Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Kainos

Location: Birmingham, England, United Kingdom

Job Type: Full-time

Category: Experience Design / Service Design Consultancy

Date Posted: 2026-08-21

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

Remote Status: On-site

🚀 Role Summary

• Spearhead the delivery of end-to-end service experiences, ensuring efficiency and consistency across all touchpoints within the digital service landscape.

• Champion and advocate for user-centered design principles, including design research, design thinking, and service design methodologies, to guide project teams and stakeholders.

• Manage, coach, and develop a team of junior service design professionals, fostering their performance and career progression within the Experience Design capability.

• Collaborate closely with researchers and wider project teams to create crucial deliverables such as experience maps and comprehensive service blueprints.

📝 Enhancement Note: This role is positioned as a Consultant, indicating a need for strong client-facing skills, strategic thinking, and the ability to influence at various levels. The emphasis on "delivering end-to-end" and "input to and influence the future of the service experience" suggests a significant degree of autonomy and strategic contribution. The "people-first culture" mentioned in the company description also highlights the importance of mentorship and team development within this role.

📈 Primary Responsibilities

• Lead the definition and visualization of the complete service experience lifecycle, from initial user interaction to post-service engagement.

• Actively contribute to and shape the strategic direction of service offerings, ensuring alignment with user needs and business objectives.

• Apply a range of strategic models and business analysis techniques to accurately define problem statements and identify opportunities for service improvement.

• Provide expert guidance and mentorship in needs-based design, design research, design thinking, and service design practices to project teams and colleagues.

• Facilitate and lead impactful workshops using diverse techniques to drive consensus, uncover insights, and achieve desired project outcomes.

• Develop and maintain key service design artifacts, including experience maps, user journey maps, and service blueprints, to clearly articulate service flows and identify pain points.

• Manage, coach, and develop senior members of the team and wider community, focusing on performance management and career development.

• Effectively communicate complex service design concepts and recommendations to stakeholders at all organizational levels, ensuring clarity and buy-in.

• Demonstrate excellent commercial awareness, understanding the business implications and opportunities associated with service design initiatives.

• Proactively identify, engage, and manage stakeholders, mapping their interests and influence to ensure successful service design implementation.

📝 Enhancement Note: The responsibilities highlight a blend of strategic consultancy, hands-on design execution, and people management. The emphasis on "input to and influence the future of the service experience" and "excellent commercial awareness" suggests that the candidate will be expected to not only design services but also contribute to the business strategy and profitability related to those services.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong academic foundation in a related field such as Human-Computer Interaction (HCI), Design, Psychology, Business, or a related discipline is highly advantageous. Candidates with equivalent practical experience will also be considered.

Experience: A minimum of 5-10 years of progressive experience in service design, user experience (UX) design, or a closely related design consultancy role, with a proven track record of delivering successful digital services.

Required Skills:

• Service Design: Deep expertise in end-to-end service design, including user journey mapping, service blueprinting, and defining service ecosystems.

• Design Research: Proficiency in various qualitative and quantitative research methodologies (e.g., user interviews, usability testing, surveys) to gather user insights.

• Design Thinking: Demonstrated ability to apply design thinking frameworks and principles to solve complex problems.

• Experience Mapping & Service Blueprints: Proven experience in creating detailed experience maps and service blueprints to visualize service interactions and operational flows.

• Stakeholder Management: Excellent skills in identifying, engaging, and managing diverse stakeholder groups, understanding their needs and influencing outcomes.

• Business Analysis: Understanding of business analysis principles to effectively formulate problem statements and align service design with business goals.

• Workshop Facilitation: Ability to design, lead, and facilitate effective workshops using a variety of techniques (e.g., brainstorming, co-creation, prioritization) to drive decision-making.

• Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas clearly and persuasively to technical and non-technical audiences.

• Commercial Awareness: Strong understanding of business objectives, market dynamics, and the commercial implications of service design decisions.

• Coaching & Mentoring: Demonstrated ability to coach and develop junior team members, supporting their professional growth and performance.

