Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Capgemini

Location: Hove, England, United Kingdom

Job Type: Full-Time

Category: Service Design / User Experience (UX) Operations

Date Posted: September 17, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Drive the design of complex, user-centred services for prestigious public sector clients, creating conditions for teams to adopt iterative design approaches within enterprise technology environments.

• Champion and facilitate co-design and shared ownership across diverse multidisciplinary teams, ensuring iterative processes lead to successful, transformational outcomes.

• Plan and lead design sessions, embedding hypothesis-driven and iterative design practices into traditionally waterfall-reliant environments.

• Shape end-to-end user and colleague experiences across SaaS-enabled services and business processes, impacting millions of users.

📝 Enhancement Note: This role is positioned as a Service Designer, which, within an operations context, focuses on the strategic design and optimization of service delivery processes and user journeys. While not a traditional "revenue operations" or "sales operations" role, it shares many core principles related to process improvement, user experience, data-driven decision-making, and cross-functional collaboration, all critical for GTM (Go-To-Market) efficiency and client satisfaction. The emphasis on public sector clients and GOV.UK standards suggests a need for robust process documentation and adherence to strict operational guidelines.

📈 Primary Responsibilities

• Lead complex, user-centred design projects from initial concept through to final implementation, ensuring alignment with organizational goals and user needs.

• Support design decisions and communicate strategies effectively, while actively mentoring and coaching teams in iterative and user-centred design practices.

• Integrate data-driven insights and user research findings into the service design process to enhance inclusivity, accessibility, and sustainability.

• Facilitate design sessions and coordinate design work across multidisciplinary teams, fostering a collaborative environment for co-creation and shared ownership.

• Advocate for user-centred design principles and practices, working to embed them within environments that may traditionally rely on waterfall delivery approaches.

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

• Build and maintain strong, strategic relationships with key stakeholders, articulating design concepts and strategies at senior organizational levels.

• Contribute to setting the vision for service design within Capgemini and for client engagements, ensuring iterative processes achieve successful outcomes.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design execution, and team enablement. For operations professionals, this translates to managing complex projects, driving process adoption, influencing stakeholders, and ensuring a seamless user experience, all of which are critical for GTM success and operational efficiency.

🎓 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 highly valued. Experience:

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

• Substantial experience in designing government or public sector services.

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

• Experience in 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.

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

• Strong knowledge of the GOV.UK service standard.

• Strong skills in mentoring and coaching teams in iterative design practices.

• Expertise in integrating data-driven insights into service design.

• Proven ability to create accessible and inclusive services.

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

• Excellent communication skills, with the ability to articulate and champion design concepts and strategies at the highest levels of the organization.

• Experience in designing government or public services.

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

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

• 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.

• Experience of leading design sessions and integrating diverse perspectives.

• Understanding of the strategic context of work and how it aligns with broader project goals.

• Experience of working in other sectors beyond public sector.

• Multi-disciplinary design skill set.

📝 Enhancement Note: The qualifications emphasize a strong foundation in user-centred design principles, practical experience in the public sector, and the ability to influence change in complex environments. For operations roles, this translates to a need for strong analytical skills, process re-engineering capabilities, and effective stakeholder management, all underpinned by a solid understanding of user experience to drive GTM adoption and efficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 complex, end-to-end service design projects, ideally within the public sector or large enterprise environments.

• Clearly articulate your role and contributions in each project, focusing on problem definition, user research, iterative design processes, and implementation challenges.

• Demonstrate how you integrated data-driven insights, user feedback, and accessibility standards into your design solutions.

• Provide evidence of your ability to facilitate design workshops, coach teams, and collaborate with multidisciplinary stakeholders (e.g., product managers, developers, business analysts).

• Highlight projects where you helped transition teams from traditional waterfall methodologies to agile or iterative approaches. Process Documentation:

• Examples of how you have documented service blueprints, user journey maps, and interaction flows to communicate design intent and operational requirements.

