Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Version 1

Location: London, Birmingham, Manchester, Newcastle upon Tyne, Edinburgh, Belfast, United Kingdom

Job Type: Full-time

Category: Service Design / GTM Operations

Date Posted: July 24, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Drive strategic service design initiatives to create accessible, efficient, and user-centered end-to-end services.

• Map and analyze current and future service states, aligning digital delivery with policy and operational realities.

• Facilitate workshops and collaborate within multidisciplinary agile teams to define service structures, processes, and user journeys.

• Champion inclusive and evidence-led design principles, translating complex ideas into actionable direction for stakeholders and teams.

• Contribute to the growth of a 15+ strong Service Design community within the Transformation Design Group (TDG).

📝 Enhancement Note: While the role is titled "Service Designer," its focus on shaping end-to-end services, aligning digital delivery with operations, and working within a GTM context (Transformation Design Group) positions it closely with Go-To-Market (GTM) Operations and strategic operational design principles. The emphasis on cross-functional collaboration, process definition, and driving measurable impact aligns with core operations functions.

📈 Primary Responsibilities

• Lead the discovery, design, and delivery of services across their full lifecycle, from initial concept to live operation.

• Develop and utilize service blueprints, journey maps, and other artefacts to visualize complex systems and communicate design intent to diverse audiences.

• Facilitate and drive impactful workshops with stakeholders and cross-functional teams to achieve alignment, clarity, and decision-making.

• Collaborate closely with user researchers, content designers, interaction designers, product managers, business analysts, and technical leads in agile multidisciplinary teams.

• Synthesize research findings, performance data, and operational insights to inform service design decisions and measure success against defined KPIs.

• Champion accessibility, inclusivity, and sustainability throughout the service design process, ensuring solutions meet the needs of all users.

• Coach and mentor teams on user-centred design principles and practices, fostering a culture of continuous improvement and evidence-led decision-making.

• Navigate complex stakeholder landscapes, manage expectations, and foster strong, trusted partnerships with clients and internal teams.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design and operational execution. The expectation to "align digital delivery with policy and operational realities" and "design and deliver services that improve people's lives" indicates a strong focus on practical, impactful outcomes that directly support business and user objectives, aligning with GTM operations' focus on efficiency and effectiveness.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, HCI, Information Science, or a related field is often preferred. Equivalent practical experience will be strongly considered.

Experience: Proven experience in a Service Design role, with a strong portfolio demonstrating successful application of service design fundamentals to drive measurable impact on real-world services. Experience in consulting or agency environments is beneficial.

Required Skills:

• Deep understanding and practical application of Service Design methodologies (e.g., service blueprinting, journey mapping, user flows).

• Proficiency in user-centered design (UCD) principles and practices.

• Strong facilitation skills for workshops, co-creation sessions, and stakeholder meetings.

• Strategic thinking capability to design scalable, sustainable services that address complex systemic challenges.

• Excellent communication and presentation skills, with the ability to articulate complex ideas simply and adapt to various audiences.

• Demonstrated ability to use research and insight (qualitative and quantitative data) to inform design decisions.

• Experience working collaboratively within agile, multidisciplinary teams.

• Commitment to inclusive and accessible design principles.

• Ability to manage ambiguity and guide teams toward clear direction. Preferred Skills:

• Experience working within environments aligned with SFIA (Skills Framework for the Information Age) or DDaT (Digital, Data and Technology) frameworks.

• Familiarity with common GTM operations tools and processes (e.g., CRM, marketing automation, sales enablement platforms, analytics suites).

• Experience with data analysis and interpretation to guide service improvements.

• Understanding of digital transformation initiatives and their operational implications.

• Knowledge of cloud technologies and partnerships (AWS, Microsoft, Oracle) relevant to Version 1's core business.

📝 Enhancement Note: The "preferred skills" section infers a potential need for understanding GTM operations technology and frameworks (SFIA, DDaT) as these are often relevant in client-facing transformation projects. The mention of Version 1's tech partnerships suggests an advantage for candidates familiar with how service design integrates with technology implementation.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects, from discovery to delivery, detailing your specific role and contributions.

• Include clear examples of service blueprints, user journey maps, and other key service design artefacts.

• Demonstrate how you used research, data, and stakeholder input to inform design decisions and drive outcomes.

• Highlight projects that emphasize accessibility, inclusivity, and measurable impact on user experience and operational efficiency.

• Provide context on the problem, your approach, the solutions designed, and the results achieved, with a focus on quantifiable improvements. Process Documentation:

• Evidence of documenting current and future state service processes using established methodologies.

• Examples of defining and optimizing workflows, structures, and user journeys for complex services.

• Documentation illustrating how data and performance metrics were used to iterate on and improve service designs post-launch.

