Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Capgemini

Location: Telford, England, United Kingdom

Job Type: Full-time

Category: Experience Design / Service Design

Date Posted: August 19, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Drive the design of complex, user-centred services for public sector clients, fostering iterative design approaches within enterprise technology environments.

• Champion and facilitate co-design within diverse multidisciplinary teams, embedding user needs with organizational goals.

• Improve inclusive, accessible, and sustainable design practices, shaping end-to-end user and colleague experiences across SaaS-enabled services.

• Lead and coordinate design work, advocate for user-centred design, and mentor teams in iterative design practices, integrating data-driven insights for successful outcomes.

📝 Enhancement Note: This role is positioned as a Service Designer within Capgemini's Experience Design Team, focusing on public sector clients. The description emphasizes a hybrid working model and the need for individuals capable of navigating complex, undefined landscapes. The core function revolves around driving user-centered service design, coaching teams, and bridging the gap between traditional waterfall delivery and modern iterative approaches.

📈 Primary Responsibilities

• Lead the end-to-end design of complex, user-centred services for public sector clients, from initial concept through to implementation.

• Champion and facilitate collaborative design sessions, fostering a culture of co-design and shared ownership across multidisciplinary teams.

• Embed hypothesis-driven and iterative design practices into environments traditionally relying on waterfall delivery methodologies.

• Mentor and coach teams on user-centred design principles, iterative processes, and the integration of data-driven insights.

• Improve and advocate for inclusive, accessible, and sustainable design practices, ensuring user needs are aligned with organizational and client objectives.

• Plan and run design sessions, effectively integrating diverse perspectives to shape service offerings.

• Shape end-to-end user and colleague experiences across SaaS-enabled services and complex business processes.

• Build and maintain strong, strategic relationships with key stakeholders at the highest levels of the organization.

• Articulate and champion design concepts and strategies clearly and effectively.

📝 Enhancement Note: The primary responsibilities highlight a blend of hands-on design leadership, team enablement, and strategic stakeholder engagement. The emphasis on transforming traditional delivery models to iterative, user-centered approaches is a key theme, requiring experience in both design methodologies and change management.

🎓 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 are also considered. 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 programs.

• Experience integrating data-driven insights into service design.

• Experience creating accessible and inclusive services.

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

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

• Service Design: Expertise in defining, designing, and iterating on services to meet user needs and business objectives.

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

• Iterative Design: Proficiency in agile and iterative design processes, including rapid prototyping and testing.

• Stakeholder Management: Ability to build and maintain strong, strategic relationships with diverse stakeholders, including senior leadership.

• Mentoring & Coaching: Proven ability to guide and develop teams in design practices and methodologies.

• Accessibility & Inclusive Design: Strong knowledge and experience in creating services that are accessible to all users.

• Data-Driven Insights: Expertise in integrating user research, analytics, and other data sources into the design process.

• Communication: Excellent ability to articulate and champion design concepts and strategies effectively.

• Public Sector Service Design: Specific experience designing services within government or public sector contexts.

• GOV.UK Service Standard: Strong knowledge of the GOV.UK service standard and its application.

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.

• Expertise in, or the ability to lead, user research projects and activities.

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

• Multi-disciplinary design skill set.

• Experience of working in other sectors beyond public services.

📝 Enhancement Note: The qualifications strongly emphasize practical experience in public sector service design, particularly with the GOV.UK service standard. The ability to transition organizations from waterfall to iterative methods is a critical differentiator. The inclusion of SAP and ERP experience as desirable points towards potential client engagements involving large enterprise systems.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Complex Service Design: Showcase 2-3 in-depth case studies detailing the design of complex, user-centred services, ideally within public sector or large enterprise contexts.

• Demonstration of Iterative Process: Clearly illustrate the iterative design process used, including user research, prototyping, testing, and refinement cycles, highlighting how feedback was incorporated.