• Showcase how you've translated user needs and business requirements into actionable design specifications and process improvements.

• Evidence of creating frameworks or guidelines for embedding user-centred design and iterative practices within client organizations.

• Demonstrate an understanding of how service design outputs support operational delivery, system implementation, and ongoing service management.

📝 Enhancement Note: A strong portfolio is crucial. For operations candidates, this means demonstrating a track record of optimizing processes, implementing efficient workflows, and leveraging technology to improve outcomes. The emphasis on GOV.UK standards and iterative design implies a need for detailed process documentation and a clear understanding of how design translates into operational reality.

💵 Compensation & Benefits

Salary Range:

Based on the experience level (estimated 5-10 years), location (Hove, UK), and the specialized nature of service design within a large consultancy like Capgemini, a competitive salary range for this role is estimated to be between £50,000 and £75,000 per annum. This estimate considers the UK market for experienced UX/Service Designers, especially those with public sector and enterprise experience, and the consultancy pay scale.

Benefits:

• Comprehensive training and development opportunities, including access to a vast library of online courses and external certifications.

• Capgemini's "learning for life" mindset, encouraging continuous skill development and career progression.

• Peer Recognition Portal ("Applaud") for acknowledging contributions and celebrating successes.

• Flexible benefits package allowing employees to tailor benefits to their needs.

• Opportunities to work on transformational projects for prestigious public sector and private sector clients.

• Exposure to cutting-edge technologies and methodologies, including AI and advanced transformation techniques.

• Support for professional development and certifications in areas like AWS, Microsoft, and Cybersecurity. Working Hours:

• Standard full-time hours are expected, likely around 40 hours per week.

• Hybrid working model: A blend of working from Capgemini offices (Hove), client sites, and home. It's noted that 100% remote working from home is not possible.

📝 Enhancement Note: The salary range is an estimate based on industry benchmarks for similar roles in the UK and the consultancy sector. Actual compensation will be determined by Capgemini based on the candidate's specific experience, qualifications, and the negotiation process. The benefits package emphasizes continuous learning and professional growth, which is highly valuable for operations professionals seeking to stay current with evolving technologies and methodologies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology & Services, Consulting, Technology Transformation. Capgemini is a global leader in providing AI-powered business and technology transformation services.

Company Size: Over 420,000 employees globally, making it a large enterprise with extensive resources, diverse expertise, and a significant market presence.

Founded: Established nearly 60 years ago, Capgemini has a long-standing heritage and deep industry experience, positioning it as a stable and reputable employer.

Team Structure:

• The Service Designer will be part of the Experience Design Team, which operates within a larger consulting framework.

• This team likely comprises various design specialists (UX/UI Designers, Service Designers, User Researchers) who collaborate with project managers, business analysts, and technology consultants.

• Reporting structure will likely involve a Design Lead or Senior Manager, with opportunities to work within client-facing multidisciplinary project teams.

• Cross-functional collaboration is essential, involving close partnerships with client teams (IT, business operations, policy) and Capgemini's internal technology and strategy consultants. Methodology:

• Emphasis on user-centred, iterative design approaches, moving away from traditional waterfall methods.

• Data-driven decision-making, leveraging user research and analytics to inform design strategies.

• Collaborative co-design practices to foster shared ownership and effective implementation.

• Focus on creating accessible, inclusive, and sustainable services.

• Application of design thinking principles to solve complex business and technology challenges.

Company Website: www.capgemini.com

📝 Enhancement Note: Capgemini's size and global reach offer stability and diverse opportunities. The emphasis on transformation, AI, and client-focused solutions means that operations roles within Capgemini or supporting its clients will be at the forefront of technological and process innovation. The culture encourages continuous learning and a proactive approach to problem-solving.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as a mid-senior level Service Designer. It requires significant experience in leading complex projects, mentoring teams, and influencing stakeholders. In an operations context, this translates to a role with substantial responsibility for process design, implementation oversight, and driving adoption of new methodologies.

