Service Designer (Public)

📍 Job Overview

Job Title: Service Designer (Public)

Company: Kainos

Location: Birmingham, United Kingdom

Job Type: Full-time

Category: Service Design / User Experience Operations

Date Posted: November 5, 2026

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

Remote Status: On-site

🚀 Role Summary

• Lead the delivery of end-to-end, efficient, and consistent service experiences for public sector clients, focusing on user-centered design principles.

• Advocate for and guide teams in the adoption of needs-based design, design research, design thinking, and service design methodologies.

• Manage, coach, and develop junior team members, fostering their career progression and performance within the Experience Design capability.

• Facilitate workshops using diverse techniques to drive project outcomes and influence the future direction of service experiences.

• Collaborate closely with researchers and wider teams to create essential artifacts like experience maps and service blueprints.

📝 Enhancement Note: This role is framed as a "Service Designer (Consultant)" within Kainos's "Experience Design capability," indicating a strong client-facing and advisory component. The emphasis on "public sector" clients suggests a need for understanding government digital service standards and user needs within that context. The "5-10 years" implied experience level points to a mid-to-senior individual contributor role with potential for team leadership.

📈 Primary Responsibilities

• Deliver end-to-end service experiences, ensuring efficiency, consistency, and alignment with user needs and business objectives.

• Provide strategic input and influence the future direction and evolution of public sector service offerings.

• Champion and disseminate best practices in needs-based design, design research, design thinking, and service design across project teams and the wider organization.

• Coach and mentor junior designers and other team members, focusing on performance management and career development within the Experience Design team.

• Design, lead, and facilitate effective workshops using a variety of proven techniques to achieve specific project outcomes and strategic goals.

• Collaborate with user researchers to develop comprehensive experience maps and detailed service blueprints, visualizing the entire user journey and service touchpoints.

• Apply a range of strategic models and business analysis techniques to clearly define problem statements and service requirements.

• Effectively manage stakeholders, identifying their needs, facilitating communication, and mapping the stakeholder landscape to ensure alignment and buy-in.

• Demonstrate strong commercial awareness, understanding the business implications and value of service design decisions.

• Contribute to the development and growth of the Experience Design capability at Kainos, sharing knowledge and best practices.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on design work, strategic influence, and people management, typical of a senior consultant role. The explicit mention of "public sector" implies a need to navigate complex organizational structures, regulatory environments, and diverse user groups common in government digital transformation projects.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Design, Human-Computer Interaction (HCI), Psychology, Business, or a related field is implied. The emphasis is on practical application of design principles rather than formal education alone.

Experience: Proven experience in service design, with a strong portfolio showcasing end-to-end service delivery and user-centered design projects. Experience in consulting or agency environments, particularly within the public sector, is highly desirable.

Required Skills:

• Service Design: Deep understanding and practical application of service design principles, methodologies, and frameworks.

• Design Research & Design Thinking: Proficiency in conducting user research, applying design thinking processes, and translating insights into actionable design strategies.

• Needs-Based Design: Strong ability to define and design services based on genuine user needs and pain points.

• Experience Mapping & Service Blueprints: Competence in creating detailed experience maps and service blueprints to visualize service ecosystems.

• Workshop Facilitation: Proven ability to design, lead, and facilitate impactful workshops for diverse audiences.

• Stakeholder Management: Expertise in identifying, engaging, and managing stakeholders at all levels, ensuring effective communication and alignment.

• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and persuasively to various audiences.

• Coaching & Development: Demonstrated ability to coach, mentor, and develop junior team members, focusing on performance and career growth.

• Commercial Awareness: A solid understanding of business principles and the commercial implications of design decisions.

• Problem Statement Formulation: Ability to leverage business analysis skills to define clear and concise problem statements.

Preferred Skills:

• Experience working in a full-service digital agency.

• Familiarity with Agile delivery methodologies and working within Agile teams.

• Experience with strategic modeling and applying various strategic frameworks.

• Understanding of business analysis principles to inform problem statements.

📝 Enhancement Note: The required skills are heavily skewed towards practical, hands-on design and facilitation capabilities, with a strong emphasis on communication and people development. The preferred skills indicate an advantage for candidates who can integrate into existing delivery frameworks and have agency experience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Detailed examples of end-to-end service design projects, clearly outlining the problem, your role, the methodologies used (e.g., design research, design thinking), and the tangible outcomes.

• Experience Maps & Service Blueprints: Visual artifacts demonstrating your ability to map complex service journeys and operational flows.

• Workshop Outputs: Evidence of facilitated workshops, including key insights, decisions made, and how these contributed to project progress.

