Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Capgemini

Location: Worthing, England, United Kingdom

Job Type: Full-time

Category: Experience Design / Service Design

Date Posted: 2026-08-19

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Drive the design of complex, user-centred services for prestigious public sector clients, impacting millions of users.

• Embed and champion user-centred, iterative design approaches within enterprise technology environments, transitioning from traditional waterfall methodologies.

• Foster a culture of co-design and shared ownership by facilitating collaboration across diverse multidisciplinary teams.

• Contribute to setting the vision for service design and ensure iterative processes lead to successful, transformational outcomes.

📝 Enhancement Note: This role is positioned within Capgemini's Experience Design Team, emphasizing a strong focus on transforming public sector services through user-centric methodologies. The "Service Designer" title, combined with responsibilities like driving complex designs, embedding iterative practices, and working within enterprise technology, strongly aligns with a Senior or Lead Service Designer profile in a consulting or large enterprise context. The emphasis on public sector clients and the GOV.UK service standard are critical differentiators.

📈 Primary Responsibilities

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

• Coach and mentor multidisciplinary teams in adopting and embedding user-centred and iterative design practices within traditional enterprise technology environments.

• Plan, facilitate, and coordinate impactful design sessions, ensuring diverse perspectives are integrated to create inclusive and accessible services.

• Integrate data-driven insights and user research findings into service design strategies to meet both user needs and organizational objectives.

• Advocate for and champion user-centred design principles across all levels of the organization, influencing strategic direction and decision-making.

• Collaborate closely with product, business, and technology teams to introduce and embed design practices that move away from waterfall delivery.

• 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 to ensure alignment and buy-in for design initiatives.

• Ensure all designed services are inclusive, accessible, and sustainable, adhering to relevant standards like GOV.UK.

📝 Enhancement Note: The responsibilities clearly indicate a leadership and strategic component. The emphasis on "driving the design," "embedding practices," "advocating for user-centred design," and "shaping end-to-end experiences" suggests a senior-level individual contributor or a lead role responsible for guiding others and influencing organizational change, rather than a purely execution-focused junior role. The mention of "making sense where there is very little framework or direction" further supports this senior, strategic focus.

🎓 Skills & Qualifications

Education:

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

• Relevant professional certifications are considered a plus. Experience:

• Minimum of 5-10 years of progressive experience in service design or a closely related UX/design field.

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

• Extensive experience designing services within government or public sector contexts.

• Demonstrable experience applying user-centred design methods within complex technology, platform, or transformation programs.

• Experience facilitating design sessions and integrating diverse perspectives to achieve consensus and drive design forward.

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

• Service Design: Expertise in end-to-end service design methodologies, including discovery, definition, ideation, prototyping, and testing.

• User-Centred Design (UCD): Deep understanding and practical application of UCD principles and practices.

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

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

• Mentoring & Coaching: Proven skills in mentoring and coaching teams in iterative design practices and UCD methodologies.

• Accessibility & Inclusive Design: Expertise in creating accessible and inclusive services that cater to diverse user needs.

• Data-Driven Insights: Skill in integrating data-driven insights and user research into service design decisions.

• Communication: Excellent communication, presentation, and articulation skills, able to champion design concepts and strategies effectively.

• GOV.UK Service Standard: Strong knowledge and practical 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, or the ability to lead, user research projects and activities.

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

• Multi-disciplinary design skill set.

📝 Enhancement Note: The distinction between "essential" and "desirable" skills is crucial. The "essential" list highlights core competencies for the role, while "desirable" skills indicate areas where candidates can differentiate themselves or demonstrate broader applicability. The specific mention of GOV.UK service standards and experience with public sector clients is a critical requirement. The "5-10 years" experience level aligns with a Senior or Lead Service Designer.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Present detailed case studies showcasing leadership in complex, user-centred service design projects from inception to successful implementation.

• Process Demonstration: Illustrate your application of iterative design practices, including how you integrated user feedback and data-driven insights.

• Impact & Outcomes: Clearly articulate the measurable impact and outcomes of your design work, focusing on user experience improvements and business value.

• Accessibility & Inclusivity: Provide examples demonstrating your commitment to and practice of creating accessible and inclusive services.

• Stakeholder Collaboration: Showcase examples of effective stakeholder management and how you facilitated co-design and collaboration.

Process Documentation:

• Demonstrate experience in defining and documenting service design processes, including user journey mapping, service blueprints, and workflow diagrams.

• Show how you have introduced or improved user-centred design practices within teams traditionally relying on waterfall methodologies.

• Provide examples of how you have embedded hypothesis-driven and iterative design practices into project lifecycles.

📝 Enhancement Note: For a Service Designer role, especially at a senior level in consulting, a robust portfolio is paramount. The emphasis should be on demonstrating the process and impact of their design work, not just the final deliverables. This includes showcasing how they lead, collaborate, and influence within complex environments, particularly in the public sector.

