Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Capgemini

Location: Worthing, England, United Kingdom

Job Type: Full-Time

Category: User Experience & Design Operations

Date Posted: 2026-08-19

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive the design of complex, user-centred services for public and private sector clients, focusing on iterative design methodologies.

• Champion and facilitate co-design across diverse multidisciplinary teams within enterprise technology environments.

• Embed user-centred design practices into traditional waterfall delivery approaches, enhancing both user and colleague experiences.

• Lead and coordinate design work, advocating for inclusive and accessible service design, and integrating data-driven insights.

• Contribute to shaping the vision for service design, ensuring successful outcomes through collaborative and iterative processes.

📝 Enhancement Note: This role is positioned within Capgemini's Experience Design Team, emphasizing a significant impact on public sector services and offering opportunities for professional growth through challenging projects and a strong community of practice. The role requires a blend of strategic design leadership and hands-on execution within a complex enterprise technology landscape.

📈 Primary Responsibilities

• Lead the end-to-end design of complex, user-centred services for public sector clients, ensuring alignment with organizational goals and user needs.

• Facilitate and champion co-design workshops and iterative design processes across multidisciplinary teams (product, business, technology).

• Coach and mentor teams in adopting and embedding user-centred and iterative design practices, transitioning from traditional waterfall methodologies.

• Integrate data-driven insights and user research findings into service design decisions to improve inclusivity, accessibility, and sustainability.

• Develop and articulate design strategies and concepts to senior stakeholders, advocating for user-centricity at all levels of the organization.

• Plan and execute design sessions, ensuring diverse perspectives are integrated to shape end-to-end user and colleague experiences across SaaS-enabled services and business processes.

• Contribute to setting the vision for service design within Capgemini and for client engagements, ensuring consistent application of best practices.

• Collaborate closely with product owners, business analysts, and technical teams to translate user needs into actionable design specifications and solutions.

📝 Enhancement Note: The primary responsibilities highlight a blend of strategic leadership in service design and tactical execution. The emphasis on "making sense where there is very little framework or direction" indicates a need for strong problem-solving and strategic thinking. The role also involves a significant coaching and change management component, guiding teams towards more user-centric and agile ways of working.

🎓 Skills & Qualifications

Education:

• Degree in Service Design, Interaction Design, User Experience Design, or a related field, or equivalent practical experience.

• Relevant professional certifications or equivalent experience. Experience:

• Proven ability to lead complex, user-centred design projects from initial concept to final implementation.

• Experience in designing government or public sector services.

• Experience applying user-centred design methods within complex technology, platform, or transformation programmes.

• Experience integrating data-driven insights into service design.

• Experience in creating accessible and inclusive services.

• Ability to build and maintain strong, strategic relationships with key stakeholders.

• Experience helping organizations transition from waterfall approaches to more iterative and user-centred ways of working.

• Experience designing services within SaaS, ERP, or enterprise platform environments. Required Skills:

• Service Design: Expertise in end-to-end service design methodologies, including user journey mapping, service blueprints, and prototyping.

• User-Centred Design: Deep understanding and practical application of user-centred design principles and practices.

• Iterative Design: Proficiency in agile and iterative design cycles, feedback loops, and continuous improvement.

• Stakeholder Management: Ability to build and maintain strong, strategic relationships with key stakeholders at all organizational levels.

• Mentoring & Coaching: Strong skills in mentoring and coaching teams in iterative design practices and user-centred approaches.

• Accessibility & Inclusive Design: Expertise in creating services that are accessible to all users, adhering to relevant standards.

• Data-Driven Insights: Ability to integrate quantitative and qualitative data into design decisions.

• Communication: Excellent communication skills, with the ability to articulate and champion design concepts and strategies effectively.

• Public Sector Service Design: Specific experience designing services within the government or public sector, with knowledge of relevant standards (e.g., GOV.UK Service Standard).

Preferred Skills:

• Experience working with SAP products or SAP-enabled business processes.

• Experience defining and leading the strategic direction of service design within a business area.

• Expertise in leading user research projects and activities.

• Experience of leading design sessions and integrating diverse perspectives.

• Consultancy experience and demonstrable experience of opening-up new account spaces.

• Multi-disciplinary design skill set.

📝 Enhancement Note: The "Essential" skills are critical and directly align with the core responsibilities of leading complex public sector service design. The "Desirable" skills indicate a preference for candidates who can bring broader enterprise experience, particularly with large platforms like SAP, and demonstrate strategic influence and business development capabilities, which are valuable in a consulting environment. The mention of SC clearance is a critical requirement for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Demonstrate end-to-end service design projects, showcasing problem definition, user research, design process, iterations, and outcomes.