Preferred Skills:

• Experience working within a full-service digital agency environment, understanding the pace and client demands of such settings.

• Familiarity with Agile delivery methodologies (e.g., Scrum, Kanban) and experience working within Agile teams.

• Experience with strategic modeling frameworks and their application in service design contexts.

• Familiarity with needs-based design principles and their integration into the design process.

📝 Enhancement Note: The "Minimum (Essential) Requirements" list is quite comprehensive and directly translates into required skills. The "Desirable" section provides clear guidance on preferred, but not mandatory, qualifications that would make a candidate stand out, particularly experience in agency environments and Agile methodologies.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive case studies demonstrating end-to-end service design projects, from initial research and ideation through to implementation and impact measurement.

• Each case study should clearly articulate the problem statement, the methodologies employed (e.g., design research, design thinking, workshop facilitation), key deliverables (e.g., service blueprints, experience maps), and the outcomes achieved.

• Quantify the impact of your service design work wherever possible, using metrics related to user satisfaction, efficiency gains, cost reduction, or revenue impact.

• Include examples of your ability to manage stakeholders, facilitate workshops, and influence project direction.

• Demonstrate an understanding of how your service design work integrates with broader business objectives and technology platforms. Process Documentation:

• Provide examples of how you have documented service design processes and workflows, including user research findings, design decisions, and implementation plans.

• Showcase your ability to create and utilize service blueprints and experience maps as tools for process visualization and communication.

• Include evidence of how you have iterated on processes based on feedback, research, and performance data.

📝 Enhancement Note: For a Service Designer role, a portfolio is critical. The emphasis should be on demonstrating the process of design, not just the final outputs. This includes showing how problems were understood, solutions were developed collaboratively, and impact was measured. The "Process Documentation" section implies a need to show how a structured, repeatable approach is applied.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Service Designer (Consultant) with 5-10 years of experience in Birmingham, UK, the estimated salary range is £55,000 - £75,000 per annum. This range accounts for the required experience, the "Consultant" level, and the cost of living in the West Midlands region.

Benefits:

• Comprehensive health and wellbeing programs, including access to mental health support and wellness initiatives.

• Generous holiday allowance, with opportunities to accrue additional days based on service length.

• Pension scheme with a competitive employer contribution, supporting long-term financial security.

• Professional development opportunities, including access to training, conferences, and certifications relevant to service design and consultancy.

• Opportunities for career progression within Kainos's growing Experience Design capability.

• Flexible working arrangements, with the role being primarily on-site in Birmingham.

• Employee assistance program offering confidential support for personal and professional challenges.

• Potential for performance-related bonuses.

Working Hours: The standard working hours for this role are approximately 40 hours per week. While the role is on-site, Kainos typically offers a degree of flexibility within the working day to accommodate individual needs and team collaboration requirements.

📝 Enhancement Note: The salary estimate is based on general UK market data for similar roles and locations, considering the experience level and the "Consultant" designation. Specific benefits are inferred from typical offerings by large technology and consulting firms in the UK.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting and Digital Services. Kainos operates across multiple sectors, including public services, healthcare, and commercial businesses, providing digital transformation, Workday services, and AI solutions. This diverse industry exposure means operations professionals will encounter varied challenges and opportunities.

Company Size: Kainos is a significant player in the tech industry, employing over 2,000 people. This size offers the stability and resources of a large organization while retaining a sense of community and opportunity for individual impact. For operations professionals, this means established processes but also the potential to influence and improve them.

Founded: Kainos was founded in 1986. With decades of experience, the company has a rich history of innovation and adaptation, demonstrating resilience and a long-term vision. This history suggests a stable environment with established best practices, but also a culture that values evolution and forward-thinking.

Team Structure:

• The Experience Design capability within Kainos is a growing team focused on user-centered design. This team likely comprises various specializations such as Service Designers, UX Designers, UI Designers, and User Researchers.

• The Service Designer (Consultant) will likely report to a Senior Manager or Head of Experience Design and will work within project-based delivery teams.