📝 Enhancement Note: For a Service Designer role with operational implications, a portfolio is critical. It should not only showcase design artifacts but also demonstrate a structured approach to problem-solving, process mapping, and the ability to translate strategy into tangible, efficient service delivery. The emphasis on "measurable impact" and "operational efficiency" aligns with operations expectations.

💵 Compensation & Benefits

Salary Range: Based on similar Service Designer roles in major UK cities (London, Birmingham, Manchester, etc.) and considering the mid-to-senior experience level implied (5-10 years), an estimated salary range would be £55,000 - £85,000 per annum. This range can vary based on specific location, candidate experience, and the exact scope of responsibilities.

Benefits:

• Quarterly Performance-Related Profit Share Scheme: A share of the company's profits distributed quarterly.

• Comprehensive Career Progression & Mentorship: Including "Strength in Balance" and "Leadership" schemes, plus a dedicated quarterly "Pathways Career Development" program.

• Flexible Working: Offering flexibility to support work-life balance, including remote work options.

• Financial Wellbeing: Version 1 Pension with a 5% employee-matched contribution, Private Healthcare Cover, Life Assurance, Financial advice, and an Employee Discount scheme.

• Employee Wellbeing: Gym Discounts, Bike to Work scheme, Fitness classes, Mindfulness Workshops, and an Employee Assistance Programme.

• Generous Leave: 24 days holiday allowance plus Public Holidays, enhanced maternity/paternity leave, marriage/civil partnership leave, and special leave policies.

• Educational Support: Incentivised certifications and accreditations (e.g., AWS, Microsoft, Oracle, Red Hat) and general educational assistance.

• Recognition Schemes: Version 1's Annual Excellence Awards & quarterly Star Awards.

• Community Engagement: Opportunities to get involved in Environment, Social, and Community First initiatives.

Working Hours: Standard full-time working hours are implied, likely around 35-40 hours per week, with flexibility offered.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for Service Designers in the UK, factoring in the specified locations and the implied experience level. The comprehensive benefits package is detailed in the "Additional Information" section of the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Transformation Solutions, with a strong focus on partnerships with global technology leaders such as Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake.

Company Size: 3300+ employees, a £350m/€300m revenue business, indicating a substantial and established organization with significant market presence.

Founded: Over 30 years in business, highlighting stability, deep expertise, and a long-standing reputation in the market.

Team Structure:

• Part of the Digital, Data and Cloud capability.

• Specifically within the Transformation Design Group (TDG).

• The Service Design community within TDG consists of 15+ professionals.

• TDG tackles complex, systemic challenges, embedding user-centred design principles.

• Collaboration is central, with multidisciplinary teams working across the full service lifecycle. Methodology:

• User-centred design principles are core to their approach.

• Emphasis on research, evidence, and data-driven insight to break down complex challenges.

• Adoption of agile methodologies for iterative delivery.

• Fostering an environment of trust, psychological safety, and a shared sense of purpose with a strong no-blame culture.

• Valuing diversity of background, identity, experience, and thought.

Company Website: https://www.version1.com/

📝 Enhancement Note: Version 1's culture emphasizes values, employee investment, and a strong commitment to diversity and inclusion, as evidenced by their "Great Place to Work" accolades. The TDG and Service Design community context suggests a relatively mature and collaborative environment for design and transformation professionals.

📈 Career & Growth Analysis

Operations Career Level: This role represents a Mid-Senior level position within the Service Design discipline, positioned within a strategic group (TDG). It requires significant autonomy and the ability to lead design initiatives, influence stakeholders, and drive tangible outcomes. The role is more than just design execution; it involves shaping strategy and operationalizing designs.

Reporting Structure: The Service Designer reports into the Transformation Design Group (TDG) within the Digital, Data and Cloud capability. The specific reporting line would likely be to a Head of Design or a Senior Service Design Lead within TDG. Collaboration will be across various project teams and with clients.

Operations Impact: Service Designers at Version 1 have a direct impact on the efficiency, accessibility, and effectiveness of services delivered to clients and end-users. By shaping end-to-end processes and aligning digital solutions with operational realities, they contribute to client success, digital transformation goals, and measurable improvements in user experience and operational costs. Their work underpins successful GTM strategies by ensuring the services supporting products and clients are robust and user-friendly.

Growth Opportunities:

• Specialization: Deepen expertise in specific service design areas (e.g., public sector, enterprise digital transformation) or cross-skill into related disciplines like UX research, product management, or business analysis.

• Leadership: Progress to Senior Service Designer, Lead Service Designer, or Head of Service Design roles, managing teams and strategic design portfolios.

• Client Engagement: Develop expertise in client relationship management and strategic consulting, leading major transformation projects.

