Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Capgemini

Location: Brighton and Hove, England, United Kingdom

Job Type: Full-time

Category: Service Design / UX / GTM Operations

Date Posted: 2026-09-17

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

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

• Drive the adoption of user-centred, iterative design approaches within challenging enterprise technology environments, bridging traditional waterfall delivery with modern practices.

• Champion and facilitate co-design and shared ownership across diverse multidisciplinary teams, fostering a culture of innovation and collaboration.

• Shape end-to-end user and colleague experiences across SaaS-enabled services and business processes, ensuring inclusivity, accessibility, and sustainability.

📝 Enhancement Note: While the title is "Service Designer," the emphasis on enterprise technology, SaaS, business processes, and collaboration with technology and business teams suggests a strong overlap with GTM Operations and Revenue Operations principles, particularly in how services and user experiences are designed to drive business outcomes and operational efficiency. The role requires influencing how teams adopt new ways of working, which is a core GTM/RevOps function.

📈 Primary Responsibilities

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

• Facilitate and lead design sessions, planning and coordinating design work across multidisciplinary teams to achieve successful outcomes.

• Champion and embed hypothesis-driven and iterative design practices, guiding teams away from traditional waterfall delivery models.

• Coach and mentor teams in user-centred design methods, fostering a culture of continuous improvement and shared ownership.

• Integrate data-driven insights into service design to inform decisions, improve accessibility, and ensure sustainability.

• Build and maintain strong strategic relationships with key stakeholders, articulating design concepts and strategies effectively.

• Shape end-to-end user and colleague experiences across SaaS-enabled services and business processes, ensuring seamless integration.

• Contribute to setting the vision for service design within the organization and for client engagements.

📝 Enhancement Note: The responsibilities highlight a critical need for cross-functional collaboration and process improvement, aligning closely with the operational focus of GTM and Revenue Operations. The role involves influencing adoption of new methodologies, which is a key aspect of operational transformation.

🎓 Skills & Qualifications

Education:

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

• Relevant professional certifications are also considered. Experience:

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

• Experience in designing government or public sector services is essential.

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

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

• Service Design Expertise: Deep understanding and practical application of service design principles and methodologies.

• User-Centred Design: Proven ability to place user needs at the core of design decisions and processes.

• Iterative Design & Hypothesis-Driven Practices: Experience in agile, iterative development and testing hypotheses to refine solutions.

• Design Facilitation & Collaboration: Ability to lead workshops, co-design sessions, and foster collaboration among diverse teams.

• Mentoring and Coaching: Skill in guiding and developing individuals and teams in design practices.

• Data-Driven Insights Integration: Expertise in leveraging data to inform design strategies and measure impact.

• Accessible and Inclusive Design: Commitment to creating services that are usable by everyone, regardless of ability or background.

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

• Strategic Communication: Excellent ability to articulate and champion design concepts and strategies clearly and persuasively.

• GOV.UK Service Standard Knowledge: Strong familiarity with the principles and application of the GOV.UK service standard.

Preferred Skills:

• Experience designing government, enterprise, or large-scale business services.

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

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

• Ability to define and lead the strategic direction of service design within a business area.

• Expertise in leading user research projects and activities.

• Multi-disciplinary design skill set.

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

📝 Enhancement Note: The emphasis on leading complex projects, integrating data, and managing stakeholders points to a need for strong operational thinking. The ability to transition teams from waterfall to iterative models is a key GTM/RevOps skill related to change management and process adoption.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Complex Service Designs: Showcase end-to-end design projects, detailing the problem, your approach, the methodologies used (e.g., user research, journey mapping, prototyping), and the implemented solution.

• Demonstration of Iterative & User-Centred Processes: Highlight how you incorporated user feedback and iterative cycles to refine designs and ensure user needs were met.

• Examples of Stakeholder Engagement & Influence: Include evidence of how you collaborated with and influenced diverse stakeholders (e.g., business leaders, technology teams, end-users) to drive design decisions.

• Evidence of Impact & Outcomes: Quantify the success of your designs wherever possible, demonstrating improvements in user satisfaction, efficiency, adoption rates, or business metrics.

• Showcase of Inclusive & Accessible Design: Provide examples of how you ensured services were accessible and inclusive for all users.

Process Documentation:

• Workflow Design and Optimization: Document your process for mapping existing service workflows, identifying pain points, and designing improved, user-centred workflows.

• Methodology Implementation: Detail how you plan and execute service design projects, including user research, ideation, prototyping, testing, and implementation phases.

• Performance Measurement and Analysis: Explain how you define and track metrics to evaluate the effectiveness of designed services and identify areas for ongoing optimization.