Reporting Structure: The Service Designer will report to a Design Lead or Senior Manager within Capgemini's Experience Design Team. They will work within project-specific teams, often embedded with client personnel, requiring strong cross-functional collaboration and communication skills.

Operations Impact: The Service Designer's work directly impacts the efficiency and effectiveness of client services, particularly within the public sector. By designing user-centred, iterative services, they improve user experiences, streamline processes, and contribute to the successful digital transformation of government and enterprise organizations. This role is key to ensuring that technology solutions are adopted and deliver tangible business value, aligning with GTM objectives for client satisfaction and operational excellence.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in service design, user research, and iterative methodologies. Opportunities to lead more complex and larger-scale transformation programs.

• Leadership Development: Progress into senior design roles, team leadership, or management positions within Capgemini's Experience Design practice. Potential to become a subject matter expert in specific sectors (e.g., public sector, SAP-enabled processes).

• Specialization: Develop expertise in areas like accessibility, sustainability in design, or specific technology platforms (SaaS, ERP). The consultancy environment offers exposure to diverse industries and challenges, fostering broad skill development.

• Client Engagement: Gain extensive experience working with high-profile clients, enhancing strategic relationship management and business development skills.

📝 Enhancement Note: This role offers significant growth potential, particularly for those interested in driving operational efficiency through strategic design. The ability to influence change and deliver tangible outcomes makes it a valuable stepping stone for advanced operations leadership roles.

🌐 Work Environment

Office Type: Hybrid working model. This involves a mix of working from Capgemini's modern office in Hove, client sites (which may vary), and from home. The Hove office will serve as a central hub for collaboration, team meetings, and client engagements.

Office Location(s):

• Primary office location: Hove, England, United Kingdom.

• Client sites: Variable, depending on project assignments, likely within the UK. Workspace Context:

• Collaborative Environment: The hybrid model encourages collaboration through in-person workshops at the Hove office and client sites, fostering team cohesion and idea exchange.

• Operations Tools & Technology: Access to standard professional design and collaboration tools, likely including design software, project management platforms, and communication tools. Specific client requirements may dictate the use of their internal systems.

• Team Interaction: Regular opportunities to interact with a diverse range of professionals, including fellow designers, consultants, client stakeholders, and technology experts, facilitating knowledge sharing and cross-functional learning.

Work Schedule:

• Standard full-time hours, approximately 40 hours per week.

• Flexibility is inherent in the hybrid model, allowing for a balance between office presence, client needs, and personal work preferences, while ensuring consistent project delivery and team engagement.

📝 Enhancement Note: The hybrid work environment at Capgemini emphasizes flexibility and collaboration. For operations professionals, this means being adaptable to different work settings and maintaining strong communication to ensure seamless workflow and project continuity, regardless of physical location.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess suitability against essential criteria.

• First Interview: Likely a conversation with a hiring manager or senior team member to discuss your experience, motivations, and understanding of service design principles, with a focus on public sector and iterative design. Be prepared to discuss your approach to complex problems.

• Design Challenge/Case Study: You may be asked to complete a design exercise or present a case study from your portfolio. This will assess your problem-solving skills, design process, and ability to articulate your rationale.

• Final Interview: May involve meeting with more senior stakeholders or a panel to evaluate cultural fit, strategic thinking, and leadership potential. This stage often includes discussions about your vision for service design and your ability to impact client organizations.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your experience with complex, user-centred service design, particularly in public sector or enterprise contexts.

• Tell a Story: For each project, clearly outline the problem, your role, the process you followed (research, ideation, prototyping, testing, implementation), the challenges you overcame, and the measurable outcomes or impact.

• Highlight Operations Relevance: Emphasize how your designs improved process efficiency, user adoption, or operational effectiveness. Quantify results where possible (e.g., reduced user errors, faster task completion, improved stakeholder satisfaction).

• Showcase Iteration and Data: Demonstrate how you used data and iterative feedback loops to refine your designs.