• User Research Synthesis: Examples of how user research was translated into design decisions and service improvements.

• Stakeholder Management Examples: Demonstration of how you managed stakeholder expectations and facilitated collaboration.

Process Documentation:

• Showcase understanding of documenting service design processes, from initial research and ideation through to implementation and iteration.

• Ability to articulate the rationale behind chosen methodologies and how they were adapted to specific project contexts.

• Demonstrate how you measure and communicate the impact of service design interventions.

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. It should not just showcase final outputs but the process of arriving at those outputs, emphasizing user-centricity, collaboration, and measurable impact. Focus on demonstrating your ability to navigate complex service ecosystems.

💵 Compensation & Benefits

Salary Range: Based on the role level (Mid-Senior/Consultant), location (Birmingham, UK), and industry (Technology/Consulting for the Public Sector), a competitive salary range is estimated between £50,000 - £70,000 per annum. This range is an estimate and will depend on the candidate's specific experience, qualifications, and the outcome of the interview process.

Benefits:

• Comprehensive Health Coverage: Likely includes private medical insurance, dental, and vision care.

• Pension Scheme: A robust employer-contributed pension plan.

• Generous Annual Leave: A competitive holiday allowance, potentially with options to buy more.

• Professional Development: Opportunities for training, certifications, conferences, and continuous learning in design methodologies and technologies.

• Work-Life Balance Initiatives: Support for flexible working arrangements where feasible, and a culture that values employee well-being.

• Employee Assistance Program: Confidential support services for personal and professional challenges.

• Life Assurance: Financial protection for your beneficiaries.

Working Hours: The role specifies 40 hours per week, typical for a full-time position. While the primary work location is on-site in Birmingham, Kainos often supports flexible working arrangements where client needs and project demands allow, though this is not a remote role.

📝 Enhancement Note: Salary estimates are benchmarked against similar Service Designer/Consultant roles in the UK technology and consulting sector, considering the public sector focus which can sometimes influence compensation. Kainos is a large, established company, so benefits are expected to be comprehensive and competitive.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Digital Transformation Consulting. Kainos specializes in providing digital services for public sector organizations and delivering Workday solutions.

Company Size: Large enterprise (implied by "growing capability" and established presence). Kainos has over 2,500 employees globally.

Founded: 1989. Kainos has a long history in technology, evolving to become a leader in digital transformation.

Team Structure:

• The Service Designer will be part of the "growing Experience Design capability," suggesting a dedicated team of designers.

• This team likely operates within larger project teams, collaborating with developers, business analysts, project managers, and client stakeholders.

• Reporting structure will likely involve a Lead Designer or Head of Experience Design, with the Service Designer responsible for coaching junior members. Methodology:

• Kainos emphasizes "user-centred design" and "needs-based design," indicating a strong commitment to understanding and serving user needs.

• The company embraces "design thinking" and "service design" as core principles for creating impactful digital services.

• Collaboration is key, with a focus on cross-functional teamwork and open communication.

• Agile delivery methodologies are a preferred working style, promoting iterative development and flexibility.

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

📝 Enhancement Note: Kainos's culture is described as "people-first," valuing ideas, growth, and contribution. For operations professionals, this translates to an environment that supports learning, collaboration, and the application of best practices in a client-focused setting. The public sector focus means a mission-driven approach is likely valued.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level, functioning as a Service Designer (Consultant). It requires a solid foundation in service design principles and the ability to lead and influence. The role also carries responsibilities for coaching and developing junior staff, indicating a step towards leadership.

Reporting Structure: The Service Designer will report into a more senior member of the Experience Design team (e.g., Lead Service Designer, Head of Experience Design) and will work within client project teams, collaborating with a range of disciplines including business analysts, developers, project managers, and client representatives.

Operations Impact: As a Service Designer, the impact is direct on the quality, usability, and effectiveness of digital services delivered to public sector clients. This role influences how citizens or end-users interact with government services, aiming for improved efficiency, satisfaction, and accessibility. The success of digital transformation initiatives heavily relies on the quality of service design.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as public sector digital transformation, ethical design, or accessibility standards.

• Leadership: Progress into Lead Service Designer roles, managing larger teams, more complex projects, and client relationships.

• Cross-functional Expertise: Develop broader skills in related areas like UX strategy, product management, or business analysis within the public sector context.

• Mentorship: Continue to develop coaching and mentoring skills, becoming a key figure in talent development within Kainos.

• Strategic Influence: Take on more strategic responsibilities, contributing to Kainos's service design methodologies and client engagement strategies.