💵 Compensation & Benefits

Salary Range:

• Based on Capgemini's typical compensation structures for senior consulting roles in the UK, and considering the 5-10 years of experience required, the estimated salary range for a Service Designer in Worthing, UK, is likely between £50,000 and £70,000 per annum. This range can vary based on the candidate's specific experience, qualifications, and the precise nature of client engagements. Benefits:

• Training and Development: Extensive opportunities for continuous learning, including access to think tanks, hackathons, and over 250,000 courses.

• External Certifications: Support for obtaining numerous certifications from providers like AWS, Microsoft, Harvard ManageMentor, and cybersecurity bodies.

• Peer Recognition Portal: Access to "Applaud," a platform for peer recognition.

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

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

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

• Career Growth: Opportunities for career progression within the Experience Design Team and Capgemini.

Working Hours:

• The standard working hours are approximately 40 hours per week. However, the hybrid working model allows for flexibility, with the exact blend of office, client site, and home working varying based on role, business needs, and individual requirements.

📝 Enhancement Note: Salary estimation for consulting roles in the UK is complex and depends heavily on client contracts and seniority. The provided range is an educated estimate. The benefits listed are directly from the job description and highlight Capgemini's commitment to employee development and well-being, which are attractive to experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services, Consulting, Digital Transformation, AI-powered Business Transformation. Capgemini operates across various sectors, with a significant focus on government and public sector clients, as well as enterprise businesses.

Company Size: Over 420,000 team members globally, making it a very large enterprise organization. This size offers stability, extensive resources, and diverse career paths.

Founded: Nearly 60 years of heritage, indicating a stable, established company with deep industry experience and a proven track record.

Team Structure:

• The role is within the Experience Design Team, part of Capgemini's broader consulting and transformation services.

• This team likely comprises various design specialists (Service Designers, UX/UI Designers, User Researchers, Interaction Designers).

• Reporting structure is expected to be within a project or client engagement framework, potentially reporting to a Design Lead, Engagement Manager, or Client Partner.

• Cross-functional collaboration is a core aspect, working with business analysts, project managers, technology architects, developers, and client stakeholders. Methodology:

• Data Analysis & Insights: Emphasis on leveraging data and user research to inform design decisions and measure impact.

• Workflow Planning & Optimization: Designing and improving complex service workflows for efficiency, accessibility, and user satisfaction.

• Automation & Efficiency: Utilizing technology and design thinking to drive efficiency and transform business processes, often within SaaS or ERP environments.

• Agile & Iterative Practices: Championing and implementing agile and iterative design approaches within client organizations, often as a transition from waterfall.

Company Website: www.capgemini.com

📝 Enhancement Note: Capgemini's global scale and long history suggest a professional, structured environment with significant opportunities for large-scale impact. The company's focus on AI and digital transformation indicates a forward-thinking culture, while their "responsible and diverse" ethos, coupled with the "Disability Confident Employer" status, highlights a commitment to inclusivity. The Experience Design Team likely operates in a client-facing capacity, requiring strong consulting and delivery skills.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior or Lead Service Designer level. It requires proven experience leading complex projects, mentoring teams, and influencing strategic direction. Candidates are expected to operate with significant autonomy, making sense of ambiguous environments and driving transformation.

Reporting Structure: The Service Designer will likely report to a Design Manager, Practice Lead, or Project/Engagement Manager within Capgemini, and will work closely with client-side counterparts. The role involves significant collaboration across various disciplines and with diverse stakeholders.

Operations Impact: The Service Designer's impact is directly tied to the successful transformation of client services, particularly within the public sector. This involves improving user experiences, increasing efficiency, ensuring accessibility, and driving digital adoption. Their work contributes directly to the client's ability to deliver better services to citizens and achieve strategic objectives, as well as Capgemini's reputation and revenue.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like public sector service design, government standards, enterprise SaaS/ERP integration, or accessibility consulting.

• Leadership: Progress to roles such as Design Lead, Head of Service Design, or Principal Consultant, managing larger teams and engagements.

• Skill Development: Continuous learning through Capgemini's extensive training resources, certifications, and exposure to diverse client challenges.

• Client Relationship Management: Develop strong client-facing skills, potentially moving into account management or business development roles.

• Cross-Industry Experience: Gain experience across different sectors beyond public sector, broadening professional exposure.

📝 Enhancement Note: The role is a significant step for a Service Designer, offering both technical depth and strategic influence. Capgemini's structure provides clear pathways for growth, from deepening expertise to taking on leadership responsibilities, making it an attractive prospect for ambitious design professionals.