• Impact and Outcomes: Quantify the impact of your design work. This should include metrics related to user satisfaction, efficiency gains, adoption rates, accessibility improvements, or cost savings.

• Stakeholder Collaboration Examples: Provide evidence of how you collaborated with diverse stakeholders, including business, technology, and end-users, to achieve design consensus and buy-in.

• Accessibility and Inclusivity: Showcase specific examples of how accessibility and inclusive design principles were integrated into your design solutions.

Process Documentation:

• Workflow Design & Optimization: Evidence of designing or optimizing service workflows, demonstrating an understanding of user journeys and process mapping.

• Implementation & Automation: Examples of how designs were translated into implemented services, potentially involving collaboration with development teams or leveraging automation where appropriate.

• Measurement & Performance Analysis: Documentation of how service performance was measured post-implementation, including the use of analytics and user feedback to inform future iterations.

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. It should not just present final designs but meticulously document the process – the problem definition, research, iterative cycles, collaboration, and measured impact. Emphasizing experience with the GOV.UK service standard and transitions from waterfall to agile within the portfolio will be highly beneficial.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Service Designer with 5-10 years of experience in the UK, particularly within consulting or public sector environments, the estimated salary range for this role in Telford, England, is between £55,000 and £75,000 per annum. This estimate accounts for the specialized skills in user-centred design, public sector experience, and the requirement for SC clearance, which often commands a premium. Benefits:

• Training and Development Opportunities: Access to Capgemini’s extensive learning resources, including thinktanks, hackathons, and a vast library of online courses.

• External Certifications: Opportunities to gain certifications from leading providers like AWS, Microsoft, Harvard ManageMentor, and cybersecurity qualifications.

• Peer Recognition Portal (Applaud): A platform for recognizing and being recognized by colleagues.

• Flexible Benefits: A range of core and flexible benefits tailored to employee needs, likely including health insurance, pension contributions, and life assurance.

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

• Disability Confident Employer: Commitment to inclusive recruitment, offering an interview to candidates with declared disabilities who meet the minimum essential criteria.

Working Hours:

• The standard working hours are approximately 40 hours per week, with a hybrid arrangement that allows for flexibility between office, client site, and home-based work.

📝 Enhancement Note: Salary estimation is based on UK market data for experienced Service Designers, considering the specific demands of public sector work and SC clearance. The benefits package is substantial, emphasizing continuous learning and professional development, which is crucial for a role in a rapidly evolving design field.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Consulting, Digital Transformation, Government & Public Sector. Capgemini operates at the intersection of technology and business, helping organizations reimagine their future through AI, technology, and human expertise.

Company Size: Over 420,000 employees globally. This large size offers extensive opportunities for networking, diverse project exposure, and career progression within a well-established organization.

Founded: Nearly 60 years ago. Capgemini has a long-standing heritage and significant experience in delivering large-scale transformations for global clients.

Team Structure:

• Experience Design Team: This role is part of the Experience Design Team, suggesting a focus on user-centricity and the holistic experience of services.

• Multidisciplinary Collaboration: The role explicitly requires working with diverse multidisciplinary teams, including product, business, and technology professionals, indicating a collaborative and integrated approach to service delivery.

• Reporting: While not explicitly detailed, in a consultancy setting, Service Designers often report to Design Leads, Practice Managers, or Project Managers, with direct client engagement.

Methodology:

• User-Centred & Iterative Design: The core methodology emphasizes putting users first and employing iterative processes for continuous improvement and adaptation.

• Agile & Waterfall Transition: A key aspect of the role involves helping organizations transition from traditional waterfall delivery models to more agile, user-centred ways of working.

• Data-Driven Approach: Decisions and designs are informed by data, including user research, analytics, and performance metrics.

Company Website: www.capgemini.com

📝 Enhancement Note: Capgemini's culture is characterized by innovation, global reach, and a commitment to responsible transformation. For a Service Designer, this means opportunities to work on impactful projects for major clients, access to a vast network of professionals, and a structured environment that supports continuous learning and career development within the design discipline.

