Principal Service Designer - Research Services (we have office locations in Leeds, London & Cambridge)

📍 Job Overview

Job Title: Principal Service Designer - Research Services

Company: Genomics England

Location: London, United Kingdom

Job Type: Full-time

Category: Service Design / Operations Strategy

Date Posted: 2026-06-03T12:15:15.633

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end service design for academic and industry scientific research journeys, ensuring a user-centered, cohesive, and impactful experience within the genomic research landscape.

• Shape and define service strategy in partnership with Service Owners and senior leadership, establishing a clear vision, measurable outcomes, and long-term direction for research services.

• Navigate complex, ambiguous environments by prioritizing effectively and guiding multidisciplinary teams toward impactful, outcome-focused solutions that drive scientific breakthroughs.

• Oversee and ensure the quality and strategic alignment of service design delivery across multiple workstreams, maintaining coherence and adherence to organizational goals.

• Collaborate with data, technology, and architecture teams to ensure services are technically feasible, scalable, and future-ready, integrating complex data and technical infrastructure.

📝 Enhancement Note: This role is positioned as a Principal Service Designer, indicating a senior leadership capacity within the design and operations strategy function. The emphasis on "Research Services" within Genomics England suggests a focus on operationalizing data and technology for scientific advancement, requiring a deep understanding of complex systems and regulated environments. The role requires strategic influence, team leadership, and a strong ability to translate user needs into scalable service solutions.

📈 Primary Responsibilities

• Spearhead the service design for the complete academic and industry scientific research lifecycle, ensuring a user-centric, cohesive, and impactful service experience.

• Partner with Service Owners and senior leaders to set and refine service strategy, clearly defining the vision, desired outcomes, scope, and long-term trajectory.

• Excel in ambiguous and complex situations by effectively prioritizing tasks and guiding multidisciplinary teams towards impactful, outcome-oriented solutions.

• Ensure coherence, quality, and strategic alignment by overseeing service design delivery across multiple workstreams within the research services domain.

• Facilitate co-creation and decision-making across internal and external stakeholders, working closely with product and delivery teams to ensure regulatory compliance and cohesive end-to-end service experiences.

• Collaborate with data, technology, and architecture teams in complex environments to ensure the feasibility, scalability, and future-readiness of developed services.

• Actively participate in and advocate for design research to inform evidence-based decision-making processes.

• Independently scope personal work and provide support to fellow designers in defining priorities and effective planning across the service area.

• Coach and mentor fellow designers, fostering their skill development and building confidence in tackling complex service challenges.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design, and team mentorship. The focus on "end-to-end academic and industry scientific research journey" implies a need for deep understanding of operational workflows, data pipelines, and stakeholder needs within a research context. The emphasis on "navigating ambiguity and complexity" and "prioritizing effectively" points to a need for strong operational acumen and strategic decision-making skills, common in senior operations and strategy roles.

🎓 Skills & Qualifications

Education: While formal education requirements are not explicitly stated, a strong portfolio and extensive experience are prioritized over specific academic qualifications, aligning with senior design and strategy roles.

Experience: Demonstrated experience delivering human-centered design within healthcare, life sciences, or other highly regulated environments, with a proven track record of impact and confidence in navigating ambiguity and complex systems. Experience at a Principal Service Designer level is essential, encompassing shaping service strategy, vision, and organizational direction within complex data or technical infrastructure environments.

Required Skills:

• Demonstrated experience delivering human-centred design in healthcare, life sciences, or other highly regulated environments.

• Proven track record of impact and confidence navigating ambiguity and complex systems.

• Strong skills in facilitation, systems thinking, prioritization, and strategic communication.

• Expertise in stakeholder engagement and influence, building trusted relationships with senior leaders, service owners, and multidisciplinary teams.

• Experience at Principal Service Designer level, shaping service strategy, vision, and organizational direction.

• Experience operating effectively in complex data or technical infrastructure environments.

Preferred Skills:

• Experience working under Government Digital Service Standard.

• Strong understanding of data, technology infrastructure, and integration across the UK life sciences ecosystem.

• Experience working confidently within highly regulated, risk-sensitive contexts, with a strong awareness of regulations regarding bio-banks or Trusted Research Environments.

• Awareness and sensitivity to ethical, compliance, and regulatory considerations when designing and delivering services.

• Experience supporting, coaching, and enabling colleagues to navigate complex regulatory constraints effectively.