• Skill Development: Continuous learning through Version 1's extensive professional development programs, including incentivised certifications (AWS, Microsoft, Oracle, Red Hat) and mentorship.

• Cross-functional Impact: Opportunity to influence broader GTM and digital strategy through the design and implementation of critical services.

📝 Enhancement Note: The role is positioned for individuals who can operate strategically and influence operational outcomes, making it a key player in GTM transformation efforts. Growth opportunities are clearly defined, emphasizing progression within design leadership or broader consulting roles.

🌐 Work Environment

Office Type: Hybrid work model, implying a blend of remote work and in-office presence. Version 1 emphasizes understanding and flexibility for employee circumstances, suggesting a supportive environment.

Office Location(s): Multiple major cities across the UK (London, Birmingham, Manchester, Newcastle upon Tyne, Edinburgh, Belfast), offering geographic flexibility for candidates.

Workspace Context:

• Collaborative environment within multidisciplinary agile teams.

• Access to a strong Service Design community (15+ professionals) for knowledge sharing and support.

• Potential for client site visits and on-location work depending on project needs.

• Emphasis on psychological safety and trust, fostering an open environment for design exploration and problem-solving.

• Likely equipped with standard collaborative office tools and digital design software.

Work Schedule: Standard full-time schedule, with a strong emphasis on flexibility to accommodate individual needs and promote work-life balance.

📝 Enhancement Note: The hybrid model and multiple office locations offer significant flexibility. The emphasis on a supportive and collaborative workspace, combined with a strong design community, suggests an environment conducive to innovation and professional development for operations-focused designers.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess experience, skills, and cultural fit.

• First Interview: Likely with a hiring manager or senior member of the TDG to discuss experience, approach to service design, and motivation for the role. Preparation for this stage should focus on articulating your service design philosophy and specific project examples.

• Workshop/Case Study: A practical exercise, potentially involving a service design challenge or a presentation of your portfolio. This will assess your strategic thinking, problem-solving abilities, collaboration skills, and ability to articulate design decisions. Focus on clearly explaining your process, rationale, and the impact of your work.

• Final Interview: May involve meeting with more senior leadership, discussing your fit within the broader Digital, Data and Cloud capability, and confirming alignment with Version 1's values.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by project type or impact. Clearly delineate your individual contribution versus team efforts.

• Storytelling: For each project, tell a compelling story: the problem, your approach, key artefacts, challenges, solutions, and crucially, the measurable outcomes and impact.

• Process Emphasis: Clearly articulate the service design methodologies and tools you employed, explaining why you chose them.

• Operations Integration: Where possible, highlight how your designs considered operational constraints, efficiency, scalability, and alignment with business objectives.

• Conciseness: Be prepared to walk through key aspects of your portfolio efficiently, focusing on the most relevant examples for this role.

Challenge Preparation:

• Frameworks: Revisit core service design frameworks (e.g., Double Diamond, Lean Service Creation) and be ready to apply them.

• Stakeholder Management: Prepare examples of how you've managed difficult stakeholders or navigated conflicting priorities in design projects.

• Data-Driven Design: Think about how you've used data (user research, analytics, operational metrics) to inform your design decisions and measure success.

• Company Alignment: Research Version 1's clients, their industry focus, and common challenges in digital transformation to tailor your responses.

📝 Enhancement Note: The interview process is designed to assess not just design skills but also strategic thinking, collaborative ability, and practical application of service design principles in a client-facing, operational context. A strong portfolio that demonstrates measurable impact is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma, Sketch, Adobe Creative Suite, Miro, Mural (for collaboration and ideation).

• Journey Mapping & Blueprinting Tools: Dedicated software or collaborative whiteboarding tools.

• User Research Tools: Survey platforms (e.g., SurveyMonkey, Typeform), user interview tools, usability testing platforms.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (for understanding user behaviour on digital services).

• BI Tools: Tableau, Power BI (potentially used by clients or internal teams for broader service performance monitoring).

• Feedback Mechanisms: Tools for collecting and analyzing user feedback.

CRM & Automation:

• CRM Systems: Salesforce, Microsoft Dynamics (understanding how services interact with CRM is beneficial, especially in client-facing roles).

• Project Management: Jira, Asana, Trello (for agile team workflow management).

• Collaboration Suites: Microsoft 365, Google Workspace.

📝 Enhancement Note: While specific tools are not listed, the general categories highlight the need for proficiency in design, collaboration, research, and analytical tools. Candidates should be prepared to discuss their experience with common tools used in digital transformation and client service delivery, which often intersect with GTM operations technology.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: Deeply embedding user needs and organizational realities into service design.

• Collaboration & Teamwork: Working as "one team" with clients and multidisciplinary internal teams, fostering trust and psychological safety.

• Evidence-Led Decision Making: Utilizing research, data, and insights to guide design choices and measure impact.

