Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Informed Solutions

Location: Leeds, England, United Kingdom

Job Type: Full-Time

Category: Service Design / User-Centred Design

Date Posted: May 18, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Design and deliver complex, user-centred, and inclusive services that address challenging public sector problems, focusing on real-world impact and client success.

• Collaborate within a multi-disciplinary UCD team, working alongside senior designers and technical colleagues to create end-to-end service solutions.

• Conduct thorough research, analysis, and design activities to produce evidence-based outputs that prioritize user needs, accessibility, and client objectives.

• Contribute to the continuous improvement of service design best practices and knowledge sharing within the company's active design community of practice.

• Support delivery managers in project execution, risk escalation, and providing robust estimates for technical work.

📝 Enhancement Note: The role is specifically for a Service Designer within a consultancy environment focused on public sector digital transformation. While the input title is "Service Designer", the core responsibilities and required skills point towards a strong emphasis on User-Centred Design (UCD) principles and application within complex service delivery. The "operations" context here is interpreted as the operational execution of design principles within a project delivery framework, rather than traditional Revenue or Sales Operations.

📈 Primary Responsibilities

• Plan and execute user research, service analysis, and design activities to develop robust, evidence-based solutions that meet user needs and align with best practices, including accessibility, inclusion, and assisted digital considerations.

• Collaborate closely with senior and lead designers to create and maintain essential research, analysis, and design artefacts, utilizing standard methods, tools, and templates.

• Present research findings and design concepts effectively in various forums, such as Show and Tell sessions, to gain buy-in and feedback from stakeholders.

• Work in partnership with technical colleagues, including Engineers, Data Scientists, and Business Analysts, to ensure designs are technically feasible and specified with the necessary detail for efficient development and build.

• Support Delivery Managers by executing project activities within agreed plans, proactively escalating risks and issues, and contributing accurate estimates for technical work packages.

• Actively participate in the company's design community of practice, sharing knowledge, contributing to process improvements, and providing guidance and mentorship to junior colleagues.

• Maintain and enhance practitioner skills through continuous learning, training, and relevant domain-specific certifications to stay current with industry standards and best practices.

📝 Enhancement Note: The responsibilities are framed around the operational delivery of service design within a consultancy context. This includes research execution, artefact creation, technical collaboration, project support, and knowledge sharing, all critical for the successful implementation of design solutions.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong foundation in design, human-computer interaction, or a related field is typically beneficial. Candidates with demonstrable experience and a strong portfolio will be highly considered.

Experience: 2-5 years of experience in a Service Design or User-Centred Design role, with a proven track record of delivering user-centred solutions in complex environments. Experience within public sector projects or a consultancy setting is highly desirable.

Required Skills:

• User-Centred Design (UCD): Deep understanding and practical application of UCD principles and methodologies in designing and delivering solutions.

• Service Design: Proven ability to map user journeys, service blueprints, and understand end-to-end service ecosystems.

• Research & Analysis: Skilled in conducting user research (interviews, surveys, usability testing) and analyzing findings to inform design decisions.

• Collaboration: Ability to work effectively within multi-disciplinary teams, including designers, developers, business analysts, and project managers.

• Communication: Excellent visual and verbal communication skills for articulating complex ideas, presenting findings, and facilitating workshops.

• Problem Solving: Aptitude for dissecting complex problems, identifying root causes, and developing innovative solutions.

• Agile Working: Experience working within agile development frameworks and adapting to changing project requirements.

• Mentoring & Knowledge Sharing: Capacity to coach junior colleagues and actively contribute to a professional community of practice.

Preferred Skills:

• Public Sector & Consultancy Experience: Familiarity with public sector procurement, delivery models, and the nuances of working in a consultancy environment.

• Accessibility & Inclusion: Strong understanding and practical application of accessibility standards (e.g., WCAG) and inclusive design principles.

• Assisted Digital: Experience in designing services that cater to users with varying digital literacy and access to technology.

• Time Management: Ability to manage competing priorities and deliver high-quality work within deadlines.

• Stakeholder Management: Experience in engaging with and managing expectations of diverse stakeholders.

