Service Designer (Public)

📍 Job Overview

Job Title: Service Designer (Public)

Company: Kainos

Location: Belfast, United Kingdom (with potential for Birmingham, United Kingdom)

Job Type: Full-Time

Category: Service Design / User Experience (UX) Operations

Date Posted: April 27, 2026

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Drive the delivery of end-to-end, efficient, and consistent service experiences within the public sector.

• Champion and guide teams in the principles of needs-based design, design research, design thinking, and service design.

• Lead and facilitate workshops using a variety of techniques to achieve strategic outcomes and solve complex problems.

• Manage, coach, and develop junior team members and senior staff, focusing on performance and career progression.

• Collaborate with researchers and wider teams to create essential design artifacts such as experience maps and service blueprints.

📝 Enhancement Note: While the primary focus is "Service Designer," the emphasis on delivering "end-to-end, efficient, and consistent service experiences" and "managing, coaching, and developing staff" strongly aligns with operational aspects of service delivery and team leadership within a design context. The "Public" designation indicates a focus on government or public sector clients, which often involves complex stakeholder landscapes and a need for robust, scalable service design.

📈 Primary Responsibilities

• Provide clear visibility and documentation of the end-to-end service experience journey for public sector clients.

• Actively input into and influence the strategic direction and future evolution of public services through design insights.

• Apply a range of strategic models and frameworks to analyze service delivery challenges and opportunities.

• Leverage business analysis skills to articulate precise problem statements that form the basis for design interventions.

• Act as a subject matter expert and advocate for needs-based design, design research, design thinking, and service design methodologies.

• Coach and mentor junior designers and other team members, fostering a culture of continuous learning and skill development.

• Work collaboratively with UX researchers and multidisciplinary teams to develop comprehensive experience maps and detailed service blueprints.

• Design, lead, and facilitate impactful workshops employing diverse techniques to drive consensus, innovation, and actionable outcomes.

• Communicate effectively with stakeholders at all levels, from operational teams to senior leadership, articulating design rationale and impact.

• Demonstrate strong commercial awareness, understanding the financial and strategic implications of service design decisions.

• Identify, map, and manage stakeholder landscapes, facilitating productive engagement and alignment throughout project lifecycles.

• Manage, coach, and develop senior members of the team and wider community, focusing on performance management and career development.

📝 Enhancement Note: The responsibilities outline a blend of strategic design leadership and operational execution. The emphasis on "delivering end-to-end" services, "managing staff," and "commercial awareness" points to a role that requires not only creative design skills but also strong project and people management capabilities, which are core to operations roles.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrated experience in relevant fields will be paramount. A degree in Design, HCI, Psychology, Business, or a related field would be advantageous.

Experience: A minimum of 5-10 years of progressive experience in service design, UX design, or a related design leadership role, with a significant portion focused on delivering complex digital services. Experience working within the public sector or for clients with similar complex stakeholder environments is highly desirable.

Required Skills:

• Proven expertise in Service Design principles and methodologies.

• Demonstrated experience in Design Research and User Research techniques.

• Strong foundation in Design Thinking and its application to problem-solving.

• Proficiency in Needs-Based Design approaches, focusing on user requirements.

• Ability to create and interpret Experience Maps and Service Blueprints.

• Excellent Stakeholder Management skills, including identification, mapping, and engagement.

• Solid understanding of Business Analysis principles to define clear problem statements.

• Skilled in designing, leading, and facilitating workshops with diverse groups.

• Exceptional communication skills, adaptable to various audiences and levels.

• Strong Commercial Awareness, understanding business objectives and financial impact.

• Demonstrated ability in managing, coaching, and developing team members.

Preferred Skills:

• Experience working within a full-service digital agency environment.

• Hands-on experience with Agile delivery methodologies (Scrum, Kanban).

• Familiarity with specific public sector digital transformation frameworks or initiatives.

• Experience with specific government digital standards or guidelines.

📝 Enhancement Note: The detailed list of required skills, particularly "Stakeholder Management," "Business Analysis," "Commercial Awareness," and "managing, coaching, and developing staff," indicates that this role requires significant operational and leadership acumen, extending beyond pure design execution. The explicit mention of "public sector" implies a need for understanding bureaucratic processes and diverse user needs.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects, highlighting the entire lifecycle from research to implementation.

• Demonstrate experience in creating and utilizing service blueprints and experience maps to visualize complex service ecosystems.

• Include case studies that clearly articulate the problem statement, design process, and measurable outcomes achieved.

• Present examples of how user research and needs-based design principles were applied to inform design decisions.