• Process Documentation: Evidence of creating service blueprints, user journey maps, and workflow diagrams to illustrate complex service ecosystems.

• Data Integration: Examples of how data-driven insights and user feedback were incorporated into design decisions and led to measurable improvements.

• Accessibility & Inclusivity: Specific examples of designing for diverse user needs and adhering to accessibility standards.

• Collaboration: Showcase instances of co-design, stakeholder engagement, and cross-functional team collaboration.

Process Documentation:

• Workflow Design & Optimization: Detail methods used to map, analyze, and optimize existing service workflows, identifying pain points and opportunities for improvement.

• User-Centred Process Implementation: Illustrate how user needs were translated into new or redesigned service processes.

• Performance Measurement: Show how the impact of designed services and processes was measured and reported, using key performance indicators (KPIs).

📝 Enhancement Note: Candidates are expected to present a robust portfolio that not only showcases design output but also the strategic thinking, process rigor, and collaborative approach behind it. The emphasis on "complex, user-centred design projects" and "integrating data-driven insights" suggests a need for portfolios that highlight analytical depth and measurable impact, particularly within public sector contexts.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Service Designer with 5-10 years of experience in the UK public sector consulting space, the estimated salary range is between £55,000 - £75,000 per annum. This estimate accounts for the required expertise, SC clearance eligibility, and the hybrid working model. Benefits:

• Training and Development Opportunities: Extensive access to Capgemini's 'learning for life' mindset, including think tanks, hackathons, and over 250,000 online courses.

• External Certifications: Opportunities to gain numerous external certifications from providers like AWS, Microsoft, and cybersecurity experts.

• Peer Recognition Portal (Applaud): A platform for peer-to-peer recognition and appreciation.

• Flexible Benefits: A range of core and flexible benefits tailored to individual needs.

• Hybrid Working: A blend of working from Capgemini offices, client sites, and home, offering flexibility while ensuring team presence.

• Disability Confident Employer: Commitment to inclusive recruitment, offering an interview to candidates who declare a disability and meet minimum essential criteria.

Working Hours:

• Standard full-time working hours are estimated at 40 hours per week, with flexibility inherent in the hybrid working model.

📝 Enhancement Note: The salary range is an estimation based on typical UK market rates for this role and experience level within consulting and public sector engagements. The benefits package emphasizes continuous learning and professional development, aligning with Capgemini's commitment to employee growth and a supportive work environment. The mention of SC clearance often implies a higher compensation due to the vetting process and security requirements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Consulting, AI-powered Business Transformation, Government & Public Sector, Software.

Company Size: Over 420,000 employees globally.

Founded: Nearly 60 years ago, established as a responsible and diverse group.

Team Structure:

• Experience Design Team: This role is part of a specialized team focused on user experience and service design.

• Multidisciplinary Collaboration: Expect to work closely with product managers, business analysts, developers, strategists, and client-side stakeholders.

• Client-Facing: Significant interaction with prestigious public sector clients, and potentially other government and private sector clients.

Methodology:

• User-Centred Design: Core philosophy driving all design and development processes.

• Iterative & Hypothesis-Driven: Emphasis on continuous improvement, experimentation, and learning through cycles of design, testing, and refinement.

• Data-Informed: Utilizing data and research to guide strategic decisions and validate design choices.

• Co-design: Fostering a collaborative environment where diverse perspectives contribute to shared ownership of design outcomes.

Company Website: www.capgemini.com

📝 Enhancement Note: Capgemini's culture is positioned as innovative, collaborative, and focused on tangible business value through technology and AI. The emphasis on "imagining the future" and "making it real" suggests a forward-thinking and execution-oriented environment. The extensive global presence and diverse workforce contribute to a rich learning and development landscape.

📈 Career & Growth Analysis

Operations Career Level: This role is a mid-to-senior level position within the Service Design discipline, requiring proven experience in leading complex projects and mentoring others. It signifies a move beyond individual contribution to influencing team practices and strategic direction.

Reporting Structure: While not explicitly detailed, a Service Designer typically reports to a Head of Experience Design, Design Lead, or a senior program manager. They will collaborate extensively with client-side project teams and Capgemini project leads.

Operations Impact: The Service Designer's work directly impacts the efficiency, usability, and accessibility of critical public services, affecting millions of citizens. Their contributions are vital for successful digital transformation initiatives, leading to improved citizen experiences, reduced operational costs, and enhanced service delivery.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like public sector digital transformation, complex enterprise systems (SaaS, ERP), or advanced user research methodologies.

• Leadership: Progress to Senior Service Designer, Lead Service Designer, or Head of Experience Design roles, managing larger teams and strategic initiatives.