• Be Prepared to Discuss: Be ready to walk through your portfolio, explain your design decisions, and answer questions about your methodologies and challenges.

Challenge Preparation:

• Understand GOV.UK Standards: Familiarize yourself with the principles and guidelines of the GOV.UK Service Standard, as this is a key requirement.

• Practice Iterative Design: Be ready to discuss how you would approach a design problem iteratively, including how you would gather feedback and adapt your solutions.

• Stakeholder Management: Prepare examples of how you have managed diverse stakeholder expectations and communicated complex design concepts effectively.

• Accessibility & Inclusivity: Be ready to discuss your approach to designing accessible and inclusive services for all users.

📝 Enhancement Note: The interview process will heavily scrutinize your practical experience and your ability to articulate your design process and its impact. For operations candidates, this means framing your experience in terms of process optimization, efficiency gains, and measurable business outcomes, using your portfolio as evidence.

🛠 Tools & Technology Stack

Primary Tools:

• Design Software: Proficiency in industry-standard tools like Figma, Sketch, Adobe XD for wireframing, prototyping, and UI design.

• Service Design Tools: Familiarity with tools for creating service blueprints, user journey maps, and process flows (e.g., Miro, Mural, Lucidchart, Smaply).

• Collaboration Platforms: Experience with tools like Microsoft Teams, Slack, Jira, Confluence for team communication, project management, and documentation.

• Research Tools: Experience with user research platforms and survey tools (e.g., UserTesting.com, SurveyMonkey, Qualtrics).

Analytics & Reporting:

• While not a primary data analyst role, understanding how to interpret user analytics and performance metrics from tools like Google Analytics, Adobe Analytics, or specific client-side dashboards is beneficial for data-driven design.

• Ability to use data to inform design decisions and measure the impact of service improvements. CRM & Automation:

• Understanding of how service design integrates with CRM systems (e.g., Salesforce, Microsoft Dynamics) and business process automation (BPA) tools to ensure seamless end-to-end experiences.

• Awareness of how SaaS and ERP platforms (including SAP) function and how services can be designed within these ecosystems.

📝 Enhancement Note: While the role is focused on design, a strong understanding of the technology stack used for service delivery, collaboration, and analytics is crucial. For operations professionals, this means bridging the gap between design intent and the technical implementation and operational management of services.

👥 Team Culture & Values

Operations Values:

• User-Centred: A fundamental commitment to understanding and serving the needs of users at every stage of the design process.

• Iterative & Agile: Embracing continuous improvement, learning from feedback, and adapting designs and processes based on new insights.

• Collaborative: Fostering a team environment where diverse perspectives are valued, and shared ownership is encouraged.

• Data-Driven: Utilizing evidence, research, and analytics to inform decisions and measure the impact of design initiatives.

• Inclusive & Accessible: Designing services that are usable and beneficial for everyone, regardless of ability or background.

• Impact-Oriented: Focusing on delivering tangible outcomes that improve user experiences and achieve business objectives.

Collaboration Style:

• Cross-functional Integration: Actively working with diverse teams (clients, Capgemini consultants, developers, product managers) to ensure holistic service design and successful implementation.

• Open Communication: Encouraging transparent dialogue, active listening, and constructive feedback to drive innovation and problem-solving.

• Co-creation Workshops: Facilitating workshops and sessions where stakeholders can actively contribute to the design process, fostering buy-in and shared understanding.

• Knowledge Sharing: Participating in communities of practice and sharing learnings and best practices within the Experience Design team and broader Capgemini organization.

📝 Enhancement Note: Capgemini's culture emphasizes a blend of innovation, client focus, and professional development. For operations roles, aligning with these values means prioritizing efficiency, data-informed decision-making, and collaborative problem-solving to drive successful GTM strategies and client outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Enterprise Environments: Navigating and designing services within large, complex technology landscapes, often with legacy systems and established processes.

• Transitioning from Waterfall: Helping organizations accustomed to traditional delivery models adopt iterative, user-centred design practices requires significant change management and influence.

• Balancing User Needs with Business Constraints: Finding optimal solutions that satisfy user requirements while adhering to technical limitations, budget, and strategic business goals.

• Public Sector Specifics: Understanding and adhering to stringent regulations, security requirements (SC clearance), and the unique stakeholder landscape of government clients.

Learning & Development Opportunities:

• Service Design Mastery: Deepen expertise in advanced service design techniques, tools, and methodologies through internal training, workshops, and project experience.

• Cross-Sector Exposure: Gain experience designing services for various clients in both the public and private sectors, broadening your industry knowledge and adaptability.

• Leadership and Mentorship: Opportunities to mentor junior designers, lead project streams, and develop leadership skills within a supportive consulting framework.

• Technology Integration: Learn how to design services that integrate seamlessly with modern technologies like AI, SaaS platforms, and ERP systems.

• Professional Certifications: Pursue relevant certifications and training to enhance your skill set and career progression.

📝 Enhancement Note: The challenges presented are typical of large-scale transformation projects. For operations professionals, these challenges are opportunities to hone skills in change management, stakeholder negotiation, and strategic implementation, all critical for successful GTM execution.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design project you led from concept to implementation. What were the key challenges, and how did you overcome them?" (Focus on your process, stakeholder management, and outcomes.)

• "How would you approach embedding iterative design practices within a public sector organization that has traditionally used waterfall methodologies?" (Highlight your change management, coaching, and influence strategies.)

• "Walk me through your process for integrating data-driven insights and user research into your service designs. Provide a specific example." (Demonstrate your analytical approach and evidence-based decision-making.)

• "How do you ensure services are accessible and inclusive for all users?" (Showcase your commitment to universal design principles.) Company & Culture Questions:

• "What interests you about Capgemini and this specific Service Designer role, particularly within the public sector context?" (Research Capgemini's values, recent projects, and the specific client context.)

• "How do you approach collaboration with multidisciplinary teams, including engineers, product managers, and business stakeholders?" (Provide examples of successful cross-functional teamwork.)

• "How would you measure the success of a service you designed?" (Discuss key performance indicators (KPIs) related to user satisfaction, efficiency, and business impact.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each portfolio piece, clearly articulate the problem, your role, the design process, key decisions, challenges, and the measurable impact or learnings.

• Quantify Outcomes: Whenever possible, use data and metrics to demonstrate the success of your designs (e.g., "reduced task completion time by 20%," "increased user satisfaction scores by 15%").

• Highlight Process: Be prepared to deep-dive into your design process, explaining the rationale behind your choices and how you adapted to feedback.

• Focus on Collaboration: Showcase instances where you effectively collaborated with teams and stakeholders to achieve a common goal.

• Tailor to the Role: Emphasize projects that align with the requirements of designing for public sector clients and enterprise technology environments.

📝 Enhancement Note: Preparation should focus on demonstrating a strong understanding of user-centred design, iterative processes, and the ability to translate design concepts into tangible operational improvements. Be ready to articulate your strategic thinking and problem-solving approach with specific examples.

📌 Application Steps

To apply for this Service Designer position:

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

• Customize Your CV: Tailor your resume to highlight experience in user-centred design, iterative methodologies, public sector projects, and stakeholder management. Use keywords from the job description, such as "Service Design," "GOV.UK Service Standard," "iterative design," and "accessibility."

• Prepare Your Portfolio: Ensure your portfolio is up-to-date, well-organized, and clearly showcases your most relevant projects. Focus on demonstrating your end-to-end design process, impact, and collaborative skills.

• Research Capgemini: Understand Capgemini's mission, values, and recent work, particularly in digital transformation and public sector consulting. Familiarize yourself with their approach to service design.

• Practice Your Pitch: Rehearse presenting your portfolio and answering common interview questions, focusing on articulating your process, impact, and suitability for the role and company culture.

⚠️ 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.