📈 Career & Growth Analysis

Operations Career Level: Mid-to-Senior Level Service Designer. This role is for an experienced practitioner who can lead complex projects, mentor others, and influence client strategy. It sits within the Experience Design practice, contributing to the growth and reputation of Capgemini's design capabilities.

Reporting Structure: Typically, a Service Designer at this level would report to a Senior Design Lead, Experience Design Manager, or a Project/Program Manager, depending on the client engagement structure. They will also mentor junior designers and collaborate closely with client-side counterparts.

Operations Impact: The Service Designer's impact is significant, directly influencing the usability, accessibility, and effectiveness of services that can affect millions of users, particularly within the public sector. This role shapes how citizens and employees interact with essential services, driving efficiency and satisfaction, and ultimately contributing to successful digital transformation for clients.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like public sector design, accessibility, AI-driven services, or particular industry verticals (e.g., SAP-enabled processes).

• Leadership: Progress into Senior Service Designer, Lead Service Designer, or Design Manager roles, taking on greater responsibility for client accounts, team leadership, and strategic direction.

• Consulting Acumen: Develop skills in business development, account management, and strategic consulting, potentially moving towards client-facing advisory roles.

• Cross-Disciplinary Learning: Gain exposure to other Capgemini practices (e.g., strategy, technology implementation, business operations) to develop a broader understanding of client challenges and solutions.

• Professional Development: Continuous access to Capgemini’s extensive training programs and certifications to stay at the forefront of design and technology trends.

📝 Enhancement Note: This role offers a clear path for growth within both the design discipline and broader consulting career trajectories. The emphasis on public sector and large enterprise systems provides specialized experience valuable for long-term career development.

🌐 Work Environment

Office Type: Hybrid working model, blending time spent at Capgemini offices, client sites, and home. This offers a dynamic work environment that balances focused individual work with collaborative team and client interactions.

Office Location(s): Primarily based in or around Telford, England, with regular travel to client sites as required by project needs. Capgemini has multiple office locations across the UK.

Workspace Context:

• Collaborative Spaces: Capgemini offices are designed to foster collaboration, with meeting rooms, breakout areas, and potentially dedicated design studios.

• Client Site Immersion: Working at client sites allows for direct immersion in their environment, facilitating closer collaboration with client teams and a deeper understanding of their context.

• Tools & Technology: Access to standard office technologies and potentially specialized design software and hardware, depending on project requirements. The role involves working with enterprise systems, so familiarity with these environments is key.

• Team Interaction: Regular interaction with a multidisciplinary team (designers, researchers, strategists, developers, business analysts) and client stakeholders, promoting a dynamic and communicative work atmosphere.

Work Schedule: Standard full-time hours (approx. 40 per week) with flexibility inherent in the hybrid model. The focus is on delivering project outcomes and meeting client needs, which may occasionally require adapting schedules.

📝 Enhancement Note: The hybrid nature of the role is a significant factor, requiring self-discipline and effective time management. Candidates should be comfortable with a mix of remote and in-person collaboration, and potentially travel to client locations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CV and portfolio to assess essential qualifications and experience.

• First Interview: Likely with a hiring manager or senior member of the Experience Design team to discuss experience, approach to service design, and cultural fit. This may include behavioral questions.

• Portfolio Presentation & Case Study: A dedicated session where candidates present 1-2 key projects from their portfolio, detailing their role, process, challenges, and outcomes. This is a critical stage to assess practical application and communication skills.

• Design Challenge/Workshop: Potentially a practical exercise or workshop simulating a design problem, to assess problem-solving skills, collaboration, and application of design methodologies.

• Final Interview: May involve senior stakeholders, client representatives, or practice leads to assess strategic thinking, client management potential, and overall suitability for Capgemini and the client.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business and user outcomes achieved through your design work. Quantify results wherever possible.