🌐 Work Environment

Office Type: Hybrid working model. This involves a mix of working from Capgemini offices (new office in Hove is mentioned), client sites (often public sector bodies), and home.

Office Location(s): Primarily based in Worthing, with the team transitioning to a new office in Hove, East Sussex. Client site work is also a significant component, typical for consulting roles.

Workspace Context:

• Collaborative Environment: The hybrid model requires strong self-management and effective communication, but also fosters opportunities for in-person collaboration during office or client site days.

• Tools & Technology: Access to Capgemini's internal systems and tools, as well as client-specific technology environments. The role involves working with enterprise technology and SaaS platforms.

• Team Interaction: Regular interaction with the Capgemini Experience Design Team for knowledge sharing and support, as well as close collaboration with client teams on project delivery.

Work Schedule: Standard working hours are approximately 40 hours per week, with flexibility inherent in the hybrid model. Project deadlines and client demands may occasionally require extended hours, but the overall approach aims for a sustainable work-life balance.

📝 Enhancement Note: The hybrid nature of the role is a key aspect. While offering flexibility, it requires candidates to be comfortable with varied work locations and to manage their time effectively. The transition to a new office in Hove suggests a company investing in its physical workspace.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: 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. Expect questions on your portfolio.

• Design Challenge/Workshop: A practical exercise, potentially a case study or a facilitated design workshop, to assess your problem-solving skills, design methodology, and ability to collaborate under pressure.

• Final Interview: May involve senior leadership or client representatives to discuss strategic alignment, leadership potential, and confirm suitability for SC clearance requirements.

Portfolio Review Tips:

• Showcase Leadership: Highlight projects where you led complex service design initiatives from start to finish.

• Demonstrate Process: Clearly articulate your design process, emphasizing how you applied user-centred and iterative methodologies. Use diagrams like user journey maps or service blueprints if applicable.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the tangible outcomes and value of your work (e.g., improved user satisfaction scores, increased efficiency, reduced error rates).

• Tailor to Public Sector: Emphasize any experience with government or public sector clients, and specifically mention your understanding of the GOV.UK service standard.

• Highlight Mentoring: Include examples of how you have coached or mentored teams in design practices.

• Accessibility Focus: Dedicate a section or highlight within case studies how you ensured accessibility and inclusivity in your designs.

Challenge Preparation:

• Understand GOV.UK: Refresh your knowledge of the GOV.UK service standard and its principles.

• Practice Design Exercises: Be ready to tackle a design problem, perhaps involving a public service scenario, focusing on user needs, feasibility, and iterative development.

• Articulate Strategy: Prepare to explain your strategic approach to service design, how you align with business goals, and how you manage stakeholder expectations.

• Scenario Planning: Think about how you would introduce iterative design into a waterfall environment and how you would handle resistance or challenges.

📝 Enhancement Note: The interview process for a consulting role like this will be rigorous. Candidates need to be prepared to deeply discuss their portfolio, demonstrate practical design skills, and articulate their strategic thinking, particularly in the context of public sector transformation. The SC clearance requirement will also be a significant factor.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD, InVision (or similar industry-standard tools for wireframing, prototyping, and visual design).

• Service Design Specific: Miro, Mural (for collaborative whiteboarding, journey mapping, service blueprints), Lucidchart, Visio.

• User Research Platforms: UserTesting.com, Lookback, Dovetail, or similar tools for remote user testing and qualitative data analysis.

Analytics & Reporting:

• Experience using analytics platforms (e.g., Google Analytics, Adobe Analytics) to gather user behaviour data and inform design decisions.

• Familiarity with data visualization tools (e.g., Tableau, Power BI) to present insights. CRM & Automation:

• While not the primary focus, awareness of how service design integrates with CRM systems (e.g., Salesforce) and business process automation tools is beneficial, especially when designing end-to-end digital experiences.

• Experience in environments leveraging SaaS platforms (e.g., SAP, Workday) is a plus, indicating an understanding of enterprise system constraints and capabilities.

📝 Enhancement Note: The role requires proficiency in a range of design and collaboration tools. Specific experience with tools used for service blueprinting and collaborative ideation (like Miro/Mural) is highly relevant. Familiarity with enterprise systems like SAP is also a plus, indicating an understanding of the complex environments clients operate in.

👥 Team Culture & Values

Operations Values:

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

• Collaboration: Fostering a team environment where diverse perspectives are valued and leveraged through co-design.

• Iteration & Continuous Improvement: Embracing an agile mindset that values learning, adapting, and refining solutions over time.

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

• Inclusivity & Accessibility: Designing for everyone, ensuring services are usable and beneficial to all individuals, regardless of ability.

• Professionalism & Excellence: Maintaining high standards in design practice, client delivery, and professional conduct.

Collaboration Style:

• Cross-functional Integration: Actively working with and bridging gaps between design, business, technology, and client teams.