📝 Enhancement Note: For a role that influences operational adoption, the portfolio should not just showcase design outputs but also the process by which those outputs were achieved, with a strong emphasis on measurable impact and stakeholder buy-in. This aligns with the data-driven and ROI-focused nature of operations roles.

💵 Compensation & Benefits

Salary Range:

Based on regional research for Service Designers with 5-10 years of experience in the UK, particularly in the South East of England, the estimated salary range is £55,000 - £80,000 per annum. This estimate accounts for the hybrid working model, the seniority of the role, and the specific industry (consulting for public sector clients).

📝 Enhancement Note: This salary estimate is based on general market data for similar roles in the UK. Actual compensation may vary based on Capgemini's internal pay scales, the candidate's specific experience, and the exact client contract.

Benefits:

• Hybrid Working Model: Flexibility to blend work from Capgemini offices, client sites, and home.

• Comprehensive Training and Development: Access to a vast learning platform with over 250,000 courses, including thinktanks, hackathons, and specialized training.

• External Certifications: Opportunities to gain certifications from leading providers such as AWS, Microsoft, and others.

• Peer Recognition Portal (Applaud): A platform for recognizing and celebrating contributions within the team.

• Pension Scheme: Standard employer pension contribution.

• Health and Wellbeing Programs: Access to resources and initiatives supporting employee health.

• Life Assurance: Coverage for designated beneficiaries.

• Employee Assistance Program (EAP): Confidential support for personal and professional challenges.

Working Hours:

• Standard working hours are typically 40 hours per week, with a hybrid arrangement allowing for flexibility between office, client site, and home.

📝 Enhancement Note: The mention of "client sites" and "company offices" in the hybrid model implies a need for flexibility and potentially travel, which is common in consulting roles that interface with GTM and client success operations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting & Digital Transformation. Capgemini is a global leader in consulting, technology services, and digital transformation, working with major clients across various sectors, including a significant focus on government and public sector clients.

Company Size: Over 420,000 team members globally, operating in more than 50 countries. This indicates a large, established organization with diverse opportunities and a structured environment.

Founded: Nearly 60 years of heritage, providing a stable and experienced foundation.

Team Structure:

• Experience Design Team: This role sits within the Experience Design Team, likely composed of various design specialists (UX, UI, Service Designers, Researchers).

• Multidisciplinary Teams: The Service Designer will collaborate extensively with product managers, business analysts, developers, and client stakeholders in multidisciplinary project teams.

• Reporting: Likely reports to a Service Design Lead, Head of Experience Design, or a similar senior leadership role within the consulting practice.

Methodology:

• User-Centred Design: A foundational principle, emphasizing deep understanding of user needs.

• Iterative & Agile Practices: Moving away from waterfall to adopt more flexible, responsive ways of working.

• Data-Driven Decision Making: Utilizing insights from research and analytics to inform design choices.

• Co-Design and Collaboration: Encouraging active participation and shared ownership from all involved parties.

• Transformation Focus: Aiming to deliver significant business and operational improvements for clients.

Company Website: www.capgemini.com

📝 Enhancement Note: Capgemini's position as a large global consultancy means the operations context is about client service delivery, process optimization for clients, and internal operational efficiency to support those client engagements. The role is about enabling clients to improve their own service operations through design.

📈 Career & Growth Analysis

Operations Career Level: Mid-to-Senior Level Service Designer. This role involves leading complex projects, mentoring others, and influencing strategic direction, indicating a significant level of autonomy and responsibility.

Reporting Structure: The Service Designer will likely report to a senior design leader within Capgemini's Experience Design practice and will work closely with client project managers and business leads.

Operations Impact: The role's impact is primarily on client operations. By designing user-centred, efficient, and accessible services, the Service Designer directly influences how clients' customers and employees interact with systems and processes, leading to improved operational efficiency, customer satisfaction, and potentially revenue growth for the client. For Capgemini, successful client engagements enhance its reputation and drive further business.

Growth Opportunities:

• Deepen Specialization: Become a recognized expert in specific areas like public sector service design, enterprise SaaS design, or accessible design.

• Leadership Development: Progress into roles like Lead Service Designer, Design Manager, or Head of Experience Design, managing teams and client portfolios.

• Strategic Consulting: Move into roles that focus more on defining service design strategy for clients and Capgemini itself, potentially involving business development.

• Cross-Industry Exposure: Gain experience across various public and private sector clients, broadening expertise and adaptability.

• Mentorship & Community: Contribute to Capgemini's internal design community, mentoring junior designers and sharing best practices.