• Showcase the Process: Don't just show final designs; explain your thought process, the methods used (research, ideation, testing), and how you navigated challenges.

• Tailor to the Role: Highlight projects that best demonstrate experience with public sector services, iterative design, accessibility, and stakeholder management.

• Be Concise and Clear: Present your work logically and efficiently. Be prepared to answer detailed questions about your contributions and decisions.

• Demonstrate GOV.UK Standard Knowledge: If possible, use examples that show alignment with or understanding of the GOV.UK service standard principles.

Challenge Preparation:

• Understand the Context: If given a scenario, quickly identify the core problem, users, and constraints.

• Articulate Your Approach: Outline a clear, iterative design process. Explain the steps you would take and why.

• Focus on User Needs: Always bring the conversation back to understanding and addressing user needs.

• Collaborate Effectively: If it's a group exercise, demonstrate strong teamwork, active listening, and constructive contribution.

• Manage Time: Be mindful of the time allocated and prioritize key activities.

📝 Enhancement Note: The interview process will heavily rely on the candidate's portfolio and their ability to articulate their design process and impact. Candidates should be prepared to discuss specific methodologies, challenges encountered in public sector projects, and how they ensure inclusivity and accessibility.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Proficiency with diagramming tools (e.g., Miro, Mural, Lucidchart) for journey mapping, process flows, stakeholder mapping, and collaborative ideation.

• Prototyping Tools: Experience with prototyping software (e.g., Figma, Sketch, Adobe XD, Axure) to create interactive mockups and user flows.

• User Research Platforms: Familiarity with tools for conducting and analyzing user research (e.g., UserTesting.com, Hotjar, SurveyMonkey, Qualtrics).

Analytics & Reporting:

• Web Analytics: Understanding of tools like Google Analytics to interpret user behaviour data and inform design decisions.

• Data Visualization: Ability to work with or interpret data presented in dashboards (e.g., Tableau, Power BI) to understand service performance.

CRM & Automation:

• CRM Systems: While not a primary user, understanding how services interact with CRM systems (e.g., Salesforce) can be beneficial, especially in understanding user journeys and data flow.

• Enterprise Platforms: Experience working with or designing for large enterprise platforms like SAP or ERP systems is a desirable trait, indicating an ability to handle complex system integrations and business processes.

📝 Enhancement Note: While specific software is not mandated, proficiency in collaborative whiteboarding tools (Miro/Mural) and design/prototyping tools (Figma/Sketch) is essential for modern service design. Experience with enterprise systems like SAP is a significant plus, hinting at the types of client engagements this role might undertake.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value that places the needs and experiences of users at the heart of all design decisions.

• Collaboration & Co-creation: Emphasizing teamwork and shared ownership, working closely with multidisciplinary teams and stakeholders.

• Inclusivity & Accessibility: A commitment to designing services that are usable and accessible to everyone, regardless of ability or background.

• Iteration & Continuous Improvement: A belief in learning through doing, constantly refining services based on feedback and data.

• Impact & Value: A focus on delivering tangible business and societal value through well-designed services.

• Integrity & Professionalism: Upholding high standards in client delivery and professional conduct.

Collaboration Style:

• Facilitative Leadership: Guiding teams through design processes, encouraging participation and consensus-building.

• Cross-Functional Integration: Seamlessly working with diverse teams (developers, product managers, business analysts, client SMEs) to ensure holistic service development.

• Open Communication: Maintaining transparent and frequent communication with team members and stakeholders to ensure alignment and manage expectations.

• Constructive Feedback: Fostering an environment where feedback is shared openly and constructively to drive design quality.

📝 Enhancement Note: Capgemini's values, as reflected in this role, prioritize user impact, collaborative innovation, and a commitment to ethical and inclusive design. Candidates should demonstrate these values in their approach to problem-solving and teamwork.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Enterprise Environments: Designing services within large, established organizations that may have legacy systems (e.g., SAP) and entrenched processes can be complex.

