Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Informed Solutions

Location: London, England, United Kingdom

Job Type: FULL_TIME

Category: Service Design / User-Centred Design (UCD)

Date Posted: 2026-05-18

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

Remote Status: Hybrid

🚀 Role Summary

• Design and deliver complex, user-centred, and inclusive services that solve challenging public sector problems, aligning with #tech4good initiatives.

• Collaborate within a multi-disciplinary User-Centred Design (UCD) team to create end-to-end services that prioritize user needs, accessibility, and client objectives.

• Contribute to a dynamic design community of practice, sharing knowledge, refining best practices, and providing guidance to junior colleagues.

• Support Delivery Managers in executing project activities, managing risks, and contributing robust estimates for technical work within agile, fast-paced environments.

• Maintain and advance practitioner skills through continuous learning, training, and domain-relevant certifications.

📝 Enhancement Note: This role is positioned as a mid-level Service Designer, indicated by the requirement to work closely with senior colleagues while also mentoring junior members. The emphasis on public sector challenges and #tech4good projects suggests a focus on impactful, socially conscious design. The hybrid working model and office locations in Manchester and London provide flexibility.

📈 Primary Responsibilities

• Plan and execute comprehensive research, analysis, and design activities to develop robust, evidence-based solutions that meet diverse user needs and adhere to best practices in accessibility, inclusion, and assisted digital.

• Collaborate with senior and lead designers to create and maintain essential research, analysis, and design artefacts, utilizing standard methodologies, tools, and templates, and effectively presenting findings in forums like Show and Tell sessions.

• Partner closely with technical teams, including Engineers, Data Scientists, and Business Analysts, to ensure designs are technically feasible and specified with the necessary detail for efficient development and implementation.

• Assist Delivery Managers in executing project tasks according to established plans, proactively escalating risks and issues, and providing accurate estimates for technical work.

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

• Ensure continuous professional development by maintaining up-to-date practitioner skills through ongoing training and pursuing relevant domain certifications.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on design execution and collaborative problem-solving. The emphasis on "evidence-based solutions," "standard methods, tools, and templates," and collaboration with technical teams indicates a structured approach to service design within a consultancy framework. The mention of "assisted digital" suggests a focus on users with varying levels of digital literacy.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong foundation in design, human-computer interaction, social sciences, or a related field is typically expected for service design roles. Candidates with relevant certifications or demonstrable experience will be highly regarded.

Experience: Proven experience (2-5 years) in designing and delivering user-centred solutions within complex service environments, preferably in public sector or consultancy settings. Experience with agile working methodologies and contributing to a community of practice is essential.

Required Skills:

• User-Centred Design (UCD): Demonstrated experience in applying UCD principles to design and deliver effective, user-centric services.

• Service Design: Proven ability to map user journeys, design service blueprints, and create end-to-end service experiences.

• Research & Analysis: Proficiency in conducting qualitative and quantitative research (e.g., user interviews, surveys, data analysis) to identify user needs and inform design decisions.

• Collaboration: Strong ability to work effectively within multi-disciplinary teams, including with senior designers, technical colleagues, and delivery managers.

• Communication: Excellent visual and verbal communication skills, with the ability to articulate complex information clearly and persuasively to diverse stakeholders.

• Agile Working: Adaptability and effectiveness in fast-paced, agile environments, comfortable with change and uncertainty.

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

Preferred Skills:

• Public Sector Experience: Familiarity with the unique challenges and procurement processes within the UK public sector.

• Consultancy Delivery: Experience working within a digital transformation consultancy environment.

• Accessibility & Inclusion Design: Specific expertise in designing services that are accessible to all users, including those with disabilities or lower digital literacy.

• Design Artefact Creation: Proficiency in creating and maintaining standard design documentation (e.g., user personas, journey maps, wireframes, prototypes).

📝 Enhancement Note: The required skills emphasize practical application of UCD and service design methodologies, strong interpersonal abilities for collaboration and mentorship, and adaptability in a consultancy setting. The preference for public sector and consultancy experience suggests the company values candidates who can hit the ground running in their specific client environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating your approach to service design challenges, from initial research and analysis through to conceptualization and (where possible) implementation. Highlight your role and specific contributions.

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

• Service Design Artefacts: Present examples of service blueprints, user journey maps, wireframes, prototypes, or other relevant design documentation that illustrate the end-to-end service design process.

• Impact & Outcomes: Quantify the impact of your work where possible, using metrics related to user satisfaction, efficiency gains, accessibility improvements, or achievement of client goals.

Process Documentation:

• Demonstrate understanding of how to document service design processes, including user research findings, design decisions, and technical specifications, in a clear and actionable format for development teams.

• Show experience in refining and contributing to internal process improvements for service design and UCD practices.