• Evidence of leading and facilitating workshops, outlining the objectives, techniques used, and participant engagement.

• Highlight examples of stakeholder engagement and how design solutions were aligned with diverse stakeholder needs.

Process Documentation:

• Documented examples of how you have provided guidance on design research, design thinking, and service design methodologies.

• Evidence of coaching and developing junior team members, including examples of feedback and growth support.

• Case studies illustrating the application of strategic models to inform service design.

• Examples of how you have managed and influenced the future of service experiences.

📝 Enhancement Note: For a role like this, a portfolio is not just about visual design but about demonstrating a systematic approach to problem-solving, stakeholder management, and process improvement within a service delivery context. The emphasis on "service blueprints," "experience maps," and "workshop facilitation" points to a need for structured documentation of processes and outcomes.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for experienced Service Designers (Consultant level) in the UK, particularly in major cities like Belfast and Birmingham, with 5-10 years of experience, the estimated salary range is £55,000 - £75,000 per annum. This range accounts for the consultant level, specific skill set requirements, and the public sector context which can influence compensation structures.

Benefits:

• People-first culture: A commitment to employee well-being and a supportive work environment.

• Career development support: Opportunities for professional growth, training, and advancement.

• Inclusive work environment: Kainos actively promotes diversity, equity, and inclusion.

• Comprehensive benefits package: Likely includes pension contributions, life assurance, private medical insurance, and potentially flexible working arrangements.

• Opportunities for impact: Directly contribute to improving public services used by millions.

• Professional development: Access to workshops, training, and potentially certifications in service design and related fields.

Working Hours: The specified 40 hours per week provide a standard full-time commitment. While the role is on-site, there may be some flexibility depending on project needs and team agreements, particularly concerning core working hours for collaboration.

📝 Enhancement Note: The salary estimate is based on Kainos's general positioning as a reputable IT services company and typical compensation for experienced professionals in similar roles in the UK market. The benefits listed are derived from the company's description and common offerings for full-time employees in the tech and consulting sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, IT Services, Consulting, with a significant focus on Public Sector digital transformation. Kainos is known for its work with government bodies, health services, and other public organizations, aiming to modernize their digital offerings.

Company Size: Kainos is a large organization, with employee counts typically in the thousands. This offers stability, a wide range of projects, and structured career paths.

Founded: Kainos was founded in 1986. With decades of experience, the company has established a strong reputation and deep expertise, particularly in areas like Workday implementation and digital services.

Team Structure:

• Experience Design Capability: This role sits within a dedicated Experience Design team, which is part of a larger Capability or Practice group within Kainos.

• Reporting Structure: Likely reports to a Head of Experience Design, a Practice Lead, or a senior manager within the consulting or digital services division.

• Cross-functional Collaboration: Will work closely with project managers, business analysts, developers, researchers, and client stakeholders across various public sector projects.

Methodology:

• User-Centred Design (UCD): A core philosophy, emphasizing that solutions are built around the needs of the end-user.

• Agile Delivery: Often employs Agile methodologies, requiring iterative development, continuous feedback, and adaptability.

• Consulting Frameworks: Utilizes established consulting models and strategic frameworks to approach client challenges.

• Data-Driven Insights: Relies on research and analytics to inform design decisions and measure impact.

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

📝 Enhancement Note: Kainos's focus on digital transformation for the public sector is a key differentiator. This implies a working environment that values impact, user advocacy, and navigating complex organizational structures. The "people-first culture" and "embracing our differences" statements highlight a commitment to employee well-being and diversity.

📈 Career & Growth Analysis

Operations Career Level: Consultant / Senior Service Designer. This level signifies a professional who can independently lead service design efforts on projects, mentor junior staff, and contribute to the strategic direction of the Experience Design capability. They are expected to manage client relationships and project outcomes effectively.

Reporting Structure: Typically reports to a higher-level design lead or practice manager, with direct responsibility for guiding and developing junior designers or members of their project team.

Operations Impact: As a Service Designer in the public sector, the impact is significant, affecting how millions of citizens interact with essential services. This role bridges user needs with organizational capabilities to create efficient, accessible, and effective digital solutions. The "operational" aspect comes from ensuring these services are delivered consistently and efficiently.

Growth Opportunities:

• Leadership Progression: Potential to advance to Senior Consultant, Principal Designer, or Lead Service Designer roles, managing larger teams and more complex programs.

• Specialization: Opportunity to specialize in specific areas like accessibility, user research leadership, or strategic design consulting.