• Facilitative Leadership: Guiding discussions and workshops to draw out insights and drive consensus from diverse groups.

• Constructive Feedback: Open to giving and receiving feedback to continuously improve design solutions and processes.

• Knowledge Sharing: Proactively sharing learnings, best practices, and insights within the Capgemini team and with clients.

📝 Enhancement Note: Capgemini's emphasis on "responsible and diverse" and being a "Disability Confident Employer" suggests a culture that values ethical practice and inclusivity. The role of a Service Designer inherently requires strong collaboration and facilitation skills, making this a key aspect of the team's operational approach.

⚡ Challenges & Growth Opportunities

Challenges:

• Ambiguity & Complexity: Navigating ill-defined problems and complex enterprise/public sector environments with limited existing frameworks.

• Transitioning Methodologies: Guiding organizations accustomed to waterfall delivery towards iterative, user-centred design practices, which can involve cultural resistance.

• Stakeholder Alignment: Managing diverse stakeholder expectations and achieving consensus on design decisions across various departments and levels.

• Demonstrating ROI: Quantifying the value and return on investment for service design initiatives, especially in public sector contexts where benefits may be qualitative or long-term.

• Security Clearance: The requirement for SC clearance can be a hurdle for some candidates and requires careful management of personal information and history.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Deepen expertise in specialized areas like behavioural economics, systems thinking, or ethical design.

• Public Sector Transformation: Gain extensive experience in driving large-scale digital transformation within government and public sector bodies.

• Consulting Skills: Develop advanced client management, strategic advisory, and business development skills.

• Leadership Development: Opportunities to lead teams, manage client relationships, and potentially contribute to practice development within Capgemini.

• Industry Certifications: Pursue further professional development through Capgemini's extensive learning resources and external certifications.

📝 Enhancement Note: The challenges are typical for senior consulting roles focused on transformation. The growth opportunities are substantial, leveraging Capgemini's scale and client base to offer a rich development path for experienced design professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex, user-centred service design project you led from concept to implementation. What were the key challenges, your approach, and the outcome?" (Focus on leadership, process, and impact).

• "How would you introduce iterative design practices into a public sector organization that traditionally relies on waterfall delivery?" (Assess change management and advocacy skills).

• "Walk me through your process for integrating data-driven insights and user research into a service design strategy." (Evaluate analytical and strategic thinking).

• "How do you ensure accessibility and inclusivity are core components of your service designs, particularly for government services?" (Check understanding of standards and user needs). Company & Culture Questions:

• "What do you know about Capgemini's approach to digital transformation and service design, particularly in the public sector?" (Demonstrate research and alignment).

• "How do you see yourself contributing to a collaborative, multidisciplinary team environment within Capgemini and with our clients?" (Assess teamwork and communication style).

• "Our values include [mention specific Capgemini values if known]. How do these align with your own professional approach?" (Show cultural fit). Portfolio Presentation Strategy:

• Tell a Story: For each case study, frame it as a narrative: the challenge, your role and approach, the solutions developed, and the measurable results.

• Visual Aids: Use high-quality visuals, diagrams, and examples of deliverables (wireframes, journey maps, prototypes) to illustrate your points.

• Focus on Process: Don't just show the final product; explain how you got there, detailing your methods, decisions, and iterations.

• Quantify Impact: Be ready to discuss metrics and how you measured success. If direct metrics are unavailable, discuss qualitative improvements and stakeholder feedback.

• Prepare for Questions: Anticipate questions about specific design decisions, trade-offs made, and how you handled difficult stakeholder feedback or technical constraints.

📝 Enhancement Note: Interview preparation should focus on showcasing leadership, strategic thinking, and a deep understanding of user-centred design principles within complex, often public sector, environments. The portfolio is the central piece of evidence, so thorough preparation for its presentation is critical.

📌 Application Steps

To apply for this Service Designer position:

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

• Tailor Your CV: Customize your resume to highlight experience in complex service design, user-centred methodologies, public sector projects, and your ability to mentor teams. Use keywords from the job description.

• Curate Your Portfolio: Select 2-3 of your most impactful service design projects that demonstrate leadership, process, and outcomes. Ensure they specifically address public sector or complex enterprise challenges, and showcase your understanding of accessibility and iterative design.

• Prepare Your Portfolio Presentation: Practice walking through your selected case studies, focusing on storytelling, process explanation, and quantifiable results. Be ready to discuss your role and contributions in detail.

• Research Capgemini and GOV.UK: Familiarize yourself with Capgemini's work in the public sector and thoroughly understand the GOV.UK service standard and its implications for service design.

• Be Ready for SC Clearance: Understand the requirements and be prepared to provide necessary information regarding residency and nationality for security clearance.

⚠️ 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.