• Cross-Industry Experience: Gain exposure to diverse client sectors beyond the public sector, broadening consulting skills.

• Strategic Influence: Contribute to shaping Capgemini's service design offerings and client engagement strategies.

• Continuous Learning: Leverage Capgemini's extensive learning resources to acquire new skills and certifications.

📝 Enhancement Note: This role offers a clear career path within a large, reputable consulting firm. The focus on public sector and complex enterprise systems provides specialized experience. Growth opportunities are tied to both deepening design expertise and developing leadership and strategic consulting capabilities.

🌐 Work Environment

Office Type: Hybrid working model, combining time spent at Capgemini offices, client sites, and home. This suggests a dynamic work environment that balances collaboration with individual focus.

Office Location(s): Primarily based in Worthing, England, with client site engagements expected. The hybrid nature implies flexibility in daily work location, though not 100% remote.

Workspace Context:

• Collaborative Spaces: Offices will likely offer collaborative areas for workshops, team meetings, and co-design sessions.

• Technology Access: Access to Capgemini's standard technology stack and potentially client-specific systems.

• Team Interaction: Opportunities for regular interaction with fellow designers, project teams, and clients, fostering a strong sense of community and shared purpose.

Work Schedule: Standard full-time hours (approximately 40 hours/week) with a hybrid arrangement providing some flexibility in managing personal and professional commitments.

📝 Enhancement Note: The hybrid model is a key feature, requiring self-discipline and effective time management. The environment is geared towards project-based work, demanding adaptability to different client needs and office settings.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application Review: Screening of CV and portfolio against essential and desirable criteria, with a focus on public sector experience and SC clearance eligibility.

• Screening Call: A brief discussion with a recruiter to assess basic fit, understand career aspirations, and confirm eligibility (e.g., SC clearance).

• Technical Interview/Workshop: A practical assessment, potentially involving a design challenge, case study presentation, or in-depth discussion of portfolio projects. This will evaluate problem-solving skills, design methodology, and ability to articulate design rationale.

• Stakeholder Interview: Meeting with senior team members or client representatives to assess strategic thinking, collaboration skills, and cultural fit.

• Final Interview: Discussion with a hiring manager or senior leader to confirm overall suitability and discuss role specifics.

Portfolio Review Tips:

• Highlight Public Sector Impact: Clearly showcase projects for government or public sector clients, detailing the problem, your role, the process, and the tangible impact on users or service delivery.

• Demonstrate Process Rigor: Use service blueprints, user journey maps, and detailed process flows to illustrate your methodical approach. Explain why you chose specific methods.

• Showcase Iteration & Data: Present how you used feedback, data, and research to iterate designs and improve outcomes. Quantify results where possible.

• Emphasize Collaboration: Detail your experience working with multidisciplinary teams and engaging stakeholders. Use examples of co-design sessions.

• Address SC Clearance: Be prepared to discuss your eligibility and understanding of the SC clearance requirements.

Challenge Preparation:

• Understand the GOV.UK Service Standard: Familiarize yourself with its principles and how they apply to service design.

• Prepare a Case Study: Select a strong project that demonstrates your ability to handle complex, user-centred design challenges in a public sector or enterprise context.

• Practice Articulation: Be ready to clearly explain your design decisions, trade-offs, and the rationale behind your approach. Practice presenting your portfolio concisely and effectively.

• Research Capgemini: Understand their values, approach to consulting, and recent work, especially in the public sector.

📝 Enhancement Note: The interview process is designed to assess not only design skills but also the ability to operate within a complex consulting environment and within the specific constraints of public sector projects, including security clearance. A well-curated portfolio that directly addresses these requirements is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Design Software: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro, Mural (for collaboration and workshops).

• Prototyping Tools: InVision, Axure RP, Figma.

• User Research Platforms: UserTesting.com, Lookback, Qualtrics, SurveyMonkey.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (familiarity with data interpretation is key).

• BI Tools: Tableau, Power BI (for understanding data visualization and performance dashboards).

CRM & Automation:

• CRM Systems: Salesforce, Microsoft Dynamics (understanding how services integrate with CRM is beneficial).

• Project Management Tools: Jira, Confluence, Asana, Trello.

• Enterprise Platforms: Experience with SaaS, ERP systems, and specifically SAP products is a desirable skill.

📝 Enhancement Note: While specific tools aren't listed as mandatory, a strong command of standard UX/Service Design tools is expected. Familiarity with enterprise platforms like SAP and an understanding of how design integrates with broader business systems (CRM, ERP) are significant advantages, particularly given the "desirable" skills mentioned.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental commitment to understanding and serving user needs above all else.