• Mentorship & Training: Access to Kainos's structured development programs, including coaching, formal training, and potential certifications in design, Agile, or public sector specific areas.

• Cross-functional Expertise: Develop deeper understanding of business analysis, Agile delivery, and client management through varied project experiences.

📝 Enhancement Note: The role is positioned as a senior contributor with leadership potential. Growth is expected through increased responsibility, strategic influence, and people management, aligning it with operational career progression pathways.

🌐 Work Environment

Office Type: On-site, indicating a traditional office-based work environment. This fosters in-person collaboration, team cohesion, and direct client interaction.

Office Location(s): Primarily Belfast, Northern Ireland, with potential for work in Birmingham, England. These are major cities offering good infrastructure and accessibility.

Workspace Context:

• Collaborative Spaces: Offices are likely equipped with meeting rooms, breakout areas, and potentially design studios designed for collaborative work, workshops, and ideation sessions.

• Technology & Tools: Access to standard office technology, design software, and potentially specialized UX research tools. Kainos likely provides necessary hardware and software licenses.

• Team Interaction: Frequent opportunities for face-to-face interaction with design colleagues, project teams, and potentially client representatives.

Work Schedule: A standard 40-hour work week is specified. While on-site, the focus will be on delivering project outcomes and collaborating effectively with teams, which may require adherence to project-specific schedules or client availability windows.

📝 Enhancement Note: The on-site requirement emphasizes the value Kainos places on in-person collaboration and team synergy, which is crucial for complex service design and consulting projects.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely an HR or recruiter call to assess basic qualifications, cultural fit, and interest.

• Hiring Manager Interview: A discussion with the hiring manager focusing on experience, skills, and alignment with the role's responsibilities, particularly around service design leadership and public sector context.

• Portfolio Review & Presentation: A key stage where candidates present selected case studies from their portfolio, demonstrating their approach to service design, problem-solving, and impact. This may involve a mock workshop facilitation or presentation exercise.

• Team/Peer Interview: Interviews with other designers or team members to assess collaboration style, technical depth, and cultural fit within the Experience Design capability.

• Final Interview: Potentially with a senior leader to discuss strategic alignment, career aspirations, and final confirmation.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 strong case studies that best represent your end-to-end service design process, ideally with public sector relevance or similar complexity.

• Focus on Process & Impact: Clearly articulate the problem, your role, the methodologies used (research, design thinking, service blueprints), your unique contributions, and most importantly, the measurable outcomes and impact of your work.

• Showcase Collaboration: Highlight how you worked with stakeholders, researchers, and development teams. Demonstrate your facilitation and coaching skills.

• Be Prepared for Deep Dives: Expect questions about your decision-making process, how you handled challenges, and how you might approach specific scenarios relevant to public sector service design.

• Practice Presentation: Rehearse your presentation to ensure it flows logically, stays within time limits, and effectively communicates your expertise.

Challenge Preparation:

• Service Design Scenario: Be prepared for a hypothetical challenge related to designing or improving a public service. Think about how you would approach understanding user needs, mapping the current state, identifying pain points, and proposing solutions.

• Workshop Facilitation: You might be asked to outline how you would run a specific type of workshop (e.g., ideation, journey mapping) for a given scenario.

• Stakeholder Management: Consider how you would manage conflicting stakeholder priorities or gain buy-in for a new design direction.

📝 Enhancement Note: The emphasis on "portfolio review," "workshop facilitation," and "stakeholder management" in the interview process underscores the operational and practical aspects of the Service Designer role at Kainos. Candidates need to demonstrate not just theoretical knowledge but the ability to apply it in real-world, often complex, project environments.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Sketch, Adobe XD, InVision, Axure RP (proficiency in at least one is expected).

• Collaboration & Whiteboarding Tools: Miro, Mural, Confluence (essential for remote/hybrid collaboration, workshop facilitation, and documentation).

• Service Design Specific Tools: Tools for creating service blueprints, experience maps, user journey maps (often integrated within whiteboarding tools or dedicated platforms).

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (understanding how to interpret data for service improvement).

• User Feedback Platforms: SurveyMonkey, Typeform, UserTesting.com (for gathering qualitative and quantitative user insights).

• Data Visualization Tools: Tableau, Power BI (helpful for presenting research findings and impact metrics).

CRM & Automation:

• While not a primary tool for a Service Designer, understanding how CRM systems (e.g., Salesforce) and automation platforms impact customer/citizen experience can be beneficial. Familiarity with specific public sector platforms might be a plus.