• Transitioning from Waterfall: Helping teams and clients move away from traditional waterfall methodologies to embrace iterative, user-centred design requires significant change management and persuasion.

• Balancing User Needs with Business Constraints: Effectively mediating between ideal user experiences and the practical limitations of technology, budget, and organizational goals.

• Ensuring SC Clearance Eligibility: The requirement for Security Check (SC) clearance can be a barrier for candidates who do not meet the residency or nationality criteria.

• Client Site Requirements: The hybrid model may involve significant time spent at client locations, requiring adaptability and strong client-facing skills.

Learning & Development Opportunities:

• Advanced Design Methodologies: Access to training on cutting-edge service design techniques, user research methods, and digital strategy.

• Industry Specialization: Opportunities to become an expert in specific sectors, such as government, finance, or retail, and their unique design challenges.

• Leadership Development: Programs focused on developing leadership skills, project management, and client relationship management.

• Technical Upskilling: Exposure to new technologies and platforms (e.g., AI, cloud services) and how they can be integrated into service design.

• Consulting Skills: Training in business development, proposal writing, and strategic advisory services.

📝 Enhancement Note: The challenges are typical for senior consulting roles involving transformation and complex client environments. The growth opportunities are extensive, leveraging Capgemini's global reach and commitment to employee development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex, user-centred service you designed for a public sector client. What were the key challenges, your specific role, and the outcomes achieved?" (Focus on process, impact, and GOV.UK standard alignment if applicable).

• "How would you approach embedding iterative design practices within a team or organization that is accustomed to waterfall delivery?" (Highlight change management, coaching, and demonstrating value).

• "Walk me through a time you had to balance competing stakeholder needs with user requirements. How did you reach a resolution?" (Demonstrate negotiation, communication, and user advocacy). Company & Culture Questions:

• "What do you know about Capgemini's approach to digital transformation and our work in the public sector?" (Research Capgemini's website, case studies, and recent news).

• "How do you ensure your designs are inclusive and accessible? Can you provide an example?" (Relate to your experience and understanding of accessibility standards).

• "How do you stay current with the latest trends in service design and technology?" (Mention professional development, communities of practice, publications). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story: Problem -> Your Role & Process -> Challenges & Solutions -> Outcomes & Impact.

• Quantify Achievements: Use data and metrics to demonstrate the success of your designs.

• Highlight Collaboration: Clearly articulate your contributions within a team context and how you engaged with stakeholders.

• Be Prepared for Deep Dives: Anticipate detailed questions about your design choices, research methods, and decision-making rationale.

• Showcase Your Passion: Convey your enthusiasm for user-centred design and its potential to create positive change.

📝 Enhancement Note: Interview preparation should focus on articulating a clear, evidence-based design process and demonstrating a strong understanding of the public sector context, iterative methodologies, and client stakeholder management.

📌 Application Steps

To apply for this Service Designer position:

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

• Portfolio Customization: Tailor your portfolio to highlight 2-3 projects that best showcase your experience in complex service design, public sector work, iterative processes, and accessibility. Ensure clear documentation of your role, methodology, and measurable outcomes.

• Resume Optimization: Update your resume to prominently feature keywords from the job description, such as "Service Design," "User-Centred Design," "Iterative Design," "Public Sector," "GOV.UK Service Standard," "Stakeholder Management," and "Accessibility." Quantify achievements wherever possible.

• Interview Preparation: Practice articulating your design process and project outcomes using the STAR method (Situation, Task, Action, Result). Prepare specific examples for behavioural questions and be ready to present your portfolio confidently.

• Company Research: Thoroughly research Capgemini's work in the public sector, their approach to digital transformation, and their company values. Understand their client engagement model and the typical challenges faced by their consultants.

⚠️ 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.