📝 Enhancement Note: The skills emphasize practical application and collaborative delivery, typical for mid-level design roles in a project-driven consultancy. The "operations" aspect is seen in the ability to execute, collaborate, and manage time within project constraints.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating your end-to-end service design process, from initial research and problem definition through to solution design and impact.

• User Research & Analysis: Include examples of research methodologies used, key insights derived, and how these insights directly informed design decisions.

• Design Artefacts: Present examples of key design artefacts such as user journey maps, service blueprints, personas, wireframes, and prototypes.

• Impact & Outcomes: Clearly articulate the problem addressed, your role, the solutions designed, and the measurable impact or outcomes achieved (e.g., improved user satisfaction, efficiency gains, accessibility improvements).

Process Documentation:

• Workflow Design: Demonstrate understanding of how to map existing service processes and design optimized future-state workflows.

• Implementation Support: Show how your designs support efficient development and build, including collaboration with technical teams.

• Performance Measurement: Illustrate how designs are intended to be measured for success and how feedback loops are incorporated for continuous improvement.

📝 Enhancement Note: A strong portfolio is crucial for design roles to demonstrate practical skills and process. The focus is on showcasing the operationalization of design thinking – how theory translates into tangible, impactful solutions.

💵 Compensation & Benefits

Salary Range: While a specific range is not provided, for a Service Designer with 2-5 years of experience in Leeds, UK, a competitive salary would typically fall between £35,000 - £50,000 per annum. This estimate is based on industry benchmarks for similar roles in the UK tech and design consultancy sector, considering location and experience level.

Benefits:

• InformedACADEMY™: Comprehensive career development and professional development programs.

• Professional Certifications Support: Funding and support for obtaining relevant industry certifications.

• Industry-leading Health and Wellbeing Plan: Includes 24/7 GP services, mental health support, and physical health support.

• Hybrid Working: Flexibility to combine office-based and remote work.

• Private Health Care Cover: Comprehensive private medical insurance.

• Generous Life Assurance Cover: Financial protection for beneficiaries.

• Gym Membership: Contribution towards fitness and wellbeing.

• Monthly Office Lunch: Provided for team building and convenience.

• Onsite Massage Sessions: Wellness initiative to support employee wellbeing.

• 25 Paid Working Days Holiday: Generous annual leave allowance, plus bank holidays.

• Sabbatical Leave Scheme: Opportunities for extended leave.

• Enhanced Maternity & Paternity Leave: Generous support for new parents.

• Company Pension Contribution: Employer contributions to a pension scheme.

• Profit Share Scheme: Potential to share in company success.

• Payment of Professional Subscriptions: Covering membership fees for relevant professional bodies.

• Generous Referral Scheme: Rewarding employees for successful candidate referrals.

Working Hours: Typically 40 hours per week, with a hybrid working model offering flexibility.

📝 Enhancement Note: The salary estimate is a benchmark for the specified experience level and location in the UK. The benefits package is extensive and aligns with the company's stated commitment to employee wellbeing and development, which is attractive to professionals seeking stability and growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / Digital Transformation Consultancy, with a strong focus on public sector projects and "tech4good" initiatives.

Company Size: Informed Solutions is a growing international digital transformation consultancy, certified as a Great Place to Work®. The company was founded in 1992 and has a significant presence.

Founded: 1992.

Team Structure:

• UCD Team: The role is within an established User-Centred Design (UCD) team, which is part of a larger multi-disciplinary environment.

• Reporting: The Service Designer will work closely with more senior colleagues and likely report to a Lead Designer or UCD Manager.

• Cross-functional Collaboration: Extensive collaboration with technical colleagues (Engineers, Data Scientists, Business Analysts), Delivery Managers, and potentially client stakeholders.

Methodology:

• User-Centred Design: Central to all activities, ensuring user needs are prioritized.

• Agile Working: Embraces innovative practices, uncertainty, change, and agile methodologies.

• Data-Driven: Solutions are evidence-based, informed by research and analysis.

• Collaborative Problem Solving: Emphasis on working together to tackle complex challenges and deliver real-world impact.