• Cross-functional collaboration is a cornerstone, with close working relationships expected with project managers, business analysts, developers, QA testers, and client stakeholders. Methodology:

• Kainos emphasizes a "people-first culture" and a commitment to creating "real impact." This suggests a collaborative and supportive environment where individual contributions are recognized.

• The company focuses on "problem solvers, innovators, and collaborators," indicating a proactive and solution-oriented approach to work.

• Service design projects are likely delivered using a blend of methodologies, with a strong leaning towards Agile and user-centered design principles. Data analysis and workflow optimization are inherent to service design.

Company Website: https://careers.kainos.com/gb/en

📝 Enhancement Note: The company description emphasizes innovation, problem-solving, and a people-first culture. This implies that operations professionals will find an environment that values collaboration, continuous improvement, and a focus on delivering tangible value. The "growing Experience Design capability" suggests opportunities for shaping processes and contributing to team growth.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior or Consultant level, indicating a significant degree of autonomy and responsibility. It requires not only the ability to execute service design tasks but also to lead initiatives, influence strategy, and mentor junior team members. Operations professionals at this level are expected to be proactive problem-solvers and strategic thinkers.

Reporting Structure: The Service Designer will likely report into a Head of Experience Design or a similar senior leadership role within the Experience Design practice. They will operate within various project teams, collaborating with diverse functions and stakeholders across different client engagements.

Operations Impact: Service Designers at Kainos have a direct impact on the user experience of digital services that serve millions of people. Their work influences customer satisfaction, operational efficiency, and ultimately, the success and reputation of Kainos and its clients. This role is crucial for ensuring services are not only functional but also desirable, usable, and viable from both a user and business perspective.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific areas of service design, such as service strategy, digital transformation, or accessibility design.

• Leadership Development: Progress into senior consultant or lead roles, managing larger projects, client relationships, and potentially a team of designers. Opportunities to manage, coach, and develop senior members of the team are explicitly mentioned.

• Cross-Functional Expertise: Gain broader understanding of other digital delivery disciplines (e.g., Workday implementation, AI solutions) through project work and internal training.

• Industry Exposure: Work across a variety of sectors (public, healthcare, commercial), broadening industry knowledge and problem-solving capabilities.

• Internal Mobility: Opportunities to move into different roles or practices within Kainos based on career aspirations and business needs.

📝 Enhancement Note: The "Consultant" title and explicit mention of managing and developing "senior members of your team and wider community" suggest a clear path for leadership and mentorship growth, beyond just individual contributor roles. The emphasis on "shaping the future of the service experience" also points to strategic influence as a growth path.

🌐 Work Environment

Office Type: The role is based on-site in Birmingham, UK, within a Kainos office. Kainos offices are typically modern, professional environments designed to foster collaboration and productivity.

Office Location(s): Birmingham, West Midlands, United Kingdom. This location offers good accessibility within a major city with transport links.

Workspace Context:

• The work environment is expected to be collaborative, with opportunities for face-to-face interaction with colleagues, researchers, and potentially clients.

• Access to standard office technology, software, and resources necessary for design work will be provided.

• The emphasis on a "people-first culture" suggests a supportive atmosphere where team members are encouraged to connect and share knowledge.

Work Schedule: The standard working hours are approximately 40 hours per week. While the role is on-site, Kainos often promotes a culture of flexibility, allowing for some adaptation of start and end times to suit personal needs and team coordination, provided work is completed effectively and client/project needs are met.

📝 Enhancement Note: The "on-site" designation is key. This implies a preference for in-person collaboration, which is often beneficial for highly interactive roles like Service Design, where workshops and co-creation are central. The company's culture suggests a positive and supportive office environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess suitability against the role's requirements.

• First Interview: Likely a discussion with a hiring manager or senior member of the Experience Design team to explore your experience, skills, and cultural fit. Be prepared to discuss your approach to service design, your experience with specific methodologies, and your understanding of user-centered design.