• Advanced storytelling skills, with the ability to clearly communicate complex problems, decisions, and outcomes to diverse audiences, influencing understanding and alignment across multidisciplinary and senior teams.

📝 Enhancement Note: The requirements emphasize a senior-level individual with a strong blend of design expertise, strategic thinking, and operational understanding within regulated sectors. The specific mention of "Government Digital Service Standard," "bio-banks," and "Trusted Research Environments" points to the need for experience with public sector digital transformation and specialized data governance. The portfolio requirement is critical for demonstrating end-to-end ownership and strategic influence, key attributes for a principal-level role impacting service operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate end-to-end ownership of complex services, illustrating breadth of impact and strategic influence.

• Showcase the ability to define and evolve service strategy, including iterative testing and refinement of solutions.

• Provide clear examples of human-centered design application within regulated environments (healthcare, life sciences).

• Illustrate experience in navigating complex data or technical infrastructure and their integration into service design.

Process Documentation:

• Showcase the process of translating complex user needs and regulatory requirements into actionable service blueprints and design specifications.

• Detail methodologies used for systems thinking and mapping complex interdependencies within service ecosystems.

• Document approaches to facilitating co-creation and decision-making across diverse stakeholder groups.

• Present examples of how design research informed evidence-based decision-making and iterative service improvement.

📝 Enhancement Note: The portfolio requirements are central to this role, needing to demonstrate not just design skills but also strategic leadership and operational impact. This implies a need for candidates to present case studies that highlight their ability to manage complex projects, influence strategy, and deliver tangible outcomes in regulated, technically intricate environments. The focus on "end-to-end ownership" and "iterative testing" directly relates to operational excellence and continuous improvement within service delivery.

💵 Compensation & Benefits

Salary Range: £92,000 per annum.

The stated salary of £92,000 per annum for a Principal Service Designer in London aligns with industry benchmarks for senior-level design and strategy roles within specialized sectors like genomics and life sciences in the UK. This figure reflects the significant experience, strategic responsibility, and specialized knowledge required for this position.

Benefits:

• Generous Leave: 30 days' holiday plus bank holidays, with options for additional leave for long service and up to 30 days of remote working abroad annually (subject to approval).

• Family-Friendly Policies: Blended working arrangements, flexible working, and enhanced maternity, paternity, and shared parental leave benefits.

• Pension & Financial: Defined contribution pension scheme (Genomics England offers a double-match up to 10%), Life Assurance (3x salary), and a Give As You Earn scheme.

• Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one annual professional subscription (subject to approval).

• Recognition & Rewards: Employee recognition and referral schemes.

• Health & Wellbeing: Subsidised gym membership, a free Headspace account, and access to an Employee Assistance Programme, eye tests, and flu jabs.

Working Hours: 40 hours per week. The role operates on a blended working model, with an expectation of a minimum of 2 days per month in the office, varying by role and team leader agreement.

📝 Enhancement Note: The stated salary of £92,000 for a Principal Service Designer in London is competitive for senior roles in specialized fields. The benefits package is comprehensive, offering strong support for work-life balance, professional development, and employee well-being, which are attractive to experienced professionals in high-demand sectors. The blended working model, requiring a minimum of 2 office days per month, indicates a structured hybrid approach, balancing flexibility with essential in-person collaboration.

🎯 Team & Company Context

🏢 Company Culture

Industry: Genomics and Healthcare Technology. Genomics England operates at the forefront of genomic medicine and research, bridging clinical care, scientific discovery, and advanced digital systems. This industry context demands rigorous adherence to regulatory standards, a commitment to data integrity, and a focus on patient outcomes and scientific advancement.

Company Size: Genomics England is a significant organization, enabling national-scale initiatives. While the exact number of employees isn't specified in the provided data, its role in supporting the NHS and running major genomics initiatives suggests a medium to large enterprise. This size implies structured processes, cross-functional teams, and a degree of organizational complexity.

Founded: Genomics England was established to drive the 100,000 Genomes Project and has evolved to support the NHS's national whole genome sequencing service and the National Genomic Research Library. Its founding mission is to create a world where genomic healthcare benefits everyone and to position the UK as a leader in genomic innovation.

Team Structure:

• The role operates within the "Design & Research" department, specifically supporting "Research Services." This suggests a team focused on enabling scientific exploration and discovery through robust service design and operational support.