• Collaboration & Co-creation: Belief in the power of diverse teams working together to achieve shared goals.

• Iteration & Continuous Improvement: A mindset that embraces learning from mistakes and constantly refining solutions.

• Inclusivity & Accessibility: Dedicated to designing services that are usable and beneficial for everyone, regardless of ability or background.

• Impact & Value Delivery: Focus on creating tangible, meaningful value for clients and end-users.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with business, technology, and product teams to ensure holistic service design.

• Open Communication: Encouraging honest feedback and transparent dialogue to foster trust and shared understanding.

• Knowledge Sharing: Actively sharing insights, best practices, and learnings within the design community and across project teams.

📝 Enhancement Note: Capgemini's values emphasize a human-centric approach to technology and business transformation. The culture is geared towards creating an environment where designers feel empowered to innovate while adhering to ethical and user-focused principles.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Enterprise Environments: Working within established, often legacy, technology systems and complex organizational structures, particularly in the public sector.

• Transitioning from Waterfall to Agile: Guiding teams and stakeholders accustomed to traditional delivery models towards iterative, user-centred practices.

• Balancing User Needs with Business/Technical Constraints: Finding optimal solutions that satisfy user requirements while adhering to budget, timeline, and technical feasibility.

• Obtaining and Maintaining SC Clearance: The process itself can be lengthy and requires specific residency and background criteria.

Learning & Development Opportunities:

• Advanced Design Methodologies: Access to training and practice in emerging design fields and complex problem-solving techniques.

• Industry Certifications: Opportunities to gain recognized certifications in UX, Service Design, Agile, and related domains.

• Mentorship Programs: Learning from and being mentored by experienced design leaders within Capgemini.

• Exposure to Diverse Projects: Working on a variety of client engagements across different sectors and scales, providing a broad learning experience.

📝 Enhancement Note: The challenges are typical for senior roles in large consultancies working on transformative projects. The growth opportunities are robust, supported by Capgemini's commitment to employee development and the varied nature of consulting work.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a complex service with limited initial direction. How did you approach it, and what was the outcome?" (Focus on your process, stakeholder engagement, and iterative approach.)

• "How would you introduce user-centred design principles to a team that primarily uses waterfall methodologies? What are the key challenges and how would you overcome them?" (Highlight your coaching, change management, and communication skills.)

• "Discuss a situation where you had to balance conflicting stakeholder requirements with user needs. What was your strategy, and how did you reach a resolution?" (Emphasize negotiation, data-driven decision-making, and advocating for the user.) Company & Culture Questions:

• "What interests you about Capgemini's approach to service design, particularly within the public sector?" (Research Capgemini's mission, values, and public sector work.)

• "How do you see yourself contributing to Capgemini's culture of innovation and collaboration?" (Align your experience with their stated values.)

• "Describe your experience with the GOV.UK Service Standard or similar public sector design frameworks." (Demonstrate your understanding of public sector design nuances.) Portfolio Presentation Strategy:

• Storytelling: Frame your projects as compelling narratives, starting with the problem, detailing your process, and showcasing the impact.

• Focus on Process & Rationale: Don't just show the final output; explain why you made certain decisions, what alternatives you considered, and how you adapted to challenges.

• Quantify Impact: Whenever possible, present metrics and data that demonstrate the success and value of your designs (e.g., improved user satisfaction, reduced task completion time, cost savings).

• Highlight Collaboration: Show how you worked with different teams and stakeholders, and how you facilitated co-design.

• Conciseness: Be prepared to present key projects within a given timeframe, focusing on the most impactful elements.

📝 Enhancement Note: Interviewers will be looking for evidence of strategic thinking, strong methodological grounding, excellent communication, and the ability to navigate complex organizational dynamics. Your portfolio should be a visual aid to support your verbal explanations.

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📌 Application Steps

To apply for this Service Designer position:

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

• Portfolio Customization: Tailor your CV and portfolio to highlight your experience in public sector service design, complex technology environments, and iterative/user-centred methodologies. Ensure your portfolio clearly demonstrates your ability to obtain SC clearance.

• Resume Optimization: Integrate keywords from the job description such as "Service Design," "User-Centred Design," "Public Sector," "Iterative Design," "GOV.UK Service Standard," and "SC Clearance" naturally into your resume. Quantify achievements where possible.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioural questions. Prepare a concise and impactful presentation of your key portfolio projects, focusing on their relevance to this role.

• Company Research: Thoroughly research Capgemini's mission, values, and recent work in the public sector. Understand their commitment to user-centred design and digital transformation.

⚠️ 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.