• Workshop/Case Study: You may be asked to complete a service design exercise or present a case study from your portfolio. This is an opportunity to demonstrate your practical skills, problem-solving abilities, and how you facilitate and drive outcomes.

• Final Interview: Potentially with a senior leader or client representative to confirm your fit for the role and the company.

Portfolio Review Tips:

• Showcase Process: Clearly articulate the "why" and "how" behind your design decisions. Focus on the journey from problem identification to solution and impact.

• Quantify Impact: Use metrics and data to demonstrate the tangible results of your work. Highlight improvements in user satisfaction, efficiency, or business outcomes.

• Diverse Examples: Include a range of projects that showcase your versatility in different industries or with different types of service design challenges.

• Stakeholder Management: Highlight instances where you successfully managed stakeholders, facilitated workshops, and navigated complex project environments.

• Clarity and Conciseness: Ensure your portfolio is well-organized, easy to navigate, and clearly communicates your contributions and the project's success.

Challenge Preparation:

• Understand the Brief: If given a case study, thoroughly analyze the problem, target audience, and constraints.

• Methodology Application: Be ready to explain which service design methodologies you would apply and why.

• Facilitation Skills: Practice articulating your thought process as if you were facilitating a workshop or presenting to a client.

• Outcome Focus: Emphasize how your proposed solutions will lead to measurable improvements and positive outcomes for users and the business.

📝 Enhancement Note: The emphasis on "delivering end-to-end" and "guiding others" suggests that interviewers will be looking for candidates who can not only design but also lead and influence. Portfolio presentations are crucial for demonstrating practical application of skills.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Tools: Proficiency in tools like Figma, Sketch, Adobe Creative Suite (Illustrator, XD), or similar for creating wireframes, mockups, and prototypes.

• Service Design Specific Tools: Experience with tools for creating service blueprints, experience maps, and user journey maps (e.g., Miro, Mural, Lucidchart, dedicated service design software).

• Collaboration Platforms: Familiarity with platforms like Jira, Confluence, Slack, Microsoft Teams for project management and team communication.

Analytics & Reporting:

• While not a primary focus for a Service Designer, an understanding of how to interpret and utilize data from analytics platforms (e.g., Google Analytics, Amplitude, Hotjar) to inform design decisions is valuable.

• Ability to translate user insights and research findings into actionable design recommendations. CRM & Automation:

• Awareness of how CRM systems (e.g., Salesforce) and marketing automation tools function within a business context, as service design often interfaces with customer relationship management and engagement processes.

• Understanding of how service design can optimize customer journeys that involve these systems.

📝 Enhancement Note: The tools listed are common for design roles. For a Service Designer, the emphasis is on collaboration and visualization tools that facilitate the creation and communication of service blueprints and user journeys.

👥 Team Culture & Values

Operations Values:

• People-First Culture: A strong emphasis on valuing individuals, supporting their growth, and fostering a positive work environment. This means operations professionals should be empathetic, collaborative, and supportive of their colleagues.

• Impact-Driven: A commitment to creating tangible, positive change for users and clients. Operations professionals are expected to focus on delivering measurable results and driving real-world improvements.

• Innovation & Problem-Solving: A culture that encourages creative thinking, exploring new solutions, and tackling complex challenges head-on. Operations roles should be comfortable with ambiguity and proactive in finding solutions.

• Collaboration: Working together effectively across teams and disciplines is paramount. Operations professionals need to be strong communicators and team players, integrating seamlessly with diverse project groups.

• Quality & Excellence: A dedication to delivering high-quality products and services. This translates to meticulous attention to detail in operations processes and a commitment to best practices.

Collaboration Style:

• Cross-Functional Integration: Expect to work closely with diverse teams, including business analysts, developers, researchers, project managers, and client representatives. Seamless integration and effective communication are key.

• Workshop-Centric: A strong reliance on collaborative workshops for ideation, problem-solving, and decision-making. Participants are expected to contribute actively and constructively.

• Open Feedback Culture: A willingness to share and receive constructive feedback is crucial for continuous improvement of both services and individual skills.