• Inclusivity & Accessibility: Championing designs that are accessible and cater to a diverse range of users by default.

• Continuous Improvement: Iteratively designing and delivering services, learning from data and feedback.

• Integrity & Values Driven: Operating with core values that guide decision-making and professional conduct.

Collaboration Style:

• Highly collaborative, working within agile, multidisciplinary teams.

• Facilitative leadership, guiding teams and stakeholders through structured thinking processes.

• Co-creation with clients and internal partners to build trusted relationships.

• Open communication and a willingness to share knowledge and insights within the Service Design community and project teams.

• Embracing a "no-blame" culture to encourage experimentation and learning.

📝 Enhancement Note: The emphasis on collaboration, user-centricity, and evidence-based decision-making aligns directly with best practices in GTM operations and strategic design. The "no-blame" culture and focus on psychological safety are key indicators of a healthy, innovative work environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Stakeholder Landscapes: Balancing diverse needs and priorities from clients, internal teams, and end-users.

• Translating Ambiguity into Clarity: Guiding teams and projects when the path forward is not immediately obvious, requiring strong facilitation and synthesis skills.

• Driving Measurable Impact: Ensuring service designs translate into tangible improvements in efficiency, user satisfaction, and business outcomes, and effectively measuring this impact.

• Embedding User-Centred Practices: Championing these principles within client organizations and ensuring they are adopted and sustained.

• Keeping Pace with Evolving Technologies: Integrating new technologies and digital trends into service designs effectively.

Learning & Development Opportunities:

• Formal Training: Access to Version 1's extensive professional development programs, including leadership and mentorship schemes.

• Certifications: Incentivised opportunities to gain accreditations from key technology partners like AWS, Microsoft, and Oracle.

• Industry Exposure: Potential to work with prestigious organizations and tackle diverse, complex challenges.

• Community of Practice: Learning from and contributing to a strong internal community of 15+ Service Designers, sharing best practices and insights.

• Mentorship: Opportunities for both receiving and providing mentorship, fostering career growth and knowledge transfer.

📝 Enhancement Note: The challenges presented are typical for senior design roles involved in transformation, requiring resilience, strategic thinking, and strong interpersonal skills, all of which are valuable in operations contexts. The growth opportunities are robust, offering clear paths for skill enhancement and career progression.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service for a complex, ambiguous problem. What was your approach, and what was the outcome?" (Focus on your process, how you brought clarity, and the impact.)

• "How do you ensure inclusivity and accessibility are embedded into your service designs from the outset?" (Highlight specific methods, tools, and considerations.)

• "Walk me through a service blueprint or journey map you've created. What insights did it reveal, and how did it influence the service design?" (Be ready to present and discuss your artefacts.)

• "How do you balance user needs with organizational constraints and policy realities when designing a service?" (Demonstrate pragmatism and strategic thinking.) Company & Culture Questions:

• "Why are you interested in Service Design at Version 1, and specifically within the Transformation Design Group?" (Research Version 1's clients, projects, and values.)

• "How do you foster collaboration within multidisciplinary teams and with clients?" (Provide examples of your facilitation and stakeholder management skills.)

• "Describe a situation where you had to influence stakeholders who were resistant to a user-centred approach." (Showcase your communication and negotiation skills.) Portfolio Presentation Strategy:

• Selectivity: Choose 2-3 projects that best represent your end-to-end service design capabilities and demonstrate impact.

• Narrative: Frame each project with a clear problem, your unique contribution, the design process, key artefacts, challenges, and quantifiable results.

• Operations Link: Explicitly connect your design decisions to operational efficiency, scalability, or business outcomes where possible.

• Visuals: Use high-quality visuals of your artefacts (blueprints, maps, etc.) and be prepared to explain them clearly.

• Q&A Readiness: Anticipate questions about your process, trade-offs, and the impact of your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, practical application, and an understanding of how service design integrates with operational delivery and client success. A strong portfolio presentation is key to showcasing these capabilities.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on jobs.smartrecruiters.com.

• Tailor Your CV: Highlight experience in service design, user-centred design, journey mapping, service blueprinting, stakeholder management, and agile methodologies. Quantify achievements where possible, focusing on impact on user experience and operational efficiency.

• Curate Your Portfolio: Ensure your portfolio clearly showcases end-to-end service design projects, detailing your specific role, process, artefacts, and measurable outcomes. Focus on projects that demonstrate strategic thinking and operational integration.

• Prepare for Case Studies: Be ready to discuss your approach to service design challenges, including how you would map current states, identify pain points, and design future-state services, considering operational realities.

• Research Version 1: Understand their client base, technology partnerships, and company values. Prepare to articulate why you are a good fit for their culture and the Transformation Design Group.

⚠️ 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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