📝 Enhancement Note: While the role is design-focused, proficiency with collaboration and visualization tools like Miro/Mural is critical for the operational aspects of workshop facilitation and creating design artifacts. Understanding how data analytics informs service design is also a key operational requirement.

👥 Team Culture & Values

Operations Values:

• User-Centred: A deep commitment to understanding and serving user needs as the primary driver for all design and service decisions.

• Impact-Driven: Focus on creating tangible, positive, and measurable improvements in public services that benefit citizens.

• Collaborative: Strong emphasis on teamwork, open communication, and cross-functional partnership to achieve shared goals.

• Innovative: Encouragement to explore new ideas, technologies, and approaches to solve complex problems.

• Professional Excellence: Commitment to high standards in design practice, client delivery, and continuous learning.

Collaboration Style:

• Empathetic & Inclusive: Valuing diverse perspectives and fostering an environment where all team members feel heard and respected.

• Transparent & Open: Encouraging open dialogue, constructive feedback, and sharing of knowledge and insights.

• Outcome-Oriented: Focusing on delivering practical, effective solutions that meet client objectives and user needs.

• Proactive & Supportive: Actively seeking opportunities to help colleagues, share expertise, and contribute to team success.

📝 Enhancement Note: The values and collaboration style described align with a professional services environment focused on delivering significant public impact. The emphasis on "impact-driven," "collaborative," and "outcome-oriented" reflects the operational focus on delivering results effectively.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Complexity: Working within established government structures, procurement processes, and diverse stakeholder groups can be challenging. Requires strong diplomacy and change management skills.

• Balancing User Needs with Constraints: Reconciling user-centric design with technical limitations, budget constraints, and policy requirements within public services.

• Driving Adoption of New Methodologies: Educating and influencing stakeholders who may be less familiar with modern service design principles and design thinking.

• Measuring Impact in Public Services: Quantifying the value and impact of service design initiatives in a sector where traditional ROI metrics may differ.

Learning & Development Opportunities:

• Public Sector Expertise: Deepen understanding of public service delivery, policy, and citizen engagement through project work.

• Advanced Design Techniques: Access to training and practice in specialized areas of service design, UX research, and digital strategy.

• Consulting & Leadership Skills: Development opportunities in client management, project leadership, and people management through Kainos's formal programs.

• Agile and Digital Transformation: Gain hands-on experience with leading Agile methodologies and large-scale digital transformation projects.

📝 Enhancement Note: The challenges highlight the operational intricacies of working in the public sector, requiring adaptability, strategic thinking, and strong interpersonal skills beyond core design competencies. Growth opportunities are framed around building expertise relevant to these challenges.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a senior stakeholder who was resistant to a user-centred design approach. How did you manage this situation, and what was the outcome?" (Focus on stakeholder management, communication, and persuasion skills.)

• "Walk us through your process for creating a service blueprint for a complex public service. What were the key challenges, and how did you overcome them?" (Demonstrate your understanding of service design methodology and problem-solving.)

Company & Culture Questions:

• "What attracts you to working for Kainos, specifically within our public sector digital services team?" (Research Kainos's public sector work and articulate your alignment.)

• "How do you contribute to a collaborative and inclusive team environment, especially when working on-site?" (Highlight your teamwork and interpersonal skills.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly state the problem, your role, the process, your specific contributions, the challenges, the solution, and the measurable impact.

• Emphasize Operational Thinking: When discussing your solutions, highlight how they address operational efficiency, scalability, and maintainability for the public service.

• Showcase Your Facilitation Skills: If possible, use examples from your portfolio that demonstrate your ability to lead workshops and gain consensus.

• Be Ready for Q&A: Anticipate questions about your design choices, how you handled feedback, and alternative approaches you considered.

📝 Enhancement Note: These interview questions are designed to probe not just design skills but also the candidate's operational understanding, ability to manage complex environments, and collaborative approach, all critical for success in this role.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the Kainos careers portal link provided.

• Tailor your CV: Ensure your resume clearly highlights your experience in service design, user research, design thinking, and stakeholder management, using keywords from the job description. Quantify achievements where possible.

• Prepare your Portfolio: Select 2-3 key projects that showcase your end-to-end service design process, focusing on impact, collaboration, and operational considerations. Be ready to present these confidently.

• Research Kainos: Understand their work in the public sector, their values, and their approach to digital transformation. This will help you tailor your responses and demonstrate genuine interest.

• Practice your Presentation: Rehearse presenting your portfolio case studies, focusing on clarity, conciseness, and demonstrating your problem-solving and communication skills.

⚠️ 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.