• Knowledge Sharing: Encouraging the sharing of insights, learnings, and best practices across the team and wider organization to foster collective growth and efficiency.

📝 Enhancement Note: The company's stated values of "people-first culture" and creating "real impact" are central. For operations professionals, this means a focus on both individual development and the tangible outcomes of their work, underpinned by strong collaborative practices.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Effectively translating user needs and desires into services that are also viable, feasible, and strategically aligned with business objectives and technical limitations.

• Managing Diverse Stakeholder Expectations: Navigating conflicting priorities and perspectives from various stakeholders (clients, internal teams, end-users) to achieve consensus and drive forward progress.

• Demonstrating ROI for Design Initiatives: Clearly articulating and quantifying the business value and return on investment of service design efforts to secure buy-in and resources.

• Adapting to Rapidly Evolving Technologies: Staying abreast of new technologies and digital trends and understanding how they can be leveraged to enhance service experiences.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to delve deeper into specialized areas of service design, such as service strategy, journey mapping at scale, or service innovation.

• Industry Certifications & Training: Access to external training, workshops, and certifications that can enhance expertise in service design, design thinking, and related fields.

• Mentorship Programs: Participation in or delivery of mentorship programs, fostering leadership skills and knowledge transfer within the Experience Design community.

• Cross-Disciplinary Exposure: Learning from and collaborating with experts in areas like Workday implementation, AI, and digital transformation, broadening your understanding of the wider technology landscape.

📝 Enhancement Note: The challenges presented are common in consultancy and service design roles, requiring strong analytical, communication, and problem-solving skills. The growth opportunities highlight a commitment to continuous learning and professional advancement within the field.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a stakeholder who was resistant to a user-centered approach. How did you manage this?" (Focus on communication, empathy, data-driven arguments, and understanding business drivers.)

• "Walk me through your process for creating a service blueprint for a complex service. What were the key challenges and how did you overcome them?" (Demonstrate your systematic approach, attention to detail, and problem-solving skills.)

• "How do you ensure that your service design recommendations are not only user-centric but also commercially viable and technically feasible?" (Showcase your ability to balance user needs with business realities and technical constraints.) Company & Culture Questions:

• "What interests you about Kainos and our approach to digital services?" (Research Kainos's values, projects, and recent work. Align your passion with their mission.)

• "How do you see yourself contributing to our 'people-first culture'?" (Share examples of your collaborative style, mentorship experience, and how you support colleagues.)

• "Describe a project where you had to measure the impact of your service design work. What metrics did you use and what were the results?" (Prepare a concise case study demonstrating your ability to link design to tangible outcomes.) Portfolio Presentation Strategy:

• Storytelling: Structure your case studies as compelling narratives. Clearly outline the problem, your role and approach, the solutions developed, and the measurable impact.

• Visual Aids: Use your service blueprints, journey maps, and other visual artifacts to illustrate your process and findings effectively.

• Interactive Engagement: Be prepared to answer questions about your decisions, methodologies, and how you would adapt your approach to different scenarios.

• Focus on Collaboration: Highlight instances where you worked effectively with teams and stakeholders to achieve outcomes.

📝 Enhancement Note: Interviewers will be looking for candidates who can articulate their process clearly, demonstrate strategic thinking, and show how they drive tangible results. The portfolio presentation is a critical opportunity to showcase these abilities in action.

📌 Application Steps

To apply for this Service Designer position:

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

• Tailor your CV: Highlight experience in service design, design research, design thinking, stakeholder management, and workshop facilitation. Quantify achievements where possible.

• Curate your Portfolio: Select 2-3 strong case studies that clearly demonstrate your end-to-end service design process, methodologies used, and quantifiable outcomes. Ensure it's easily accessible (e.g., via a link).

• Prepare for Interview: Practice articulating your design process, problem-solving approach, and experience with collaborative techniques. Be ready to present a case study from your portfolio.

• Research Kainos: Understand the company's values, industry focus, and recent projects. Consider how your skills and experience align with their mission and 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.

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