📝 Enhancement Note: The growth path here is strongly tied to consulting career progression, emphasizing client impact and the ability to influence operational strategies through design. This is a key differentiator for operations-focused roles.

🌐 Work Environment

Office Type: Hybrid working model, blending work from Capgemini's new office in Hove, client sites, and home. The Hove office is a new facility, suggesting modern amenities and a collaborative workspace.

Office Location(s):

• Primary Office: Capgemini's new office in Hove, England.

• Client Sites: Variable, depending on client project locations, primarily within the UK for public sector work.

• Home: For remote work days as per the hybrid agreement.

Workspace Context:

• Collaborative Spaces: The new Hove office is likely designed with collaborative zones, meeting rooms, and potentially hot-desking facilities to support the hybrid model.

• Technology Access: Access to standard office technology, high-speed internet, and potentially specialized design software and hardware.

• Team Interaction: Opportunities for in-person collaboration with Capgemini colleagues in the Hove office and potentially client teams on-site. Virtual collaboration tools will be essential for remote days.

Work Schedule:

• A standard 40-hour work week is expected, but the hybrid nature allows for some flexibility in how and where these hours are fulfilled, balancing personal needs with project demands and client requirements.

📝 Enhancement Note: The hybrid nature and client-site work emphasize the need for strong self-management and communication skills, crucial for operations roles that often require adaptability and client-facing capabilities.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and portfolio by a recruiter or hiring manager to assess core qualifications and experience.

• First Interview: A conversation focusing on experience, motivations, and understanding of service design principles. May include behavioural questions.

• Portfolio Presentation & Design Challenge: A key stage where candidates present their portfolio, showcasing relevant case studies. This may be followed by a practical design exercise or scenario-based questions to assess problem-solving skills and design thinking in a real-world context.

• Stakeholder/Team Interview: Meeting with potential colleagues or senior leaders to assess cultural fit, collaboration style, and strategic thinking.

• Final Interview: Potentially with a senior executive or client representative, focusing on strategic impact and overall suitability.

Portfolio Review Tips:

• Curate for Relevance: Select case studies that best demonstrate experience with complex services, public sector clients, iterative design, and stakeholder management.

• Tell a Story: For each case study, clearly articulate the problem, your specific role and contribution, the process followed, the challenges overcome, and the measurable outcomes.

• Highlight Process, Not Just Polish: Emphasize your thinking, methodology, and how you navigated complexity and collaboration, not just the final visual design.

• Quantify Impact: Wherever possible, use metrics (e.g., user satisfaction scores, efficiency gains, adoption rates) to demonstrate the value of your work.

• Be Prepared to Discuss: Anticipate questions about your decisions, trade-offs made, and how you would approach similar challenges.

Challenge Preparation:

• Understand the Context: If given a pre-interview challenge, ensure you fully grasp the client's business, the user group, and the operational context.

• Structure Your Approach: For a live challenge, outline your steps clearly: problem definition, assumptions, user understanding, proposed solution, and how you'd measure success.

• Focus on Process: Demonstrate your systematic approach to problem-solving and design, rather than just jumping to a solution.

• Articulate Rationale: Be ready to explain why you made certain choices, referencing design principles, user needs, or business objectives.

• Consider Operational Constraints: Think about how your design would integrate into existing systems and processes, and potential challenges in implementation.

📝 Enhancement Note: The emphasis on process, metrics, and stakeholder management in the interview and portfolio review aligns perfectly with the expectations for operations-focused roles. Candidates should prepare to demonstrate not just design skill but also operational thinking and business acumen.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Sketch, Adobe Creative Suite (XD, Illustrator, Photoshop), InVision, Balsamiq.

• Collaboration Platforms: Miro, Mural for whiteboarding, ideation, and workshop facilitation.

• Project Management Tools: Jira, Confluence for tracking tasks, documenting processes, and collaborating with development teams.

• User Research Tools: UserTesting.com, Lookback, Maze, Hotjar for user feedback and analytics.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (familiarity is beneficial for understanding user behaviour post-launch).

• Data Visualization Tools: Tableau, Power BI (understanding how data is presented and consumed is key).

CRM & Automation:

• CRM Systems: Experience with Salesforce, Microsoft Dynamics, or similar CRM platforms is beneficial, especially given the "SAP-enabled business processes" mention, as it indicates an understanding of enterprise system integration and data flow.

• Workflow Automation Concepts: Familiarity with how business processes are automated and how service design can optimize these automated workflows.

📝 Enhancement Note: While not strictly an "operations" role, the tools listed