Company Website: [Informed Solutions Website URL - Not provided, but typically found via search]

📝 Enhancement Note: The company culture emphasizes innovation, collaboration, and making a positive societal impact. The "operations" aspect is deeply embedded in their approach to delivering complex digital transformation projects for the public sector.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level Service Designer. This role is positioned for individuals with foundational experience looking to deepen their expertise, take on more complex projects, and contribute to team growth. It involves executing design tasks with guidance from seniors while also beginning to mentor junior members.

Reporting Structure: The role reports into senior design leadership (e.g., Lead Designer, Head of UCD) and works in close collaboration with Delivery Managers and technical leads on project teams.

Operations Impact: Service Designers at Informed Solutions directly influence the success of large-scale digital transformation projects. Their work ensures that services are user-friendly, accessible, and effective, leading to greater public sector efficiency, improved citizen experiences, and successful achievement of client objectives. This impact is measurable and directly contributes to the company's reputation for delivering impactful "tech4good" solutions.

Growth Opportunities:

• Skill Advancement: Deepen expertise in UCD, service design, accessibility, and agile methodologies through hands-on project work and internal training.

• Leadership Development: Progress to Lead Service Designer or Senior UCD roles, taking ownership of larger projects and mentoring teams.

• Specialization: Develop expertise in specific sectors (e.g., healthcare, civil defence) or design disciplines (e.g., user research, interaction design).

• Professional Certifications: Utilize the support provided by InformedACADEMY™ for obtaining industry-recognized certifications.

📝 Enhancement Note: The growth path is clearly defined within the design and consultancy domain, focusing on skill enhancement, project leadership, and specialization within the company's focus areas.

🌐 Work Environment

Office Type: Informed Solutions offers a hybrid working model, allowing for a blend of office-based collaboration and remote flexibility. The company has offices in Altrincham (Manchester) and Westminster (London).

Office Location(s):

• Altrincham (Manchester)

• Westminster (London)

Candidates can choose their base office.

Workspace Context:

• Collaborative Environment: The office spaces are designed to foster collaboration, with opportunities for team meetings, workshops, and informal interactions.

• Tools & Technology: Access to standard design tools and technologies used for service design, research, and collaboration.

• Team Interaction: Regular opportunities to interact with a diverse range of professionals, including designers, engineers, data scientists, and project managers, both in person and remotely.

Work Schedule: The standard working hours are typically 40 hours per week. The hybrid model provides flexibility in how and where this time is spent, balancing project needs with personal work-life preferences.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, catering to modern work preferences while maintaining the benefits of in-person collaboration essential for design and problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess suitability and alignment with role requirements.

• Technical Interview: Discussion focused on UCD principles, service design methodologies, past project experience, and problem-solving approaches. Likely to include case study discussions.

• Team/Cultural Fit Interview: Conversation with senior team members or hiring managers to assess collaboration style, communication skills, and alignment with company values.

• Final Interview: Potentially with a senior leader to discuss career aspirations and strategic fit.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by project, with a clear narrative for each case study.

• Process Focus: Emphasize your process – how you approach problems, conduct research, iterate on designs, and collaborate.

• Impact & Metrics: Quantify outcomes where possible. Even if exact metrics are unavailable, articulate the intended impact and how success would be measured.

• Tailoring: Highlight projects that demonstrate experience relevant to public sector or complex service design challenges.

• Clarity: Ensure your contributions are clearly defined, especially in collaborative projects.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for questions that present hypothetical design challenges or public sector problems.

• Methodology Explanation: Clearly articulate why you choose certain research methods or design approaches.

• Collaboration Scenarios: Be ready to discuss how you've handled disagreements or collaborated with technical teams.

• Company Research: Understand Informed Solutions' mission, values, and recent projects, particularly their "tech4good" focus.

📝 Enhancement Note: The interview process will heavily scrutinize practical design skills and the ability to articulate process and impact, crucial for a consultancy role. A well-prepared portfolio is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro, Mural (for collaborative whiteboarding).

• User Research: SurveyMonkey, Typeform, UserTesting.com, Lookback, Dovetail (for research analysis).

• Collaboration & Project Management: Jira, Confluence, Trello, Microsoft Teams, Slack.

Analytics & Reporting:

CRM & Automation:

• Less directly relevant to the Service Designer's core function, but understanding how services integrate with backend systems or CRM data for user experience is valuable.

📝 Enhancement Note: The tools listed are standard for service design and UCD professionals. Proficiency in collaborative design and research tools is essential for effective teamwork and project delivery.

👥 Team Culture & Values

Operations Values:

• Innovation: Encouraging new ideas and approaches to solve complex problems.

• Excellence: Striving for high-quality, impactful solutions and continuous improvement.

• Integrity: Acting ethically, transparently, and with good faith in all interactions.

• Collaboration: Valuing teamwork, diverse perspectives, and collective problem-solving.

• User-Centricity: Placing user needs at the heart of all design and delivery efforts.

• Impact: Driving real-world positive change through technology and design.

Collaboration Style:

• Cross-functional Integration: Working seamlessly with technical teams, delivery managers, and clients to ensure holistic service delivery.

• Open Communication: Fostering an environment where feedback is welcomed, and ideas can be freely exchanged.

• Knowledge Sharing: Actively participating in communities of practice to share learnings and best practices.

• Respectful Debate: Engaging in constructive discussions to reach the best solutions, valuing different perspectives.

📝 Enhancement Note: The company culture is built around collaboration, innovation, and a strong ethical compass, all geared towards delivering meaningful impact in the public sector.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Public Sector Environments: Understanding and designing for diverse user groups, legacy systems, and regulatory constraints within public sector organizations.

• Balancing User Needs with Technical & Business Constraints: Finding optimal solutions that satisfy user requirements while remaining technically feasible and aligned with client objectives and budgets.

• Driving Adoption of UCD Principles: Educating and influencing stakeholders who may not be familiar with or fully invested in user-centred approaches.

• Measuring Impact in Public Services: Quantifying the value and impact of design interventions in contexts where traditional business metrics may not apply directly.

Learning & Development Opportunities:

• Sector Specialization: Gaining deep knowledge of specific public sector domains (e.g., healthcare, defence, environment).

• Advanced Design Techniques: Mastering new tools, methodologies, and research approaches in service design and UCD.

• Mentorship & Leadership: Developing skills to mentor junior designers and lead design initiatives on projects.

• Industry Engagement: Participating in conferences, workshops, and professional networks to stay abreast of industry trends and best practices.

📝 Enhancement Note: The challenges are inherent to consultancy work in the public sector, offering significant opportunities for professional growth and skill development in complex problem-solving.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex public sector service you've designed. What were the key challenges, and how did you ensure inclusivity and accessibility?" (Focus on your process, research, and problem-solving.)

• "How do you collaborate with engineers and business analysts to ensure your designs are technically feasible and deliverable?" (Highlight your communication and cross-functional teamwork skills.)

• "Walk me through a time you had to influence stakeholders who were resistant to a user-centred approach." (Demonstrate your persuasion and advocacy skills.)

Company & Culture Questions:

• "What interests you about Informed Solutions' mission and 'tech4good' approach?" (Research their values and recent projects.)

• "How do you contribute to a collaborative team environment, especially in a hybrid setting?" (Provide examples of your teamwork and communication style.)

Portfolio Presentation Strategy:

• Storytelling: Frame each case study as a narrative – problem, your approach, solution, and impact.

• Visuals: Use clear, well-designed visuals to illustrate your process and final outputs.

• Conciseness: Be prepared to present your key projects within a given timeframe, focusing on the most impactful aspects.

• Q&A Readiness: Anticipate questions about your decisions, challenges, and the outcomes of your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical application of design principles, collaborative capabilities, and an understanding of the company's mission and values.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the Workable application link provided.

• Portfolio Customization: Curate your portfolio to prominently feature projects that highlight User-Centred Design, service design processes, and experience with complex or public sector challenges.

• Resume Optimization: Tailor your resume to include keywords from the job description, such as "Service Design," "User-Centred Design," "UCD," "research," "analysis," "collaboration," and "accessibility." Quantify achievements where possible.

• Interview Preparation: Practice articulating your design process, key project contributions, and how you handle collaboration and challenges. Be ready to present your portfolio confidently.

• Company Research: Thoroughly research Informed Solutions, their values ("Innovation, Excellence, Integrity"), their "tech4good" focus, and recent projects to demonstrate genuine interest and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.