📝 Enhancement Note: A strong portfolio is critical for this role, as it provides tangible evidence of a candidate's ability to apply service design principles to real-world problems. The emphasis on "evidence-based solutions" and collaboration with technical teams means the portfolio should demonstrate not just creative design but also a pragmatic, deliverable approach.

💵 Compensation & Benefits

Salary Range: Based on the location (London, UK), experience level (Mid-Level, 2-5 years), and the nature of consultancy work in the digital transformation sector, a competitive salary range for a Service Designer is estimated to be between £45,000 and £65,000 per annum. This range accounts for the cost of living in London and the specialized skills required.

Benefits:

• InformedACADEMY™: Comprehensive career development opportunities, including support for professional certifications.

• Industry-leading health and wellbeing plan: Featuring 24/7 GP services, mental health support, and physical health support.

• Hybrid working: Flexibility in work location.

• Private Health Care Cover: Extensive medical coverage.

• Generous life assurance cover: Financial security for dependents.

• Gym Membership: Contribution towards fitness.

• Monthly office lunch: Social and networking opportunity.

• Onsite massage sessions: Wellness initiative.

• 25 paid working days holiday per year plus bank holidays: Generous annual leave.

• Sabbatical Leave Scheme: Opportunity for extended breaks.

• Enhanced Maternity Leave and Pay: Supportive parental leave.

• Enhanced Paternity Leave and Pay: Supportive parental leave.

• Company Pension Contribution: Retirement savings support.

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

• Payment of professional subscriptions: Support for maintaining professional credentials.

• Generous referral scheme: Rewards for bringing in new talent.

Working Hours: The role is full-time, typically around 40 hours per week. The hybrid working model offers flexibility, allowing for a balance between office-based collaboration and remote work, accommodating efficient workflow planning and data analysis.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for Service Designers in London, considering the consultancy sector and the company's emphasis on professional development and comprehensive benefits. The detailed benefits package indicates a strong focus on employee well-being and professional growth, which are key attractions for operations and design professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / Digital Transformation Consultancy, with a strong focus on Public Sector and #tech4good projects. Informed Solutions specializes in delivering innovative platforms and services for large-scale digital transformation across sectors like Civil Defence, Healthcare, Sustainable Environment, and Digital Democracy.

Company Size: Informed Solutions is a certified Great Place to Work®, indicating a positive and supportive work environment. While exact employee numbers aren't provided in the raw data, their description as an "International digital transformation consultancy" suggests a medium to large-sized organization with a global presence and multiple office locations.

Founded: Founded in 1992, Informed Solutions has a long-standing history of delivering multi-Queen’s Award for innovation winning platforms and services, demonstrating a commitment to innovation and continuous improvement.

Team Structure:

• The role is part of an established User-Centred Design (UCD) team, which is multi-disciplinary and collaborates closely with other professional groups.

• The team structure likely includes Senior Designers, Lead Designers, and junior practitioners, with this role bridging the gap and contributing to mentorship.

Methodology:

• Data-Driven Design: Emphasis on "robust, evidence-based solutions" derived from research and analysis.

• User-Centred Approach: Prioritizing user needs, accessibility, and inclusion in all service design activities.

• Agile & Iterative: Working within agile environments, adapting to change, and embracing uncertainty to deliver solutions.

• Collaborative Innovation: Fostering a culture of co-design and problem-solving to tackle complex challenges.

Company Website: https://www.informed.com/

📝 Enhancement Note: The company culture is characterized by a strong emphasis on innovation, integrity, and excellence, with a clear mission to leverage technology for social good. The collaborative, problem-solving environment, coupled with a focus on professional development and employee well-being, makes it an attractive place for operations and design professionals.

📈 Career & Growth Analysis

Operations Career Level: This Service Designer role is positioned at a mid-level, suitable for professionals with 2-5 years of experience. It offers a significant opportunity to deepen expertise in user-centred design and service design within complex public sector projects, while also developing leadership capabilities through mentorship and contributing to practice refinement.

Reporting Structure: The Service Designer will work closely with senior colleagues, including Lead Designers and potentially Design Directors, within the User-Centred Design (UCD) team. They will also report to Delivery Managers for project execution and contribute to the broader design community of practice.

Operations Impact: Service Designers at Informed Solutions directly influence the creation of critical public services, impacting citizens' lives by making them more accessible, efficient, and user-friendly. Their work contributes to the company's reputation for delivering impactful #tech4good projects and solving complex digital transformation challenges for major public sector clients.

Growth Opportunities:

• Skill Advancement: Deepen expertise in specialized areas of UCD and service design, including accessibility, inclusion, and assisted digital, through practical project experience and company training programs.