• The Principal Service Designer will likely work within a matrixed structure, collaborating closely with Service Owners, Programme Leads, product teams, delivery teams, and technical/data specialists.

Methodology:

• Data-driven decision-making is paramount, utilizing genomic and health data to inform service design and operational improvements.

• Systems thinking is employed to understand and optimize complex healthcare and research ecosystems.

• Human-centered design principles are applied to ensure services meet the needs of scientists, clinicians, and patients.

• Agile and iterative approaches are likely used in service development and delivery, especially given the context of complex software systems and evolving research needs.

Company Website: https://www.genomicsengland.co.uk/

📝 Enhancement Note: Genomics England's mission-driven nature, combined with its role in national healthcare and research infrastructure, shapes a culture of precision, collaboration, and impact. The "Design & Research" department, focusing on "Research Services," indicates a strategic operational function supporting scientific innovation. The company’s foundation on large-scale projects implies a sophisticated operational environment where process, data, and user experience are critical.

📈 Career & Growth Analysis

Operations Career Level: This Principal Service Designer role is at a senior leadership level within the design and operational strategy domain. It signifies a position of significant influence, responsible for setting strategic direction, mentoring junior staff, and managing complex service portfolios that directly impact research and healthcare outcomes. The role demands a blend of deep design expertise and strategic operational oversight.

Reporting Structure: The role is within the "Design & Research" department and will report to a senior leader (likely a Head of Design, Director of Research Services, or similar). It involves extensive collaboration with Service Owners, Programme Leads, and cross-functional teams, indicating a highly collaborative and matrixed reporting environment.

Operations Impact: The impact of this role is substantial. By designing and optimizing research services, the Principal Service Designer directly influences the ability of scientists to translate genomic and health data into breakthroughs. This translates to accelerated discovery of new diagnoses, more effective treatments for cancer and rare diseases, and ultimately, improved patient care and healthcare system efficiency. The role is critical in enabling the organization's mission to integrate genomics into mainstream healthcare.

Growth Opportunities:

• Strategic Leadership: Opportunity to shape the future vision and strategy of research services, potentially leading to broader roles in service operations, digital transformation, or strategic initiatives within Genomics England.

• Specialized Skill Development: Deepen expertise in service design within highly regulated environments, particularly in genomics, life sciences, and national health data infrastructure.

• Mentorship and Team Building: Develop leadership capabilities through coaching and mentoring other designers, contributing to the growth of the design function within the organization.

• Cross-Functional Influence: Gain experience influencing and collaborating with diverse senior stakeholders across research, technology, clinical, and policy domains, enhancing strategic communication and stakeholder management skills.

📝 Enhancement Note: The "Principal" title clearly indicates a senior role with significant strategic responsibility. The growth opportunities focus on leadership, specialized domain expertise, and cross-functional influence, aligning with typical career progression for senior operations and design leaders in impactful organizations. The role provides a platform to contribute directly to national-level advancements in genomics and healthcare.

🌐 Work Environment

Office Type: Genomics England operates a blended working model, suggesting a modern, flexible office environment designed to accommodate both in-person collaboration and remote work. The offices in London, Leeds, and Cambridge are likely equipped with collaborative spaces, meeting rooms, and individual workspaces to support diverse working styles.

Office Location(s): The primary office location for this role is London. Additional office locations in Leeds and Cambridge are also available, indicating potential for cross-site collaboration or transfer opportunities. These locations are strategically positioned within major hubs for life sciences and research in the UK.

Workspace Context:

• Collaborative Environment: The blended working model necessitates a workspace that fosters effective collaboration, with shared spaces and meeting facilities designed for hybrid teams.

• Operations Tools and Technology: As a leader in genomic data and software systems, Genomics England likely provides access to cutting-edge technology, data platforms, and design tools necessary for service design and operational excellence.

• Team Interaction: Opportunities for regular interaction with multidisciplinary teams, including researchers, data scientists, technologists, and other service designers, are expected, facilitating knowledge sharing and co-creation.

Work Schedule: The standard working hours are 40 hours per week, with a blended working model that requires a minimum of 2 office days per month. This hybrid approach offers flexibility while ensuring essential face-to-face engagement for strategic discussions and team cohesion.

