Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Cielo Costa

Location: Oakham, England, United Kingdom

Job Type: FULL_TIME

Category: Service Design / Product Design / Consulting Operations

Date Posted: 2026-09-07T09:54:36

Experience Level: Mid-Level (2-5 years)

Remote Status: Fully Remote

🚀 Role Summary

• Lead the development and implementation of service design methodologies within a boutique technology consultancy, focusing on elevating human experience for clients.

• Drive the end-to-end ownership of service design projects, from initial discovery and co-design sessions to final impact assessment and delivery.

• Collaborate closely with the Director of Product & Consulting to define and embed service design as a core way of working across the organization.

• Apply a pragmatic, action-oriented approach to service design, balancing deep user understanding with tangible business objectives and client relationship building.

📝 Enhancement Note: This role is positioned as the inaugural Service Designer, indicating a significant opportunity to shape the function from its inception. The emphasis on "elevate human experience" and working across sectors like healthcare suggests a focus on impactful, human-centered design rather than purely technical or process-driven solutions. The "mid-level" designation, coupled with the expectation to "build service design as a way of working," implies a need for someone with foundational expertise who can also act as a pioneer and evangelist for the discipline.

📈 Primary Responsibilities

• Facilitate and lead discovery workshops and co-design sessions to thoroughly understand and define complex client problems.

• Develop comprehensive service blueprints, journey maps, and user flow diagrams to visualize and strategize customer and stakeholder experiences.

• Partner with clients, particularly in sectors like healthcare, to design and implement solutions that demonstrably improve frontline care delivery and overall human experience.

• Collaborate with the Director of Product & Consulting to establish and refine Cielo Costa's service design framework, tools, and best practices.

• Take ownership of the quality, impact, and successful delivery of service design initiatives from initial concept through to post-implementation evaluation.

• Build and nurture strong, trust-based relationships with clients, acting as a key point of contact and trusted advisor.

• Contribute to business development efforts by articulating the value of service design and identifying opportunities within client engagements.

• champion a "builder's instinct," actively contributing to the creation of new service offerings and learning dynamically through practical application.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership and hands-on execution. The emphasis on "untangle client problems" and "design experiences that create lasting impact" points to a consultative approach. The ownership aspect signifies a high degree of autonomy and accountability. The mention of healthcare as a key sector indicates a need for sensitivity to complex stakeholder environments and potentially regulated industries.

🎓 Skills & Qualifications

Education: While no specific educational requirements are listed, a degree in Design (e.g., Service Design, Interaction Design, Graphic Design), Human-Computer Interaction, Psychology, Business, or a related field would be beneficial. Equivalent practical experience will also be considered.

Experience: Minimum of 2-5 years of experience in a Service Design, Product Design, or similar role, preferably within an agency, consultancy, or startup environment. Demonstrated experience in leading design initiatives from concept to delivery is crucial.

Required Skills:

• Proven experience in facilitating discovery and co-design sessions with diverse stakeholder groups.

• Strong proficiency in service design methodologies, tools, and frameworks (e.g., journey mapping, blueprinting, persona development).

• Excellent problem-solving and critical thinking skills, with the ability to untangle complex issues and identify root causes.

• Demonstrated ability to build rapport, trust, and strong relationships with clients and internal teams.

• Strategic thinking capabilities, with the ability to understand the broader ecosystem and anticipate downstream effects.

• A pragmatic, action-oriented mindset ("biased towards action") combined with a deep understanding of business goals.

• Experience in shaping and building new processes or ways of working within an organization.

• Proficiency in English, both written and verbal. Preferred Skills:

• Experience working within the healthcare sector or with similar complex, human-centered service environments.

• Fluency in French (bonus, not essential).

• Familiarity with agile methodologies and project management principles.

• Experience with specific design software and collaboration tools relevant to service design.

📝 Enhancement Note: The qualifications emphasize a blend of technical design skills, strategic acumen, and strong interpersonal capabilities. The "builder's instinct" and "mid-level" designation suggest a preference for proactive individuals who can thrive in a growing, evolving function. The bonus French language skill indicates potential for international client work or team collaboration.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive case studies demonstrating end-to-end service design projects.

• Clearly articulate the problem statement, your role, the methodologies used (discovery, co-design, journey mapping, etc.), and the process followed.

• Highlight the impact and outcomes of your work, quantifying results where possible (e.g., improved client satisfaction, efficiency gains, enhanced user experience metrics).

• Include examples of how you translated complex user needs and business requirements into tangible service solutions.

• Demonstrate your ability to visualize complex systems and user flows through clear and effective diagrams and documentation. Process Documentation:

• Provide examples of how you have documented service design processes and findings for clients or internal teams.

• Showcase your ability to create clear, actionable deliverables that guide implementation and decision-making.

• Illustrate how you have iterated on designs and processes based on feedback and testing.

📝 Enhancement Note: Given this is the first Service Designer hire, the portfolio will be critical in demonstrating the candidate's ability to define and execute service design work independently. The emphasis on "impact" and "building something new" means portfolios should highlight not just design execution but also strategic influence and the ability to establish new ways of working.

💵 Compensation & Benefits

Salary Range: Up to £60,000 per annum (base salary).

Benefits:

• Competitive benefits package (specifics to be discussed, but likely to align with a remote-first, employee-centric consultancy).

• Opportunity to be a foundational member of the service design function, with significant autonomy and impact.

• Fully remote work environment, offering flexibility and work-life balance.

• Exposure to diverse client challenges across various industries, including healthcare.

• Continuous learning opportunities and professional development support.

• Collaborative and human-centric company culture.

Working Hours: Full-time, with an expected commitment of approximately 40 hours per week. Flexibility is inherent in a remote, outcome-focused environment, allowing for adaptation around client needs and personal schedules.

📝 Enhancement Note: The salary is competitive for a mid-level Service Designer in the UK, especially for a remote role. The "up to £60K" suggests room for negotiation based on experience and fit. The benefits are less detailed but the emphasis on being "fully-remote" and the "human-centric" culture are key selling points for operations professionals seeking flexibility and a positive work environment. The contract type being open to contractor or employment provides additional flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consultancy. Cielo Costa specializes in helping clients elevate their human experience through technology solutions. They operate in a niche market, focusing on bespoke solutions rather than mass-market products.

Company Size: Small to Medium-sized Business (SMB) - approximately 30 employees. This size allows for agility, close-knit teams, and significant individual impact.

Founded: Not explicitly stated, but the company appears to be established enough to be hiring for specialized, foundational roles like Service Designer, indicating a growth phase.

Team Structure:

• The Service Designer will report directly to Gareth Fryer, Director of Product & Consulting. This places the role at a senior level within the consulting practice.

• The team is geographically distributed across the UK, Pakistan, India, Tunisia, and the Philippines, fostering a diverse and global perspective.

• Collaboration is expected to be high, particularly with product and consulting teams, and potentially across project teams for client delivery. Methodology:

• Emphasis on "elevating human experience" as the core mission.

• Core values include excellence in delivery and a focus on being "human."

• A "builder's instinct" is encouraged, suggesting a culture of innovation, experimentation, and proactive problem-solving.

• The "service design as a way of working" initiative implies a commitment to integrating design thinking and user-centered approaches into all aspects of consultancy.

Company Website: https://careers.cielocosta.com

📝 Enhancement Note: The company culture is characterized by a strong mission, a focus on people (both clients and employees), and a desire to innovate. The distributed nature of the team suggests a need for strong communication and asynchronous collaboration skills. The "boutique" nature of the consultancy means employees often wear multiple hats and have a direct line to leadership.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level Service Designer. This role represents an opportunity to become the foundational expert in service design for Cielo Costa. It's a strategic position with significant autonomy, allowing the individual to shape the discipline's future within the company.

Reporting Structure: Reports directly to the Director of Product & Consulting, indicating a senior placement within the consulting practice and direct access to leadership for strategic input.

Operations Impact: The Service Designer will have a direct and measurable impact on client satisfaction, problem-solving efficacy, and the overall quality of consultancy services delivered by Cielo Costa. By embedding service design thinking, the role will influence how the company approaches client challenges, leading to more innovative and human-centered solutions.

Growth Opportunities:

• Establish and Scale: Grow the service design practice from its inception, potentially building a team or developing a robust framework over time.

• Skill Specialization: Deepen expertise in specific areas of service design, such as healthcare service innovation, digital service transformation, or user research methodologies.

• Leadership Development: Transition into a senior or lead service designer role, mentoring other team members and owning larger, more complex engagements.

• Cross-functional Expertise: Develop a broader understanding of product development, technology consulting, and business strategy through close collaboration with other departments.

• Industry Recognition: Contribute to thought leadership by sharing insights and case studies from successful client engagements.

📝 Enhancement Note: This role offers a unique opportunity for an ambitious Service Designer to make a significant mark. The "first hire" aspect is a key growth driver, providing a platform to define processes and influence company direction. The emphasis on "building something new" and learning "on the fly" suggests a fast-paced learning environment.

🌐 Work Environment

Office Type: Fully Remote. Cielo Costa operates without any physical offices, allowing employees complete flexibility in their work location.

Office Location(s): Employees are distributed across the UK, Pakistan, India, Tunisia, and the Philippines. This distributed model requires strong digital collaboration tools and practices.

Workspace Context:

• Flexibility: Employees have the freedom to work from home or any location that suits their productivity and well-being, provided they can maintain effective communication and connectivity.

• Digital Collaboration: The work environment relies heavily on digital tools for communication, project management, and design collaboration.

• Asynchronous Communication: Given the global distribution, proficiency in asynchronous communication (e.g., detailed written updates, recorded walkthroughs) is essential.

• Team Interaction: While remote, the culture emphasizes being "human" and caring for each other, suggesting opportunities for virtual social events, informal check-ins, and supportive team interactions.

Work Schedule: While the role is full-time (approx. 40 hours/week), the fully remote nature typically allows for a degree of flexibility in scheduling, enabling individuals to structure their day around peak productivity times and client needs. Coordination across time zones will be a key aspect of the schedule.

📝 Enhancement Note: The fully remote nature is a significant aspect of the work environment, appealing to candidates seeking autonomy and work-life integration. However, it also necessitates strong self-discipline, excellent communication skills, and comfort with digital collaboration tools. The global distribution means candidates must be adept at working across different time zones and cultural contexts.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, focusing on relevant experience and alignment with the "clear thinker, warm heart" ethos.

• Portfolio Review & Discussion: A session dedicated to walking through your portfolio. Be prepared to discuss your process, the challenges you faced, the decisions you made, and the impact of your work. Focus on how you "untangle client problems" and "design experiences."

• Behavioral & Situational Interviews: Questions designed to assess your thinking style, problem-solving approach, client relationship skills, and ability to work autonomously and collaboratively. Expect questions about your "builder's instinct" and how you handle ambiguity.

• Fit with Gareth Fryer: A discussion with the Director of Product & Consulting to explore strategic alignment, your vision for service design at Cielo Costa, and how you can contribute to the company's mission.

Portfolio Review Tips:

• Storytelling: Frame your case studies as compelling narratives. Clearly define the problem, your role, the journey, your solutions, and the measurable outcomes.

• Process Clarity: Detail your service design process. Show how you arrived at your solutions, not just what the solutions are. Highlight your use of discovery and co-design techniques.

• Impact Focus: Quantify results whenever possible. If direct metrics are unavailable, articulate the qualitative impact and strategic value of your contributions.

• "Builder's Instinct": If possible, include a project where you helped establish or significantly improve a process or offering.

• Cultural Alignment: Weave in examples that demonstrate your "warm heart" and ability to build trust with clients and colleagues.

Challenge Preparation:

• Hypothetical Client Scenario: Be prepared for a scenario-based question where you might be asked to outline your approach to a new client problem within healthcare or another relevant sector. Focus on your discovery and problem-framing process.

• Methodology Articulation: Be ready to explain your preferred service design methodologies and why you choose certain tools or techniques for specific problems.

• Ecosystem Thinking: Practice articulating how you consider the broader ecosystem and downstream effects of design decisions.

📝 Enhancement Note: The interview process emphasizes practical application and cultural fit. The portfolio is paramount, serving as the primary evidence of capability. Candidates should prepare to discuss their approach to problem-solving, client engagement, and their ability to innovate and build within a consultancy context. The interview with Gareth Fryer will likely focus on strategic vision and alignment with the company's mission.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: While not explicitly stated, expect to use tools for wireframing, prototyping, journey mapping, and service blueprinting. Common tools include Figma, Sketch, Adobe XD, Miro, Mural, Lucidchart, or specialized service design platforms.

• Collaboration & Communication: Slack, Microsoft Teams, Zoom, Google Workspace (Docs, Sheets, Slides).

• Project Management: Tools like Asana, Trello, Jira, or Monday.com are likely used for task tracking and project workflow management.

Analytics & Reporting:

• While the Service Designer might not be directly responsible for deep analytics, they will need to interpret data from user research, client feedback, and potentially product/service performance metrics to inform designs. Familiarity with analytics dashboards or reporting tools could be beneficial. CRM & Automation:

• Less direct reliance on CRM for this role, but understanding how service design integrates with CRM strategies and customer journeys managed within CRMs would be valuable.

📝 Enhancement Note: The technology stack will be heavily reliant on digital collaboration and design tools. The company's remote-first nature means proficiency with virtual collaboration platforms is essential. Candidates should be prepared to discuss their familiarity with a range of design and project management software, and their ability to adapt to new tools as needed.

👥 Team Culture & Values

Operations Values:

• Elevate Human Experience: This is the core mission, driving all work towards positive human impact.

• Excellence in Delivery: A commitment to high-quality work and non-negotiable standards in client outcomes.

• Being Human: Emphasizes empathy, respect, and genuine connection with colleagues and clients.

• Pragmatism & Action: A bias towards practical solutions and taking action over endless theoretical exploration.

• Builder's Instinct: Encourages innovation, initiative, and a proactive approach to creating and improving.

• Collaboration: Working effectively across a distributed team and with clients to achieve shared goals.

Collaboration Style:

• Remote-First & Asynchronous: Expect a high degree of reliance on digital tools for communication and collaboration, with an understanding that real-time interaction may not always be feasible across time zones.

• Cross-functional Integration: Close partnerships with Product and Consulting teams are central to the role. The Service Designer will be expected to integrate their thinking and processes with these functions.

• Co-design & Partnership: The emphasis on co-design sessions highlights a collaborative approach where clients and internal teams are active participants in the design process.

• Open Feedback: The "being human" value suggests a culture where constructive feedback is welcomed and shared openly to foster continuous improvement.

📝 Enhancement Note: The team culture is a strong differentiator, blending professional ambition with a genuine focus on people and positive impact. Candidates who thrive in collaborative, mission-driven, and human-centered environments will be a good fit. The distributed nature requires a proactive and communicative approach to collaboration.

⚡ Challenges & Growth Opportunities

Challenges:

• Establishing a New Function: As the first Service Designer, you will need to define processes, evangelize the discipline, and gain buy-in across the organization. This requires strong influence and communication skills.

• Balancing Pragmatism with Idealism: Ensuring that "elevating human experience" translates into practical, deliverable solutions for clients, rather than purely theoretical concepts.

• Working Across Diverse Clients & Sectors: Adapting service design approaches to meet the unique needs and constraints of different industries, especially complex ones like healthcare.