• Leadership Development: Progress to Senior Service Designer roles, taking on greater project responsibility, leading design streams, and further developing mentoring and knowledge-sharing capabilities.

• Cross-Functional Expertise: Gain broad exposure to digital transformation initiatives by working with data scientists, engineers, and business analysts, enhancing understanding of the full project lifecycle.

• Career Pathing: Benefit from InformedACADEMY™ and tailored career pathing, allowing for specialization or broader roles within the consultancy.

📝 Enhancement Note: The role offers a clear growth trajectory from a mid-level practitioner to a senior or lead position, with opportunities for specialization and leadership. The company's investment in employee development through InformedACADEMY™ and a supportive community of practice is a significant advantage for career progression in the operations and design fields.

🌐 Work Environment

Office Type: Informed Solutions offers a hybrid working model, with opportunities to work from their Altrincham (Manchester) or Westminster (London) offices. This blended approach combines the benefits of in-office collaboration and the flexibility of remote work.

Office Location(s):

• Altrincham (Manchester)

• Westminster (London)

These locations provide access to vibrant business hubs, facilitating collaboration and client engagement.

Workspace Context:

• Collaborative Environment: The office spaces are designed to foster collaboration, with opportunities for face-to-face interaction with colleagues from diverse disciplines.

• Tools & Technology: While specific tools aren't detailed, it's expected that standard design and collaboration software, along with access to project-specific platforms, will be available to support design and analysis activities.

• Team Interaction: The hybrid model encourages intentional in-office days for team meetings, workshops, and knowledge sharing, ensuring strong team cohesion and operational synergy.

Work Schedule: The standard full-time work schedule is complemented by the hybrid working policy, offering flexibility in managing personal and professional commitments while ensuring consistent contribution to project timelines and team collaboration.

📝 Enhancement Note: The hybrid work environment is a key feature, allowing for a balance between structured office collaboration and personal flexibility. This model is well-suited for operations roles that require focused work, team interaction, and adaptability.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess your suitability for the role and alignment with UCD and service design principles.

• First Interview: Likely with a hiring manager or senior designer, focusing on your experience, skills, and approach to service design challenges. Be prepared to discuss your portfolio in detail.

• Practical Exercise/Case Study: You may be asked to complete a design exercise or present a case study from your portfolio, demonstrating your problem-solving abilities, research skills, and design thinking process.

• Final Interview: Potentially with a panel including senior leadership, focusing on cultural fit, strategic thinking, and longer-term career aspirations within Informed Solutions.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant projects that clearly demonstrate your service design process, user-centred approach, and impact.

• Tell a Story: For each project, clearly articulate the problem, your role and responsibilities, the methodologies you employed, your key insights and decisions, and the outcomes achieved. Use visuals to support your narrative.

• Highlight Collaboration: Showcase instances where you collaborated effectively with technical teams, stakeholders, and senior colleagues.

• Quantify Impact: Whenever possible, include metrics or qualitative feedback that demonstrate the success and value of your design solutions.

• Tailor to Informed Solutions: Emphasize projects that align with public sector challenges, accessibility, and #tech4good initiatives if you have them.

Challenge Preparation:

• Understand the Context: Research Informed Solutions, their work in the public sector, and their commitment to #tech4good. Understand the challenges of designing for complex public services.

• Practice Your Pitch: Be ready to articulate your design philosophy and process concisely and compellingly.

• Prepare for UCD Questions: Anticipate questions about user research techniques, persona development, journey mapping, usability testing, and how you ensure inclusivity and accessibility.

• Demonstrate Adaptability: Be ready to discuss how you handle ambiguity, changing requirements, and work within agile frameworks.

📝 Enhancement Note: The interview process is likely to be thorough, with a strong emphasis on practical application through portfolio review and potential design challenges. Candidates should prepare to articulate their design process, showcase problem-solving skills, and demonstrate cultural fit with Informed Solutions' values.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Proficiency with industry-standard design tools such as Figma, Sketch, Adobe XD, or similar for wireframing, prototyping, and creating design artefacts.

• User Research Platforms: Experience with tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, SurveyMonkey, Dovetail).

• Collaboration & Project Management: Familiarity with tools like Jira, Confluence, Trello, or Asana for agile project management and team collaboration.

• Whiteboarding & Ideation: Experience with digital whiteboarding tools like Miro or Mural for remote collaboration and brainstorming sessions.

Analytics & Reporting:

CRM & Automation:

• Not directly applicable to this Service Designer role, but an understanding of how design impacts user journeys within CRM or other business systems can be advantageous.

📝 Enhancement Note: While specific tools are not listed, a strong Service Designer should be proficient in common design and collaboration software. The ability to leverage data and work within agile project management frameworks is key.