📝 Enhancement Note: The blended working model, with a minimum of 2 office days per month in London, suggests a structured hybrid approach. This is designed to balance the benefits of remote flexibility with the necessity of in-person collaboration for strategic planning, team building, and complex problem-solving, which are critical for a Principal Service Designer role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter, with a specific focus on how skills and experience align with the role and the organization's mission.

• Portfolio Presentation: A crucial stage where candidates present their portfolio, showcasing end-to-end ownership of complex services, strategic impact, and human-centered design within regulated environments. This will likely involve discussing case studies and demonstrating strategic thinking and prioritization skills.

• Skills-Based Interviews: Interviews focusing on specific competencies such as systems thinking, stakeholder engagement, facilitation, and leadership. These may include scenario-based questions and discussions about navigating ambiguity.

• Panel Interview/Final Stage: Interviews with senior stakeholders, including Service Owners, Programme Leads, and potentially HR or other department heads, to assess cultural fit, strategic alignment, and overall suitability for a Principal-level role.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio to clearly articulate the problem, your role, the process, the solutions, and the measurable outcomes. Use a narrative approach that highlights strategic influence and operational impact.

• Showcase Complexity: Emphasize projects that demonstrate your ability to handle complex systems, navigate ambiguity, and operate in regulated environments. Highlight end-to-end ownership and strategic decision-making.

• Quantify Results: Wherever possible, use data and metrics to demonstrate the impact of your service design work on research efficiency, scientific breakthroughs, or patient outcomes.

• Tailor to Genomics England: Research Genomics England's mission and current initiatives. Frame your portfolio examples to show how your experience directly contributes to their goals in genomic medicine and research services.

Challenge Preparation:

• Service Strategy Scenario: Be prepared to discuss how you would approach defining the strategy and vision for a new research service, considering user needs, technical feasibility, and regulatory constraints.

• Stakeholder Management: Anticipate questions about how you would gain buy-in from diverse stakeholders (scientists, clinicians, technology teams, leadership) for a complex service design initiative.

• Prioritization Exercise: Be ready to discuss how you would prioritize competing demands and resources within a complex service portfolio, using data and strategic objectives as guides.

📝 Enhancement Note: The emphasis on a portfolio review and specific interview stages indicates a rigorous selection process for this senior role. Candidates must be prepared to articulate their strategic thinking, operational impact, and ability to navigate complex, regulated environments through concrete examples from their portfolio. The preparation advice focuses on demonstrating leadership, strategic acumen, and a deep understanding of service design within the specific context of Genomics England.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Toolkits: Proficiency in standard service design tools for mapping customer journeys, service blueprints, user flows, and wireframes (e.g., Figma, Sketch, Miro, Mural).

• Collaboration Platforms: Experience with tools that facilitate remote and hybrid team collaboration, such as Slack, Microsoft Teams, Jira, Confluence.

• Research & Prototyping Tools: Familiarity with tools for conducting user research, usability testing, and creating interactive prototypes.

Analytics & Reporting:

• Data Visualization Tools: Ability to interpret and potentially contribute to dashboards that track service performance, user engagement, and operational efficiency (e.g., Tableau, Power BI, Looker – specific tools may vary).

• Performance Metrics: Understanding of key performance indicators (KPIs) relevant to research services, user satisfaction, and operational efficiency.

CRM & Automation:

• While not a direct CRM or automation role, understanding how these systems integrate with broader service delivery and impact user experience is beneficial, especially in a regulated environment where data flow and compliance are critical. Familiarity with data governance principles and secure data handling is essential.

📝 Enhancement Note: The technology stack for this role is primarily centered around design and collaboration tools, emphasizing the 'how' of service design and team coordination. The mention of data and technology infrastructure in the job description suggests that an understanding of how services integrate with underlying systems, data pipelines, and potentially research platforms (like Trusted Research Environments) is crucial, even if direct tool expertise isn't the primary focus.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core commitment to understanding and designing for the needs of scientists, researchers, and other users of the research services.

• Collaboration: A strong emphasis on working effectively across multidisciplinary teams, fostering an environment of shared ownership and mutual respect.

• Impact-Driven: A focus on delivering tangible outcomes that advance genomic medicine and research, aligning with the organization's overarching mission.

• Excellence & Rigor: A dedication to high standards in design, execution, and adherence to regulatory and ethical guidelines, especially critical in healthcare and life sciences.

• Innovation: Encouraging new approaches and solutions to complex challenges within the rapidly evolving field of genomics.

Collaboration Style: