for potential design challenges and questions related to GDS principles and stakeholder management.

• Company Research: Familiarize yourself with Version 1's company values, their partnerships, and their approach to digital transformation, particularly within the public sector. Understand the significance of GDS standards in their client work.

⚠️ 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.