👥 Team Culture & Values

Operations Values:

• Innovation: A continuous drive to explore new ideas, methodologies, and technologies to solve complex problems and create groundbreaking solutions.

• Excellence: A commitment to delivering high-quality, impactful work that meets and exceeds client expectations and industry standards.

• Integrity: Acting with honesty, transparency, and good faith in all interactions with colleagues, clients, and partners.

• Collaboration: Fostering a supportive and inclusive environment where diverse perspectives are valued, and collective problem-solving leads to better outcomes.

• User-Centredness: Placing the needs, experiences, and accessibility of end-users at the forefront of all design and development efforts.

Collaboration Style:

• Multi-disciplinary Teamwork: Working seamlessly with engineers, data scientists, business analysts, and project managers to co-create holistic solutions.

• Knowledge Sharing: Actively participating in communities of practice, sharing insights, and mentoring junior colleagues to elevate the team’s collective expertise.

• Open Communication: Engaging in constructive dialogue, respecting different viewpoints, and providing and receiving feedback openly to improve processes and outcomes.

• Agile Mindset: Embracing flexibility, adapting to change, and working iteratively to deliver value in dynamic project environments.

📝 Enhancement Note: Informed Solutions clearly values a culture of innovation, excellence, and integrity, underpinned by strong collaborative practices. For a Service Designer, this means being part of a team that encourages creative problem-solving, values user advocacy, and promotes continuous learning and mutual support.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Complexity: Tackling intricate public sector problems that involve diverse user groups, legacy systems, and significant societal impact.

• Balancing User Needs with Constraints: Effectively mediating between ideal user experience and technical, budgetary, or policy constraints common in public sector projects.

• Driving Adoption of UCD: Championing user-centred design principles and methodologies within client organizations that may have different established processes.

• Adapting to Evolving Technologies: Staying abreast of new design tools, methodologies, and technological advancements relevant to digital transformation.

Learning & Development Opportunities:

• Specialized Training: Access to InformedACADEMY™ for targeted training in advanced service design, accessibility standards, and emerging design techniques.

• Professional Certifications: Support for obtaining certifications relevant to service design, UCD, or agile methodologies.

• Mentorship Programs: Opportunities to learn from senior designers and leaders within the UCD team and wider organization.

• Exposure to Diverse Projects: Working on a variety of #tech4good projects across different public sector domains, providing broad experience and skill development.

📝 Enhancement Note: The role presents significant challenges that are also rich opportunities for growth. The company's commitment to learning and development, particularly through InformedACADEMY™, is a key differentiator for professionals seeking to advance their careers in service design and UCD.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex public sector service you've designed or significantly contributed to. What were the key challenges, your role, and the outcome?" (Prepare a detailed case study from your portfolio.)

• "How do you ensure that your service designs are inclusive and accessible to users with diverse needs and varying levels of digital literacy?" (Focus on specific methods and principles.)

• "Imagine you need to present a new service design concept to a non-technical stakeholder group. How would you communicate its value and gain their buy-in?" (Emphasize clear communication and stakeholder empathy.)

Company & Culture Questions:

• "What attracts you to Informed Solutions, particularly our focus on #tech4good and public sector impact?" (Research their projects and values.)

• "How do you contribute to a positive and collaborative team environment, especially within a hybrid working model?" (Discuss your teamwork and communication style.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly outline the problem, your approach (research, analysis, ideation, design), your specific contributions, and the results.

• Visual Storytelling: Use compelling visuals (e.g., journey maps, wireframes, personas) to illustrate your process and concepts.

• Focus on Impact: Quantify outcomes whenever possible, demonstrating the tangible value of your design work.

• Be Ready for Deep Dives: Anticipate detailed questions about your decision-making process, methodologies, and challenges encountered.

• Showcase Collaboration: Highlight how you worked with others, including technical teams and senior colleagues.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong understanding of UCD and service design principles, practical application through portfolio examples, and alignment with Informed Solutions' mission and values. The ability to articulate complex ideas clearly and showcase collaborative skills will be key.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating user-centred design, service design principles, and experience with complex challenges, ideally with public sector or social impact relevance. Ensure case studies clearly articulate your process and impact.

• Resume Optimization: Update your resume to emphasize keywords such as "Service Design," "User-Centred Design (UCD)," "Agile," "Public Sector," "Accessibility," "Research & Analysis," and "Collaboration." Quantify achievements where possible.

• Interview Preparation: Practice articulating your design process, problem-solving approach, and collaborative experiences. Prepare specific examples for behavioral and situational questions, and be ready to walk through your portfolio with confidence.

• Company Research: Thoroughly research Informed Solutions, their mission, recent projects, and their commitment to #tech4good. Understand their values and how your skills and aspirations align with their 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.