• Managing Distributed Teams & Time Zones: Effectively collaborating and facilitating sessions with team members and clients located across various global time zones.

• Quantifying Impact: Demonstrating the tangible business value and ROI of service design initiatives, which can sometimes be qualitative or long-term.

Learning & Development Opportunities:

• Foundational Role: Opportunity to build and own the service design practice, setting its direction and methodologies.

• Diverse Project Exposure: Work on a variety of client challenges across different industries, broadening your experience and portfolio.

• Strategic Influence: Directly influence how Cielo Costa approaches client problems and delivers value, impacting the company's strategic direction.

• Mentorship & Collaboration: Learn from and collaborate with experienced colleagues in product and consulting.

• Skill Expansion: Develop skills in stakeholder management, business development, and strategic consulting alongside core service design expertise.

📝 Enhancement Note: The challenges are inherent to a foundational role in a growing company, offering significant opportunities for personal and professional growth. Candidates who are proactive, resilient, and eager to shape a function will find this role rewarding. The emphasis on learning and development is strong, driven by the nature of the work and the company's mission.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to untangling a complex client problem. What are the first steps you take?" (Focus on discovery, stakeholder mapping, and initial problem framing.)

• "How would you build service design as a core way of working at Cielo Costa, given you're the first hire in this role?" (Highlight influence, evangelism, and practical integration with existing teams.)

• "Walk us through a project where you had to balance user needs with significant business constraints or technical limitations. How did you navigate this?" (Demonstrate pragmatism and problem-solving.) Company & Culture Questions:

• "What does 'elevating human experience' mean to you in a consulting context?" (Connect your understanding to real-world application and client value.)

• "How do you embody the 'clear thinker, warm heart' ethos in your professional interactions?" (Provide specific examples of empathy, trust-building, and clear communication.)

• "Describe a time you had to build trust with a new client or stakeholder group. What was your strategy?" (Focus on relationship building and reliability.) Portfolio Presentation Strategy:

• Structure is Key: For each case study, clearly outline: 1. The Client/Problem, 2. Your Role & Team, 3. The Process (Discovery, Design, Iteration), 4. The Solution, 5. The Impact/Outcome.

• Visuals Matter: Use clear journey maps, blueprints, or wireframes to illustrate your process and solutions. Ensure they are easy to understand.

• Highlight Your Contribution: Be specific about your actions and decisions. Use "I" statements when describing your individual contributions.

• Quantify Impact: If possible, present metrics (e.g., user satisfaction scores, efficiency improvements, adoption rates). If not, articulate the qualitative benefits and strategic value.

• Be Prepared for Deep Dives: Anticipate questions about your specific design choices, challenges encountered, and alternative approaches you considered.

📝 Enhancement Note: Preparation should focus on demonstrating not just design skills but also strategic thinking, client-facing abilities, and a proactive, "builder's" mindset. The portfolio review is a critical component, so candidates should invest significant time in preparing their case studies and practicing their presentation.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the Cielo Costa careers portal link.

• Curate Your Portfolio: Select 2-3 of your most impactful service design projects. Ensure each case study clearly details the problem, your role, your process (discovery, co-design, etc.), your solutions, and the measured outcomes. Tailor your portfolio to highlight your experience in untangling complex problems and building new ways of working.

• Optimize Your Resume: Highlight keywords from the job description such as "Service Design," "Product Design," "Consulting," "Discovery Sessions," "Co-design," "Client Relationship Management," and "Ecosystem Thinking." Quantify achievements where possible and clearly state your years of relevant experience.

• Prepare Your Narrative: Practice articulating your design process, your approach to client challenges, and your vision for service design at Cielo Costa. Be ready to discuss how you embody "clear thinker, warm heart" and a "builder's instinct."

• Research Cielo Costa: Understand their mission to "elevate human experience" and their distributed, remote-first model. Familiarize yourself with their boutique consultancy approach and consider how your skills align with their values and working style.

⚠️ 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.