📝 Enhancement Note: The career path for a Service Designer at a firm like Kainos is typically one of increasing responsibility, specialization, and leadership. The "consultant" title suggests a trajectory towards client advisory and strategic input, moving beyond pure execution.

🌐 Work Environment

Office Type: The role is designated as "On-site," indicating a traditional office-based work environment. This suggests a physical workspace designed for collaboration, client meetings, and focused individual work.

Office Location(s): The primary listed location is Birmingham, United Kingdom. Kainos also lists Belfast, United Kingdom as an alternative location, suggesting that candidates may be considered for either, or that travel between sites might be a possibility depending on project needs.

Workspace Context:

• Collaborative Spaces: The office environment likely features meeting rooms, breakout areas, and open-plan workspaces conducive to team collaboration and workshop facilitation.

• Tools & Technology: Access to standard office equipment, high-speed internet, and potentially specialized software for design and collaboration.

• Team Interaction: Frequent opportunities for face-to-face interaction with colleagues from various disciplines, fostering a strong sense of team and shared purpose. Client meetings may also take place at the office.

Work Schedule: A standard 40-hour work week is expected. While the role is on-site, Kainos may offer some flexibility in start/end times, provided project deadlines and client needs are met. The emphasis on "delivering end-to-end service experiences" suggests a results-oriented approach where focus is on outcomes rather than strict hour-by-hour tracking.

📝 Enhancement Note: The "On-site" designation is crucial. Candidates should expect to work primarily from the Birmingham office. The mention of Belfast as an alternative location might imply some flexibility or an understanding that roles could be based there, but Birmingham is the primary stated location.

📄 Application & Portfolio Review Process

Interview Process:

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

• First Interview: Likely with a hiring manager or senior member of the Experience Design team. This will focus on your experience, understanding of service design principles, and suitability for the role and Kainos's culture. Expect questions about your portfolio.

• Workshop Exercise / Case Study: You may be asked to prepare and deliver a short presentation or participate in a simulated workshop exercise to demonstrate your facilitation, problem-solving, and design thinking skills. This is a critical part of assessing your practical abilities.

• Final Interview: Potentially with a more senior leader, focusing on strategic thinking, commercial awareness, and long-term career aspirations within Kainos.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest projects that best showcase end-to-end service design, user-centered methodologies, and positive impact, ideally with public sector relevance.

• Tell a Story: For each project, clearly articulate the problem, your specific role and contributions, the design process (research, ideation, prototyping, testing), challenges faced, and measurable outcomes.

• Highlight Process: Emphasize how you arrived at your solutions, not just the final deliverables. Showcase your use of experience maps, service blueprints, and workshop outputs.

• Quantify Impact: Where possible, use data and metrics to demonstrate the success of your service design interventions (e.g., improved user satisfaction, reduced service time, increased adoption rates).

• Prepare to Discuss: Be ready to talk through every aspect of your portfolio, answer in-depth questions about your decisions, and defend your approach.

Challenge Preparation:

• Understand the Context: Research Kainos's work in the public sector and their approach to digital transformation.

• Practice Facilitation: Rehearse leading a short, hypothetical workshop, focusing on clear objectives, active listening, and guiding participants to outcomes.

• Design Thinking Scenarios: Be prepared to discuss how you would approach a common public service challenge using design thinking.

• Articulate Your Value: Clearly explain how your skills and experience align with Kainos's values and the requirements of the Service Designer role.

📝 Enhancement Note: The interview process for a design role, especially at a consultancy, will heavily rely on a portfolio and practical demonstration of skills. Candidates should prepare to be challenged on their methodology, problem-solving, and communication abilities.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: While not explicitly listed, proficiency with tools like Figma, Sketch, Adobe XD, or similar for wireframing, prototyping, and visual design is expected.

• Collaboration Platforms: Familiarity with tools like Miro, Mural, or similar for remote/hybrid workshop facilitation and collaborative ideation.

• Documentation & Project Management: Tools such as Jira, Confluence, Trello, or Asana for tracking progress, documenting findings, and managing tasks.

Analytics & Reporting:

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

• Data Analysis Tools (Basic): Ability to interpret data from analytics platforms (e.g., Google Analytics, Adobe Analytics) to inform design decisions, though deep expertise in these may lie with dedicated analysts.

CRM & Automation:

• While not a primary focus for this role, an understanding of how CRM systems and automation tools impact customer journeys and service delivery can be beneficial, especially in understanding the broader service ecosystem.

📝 Enhancement Note: The technology stack for a Service Designer is primarily focused on collaboration, ideation, prototyping, and research. The emphasis is on the application of these tools to facilitate the design process and communicate findings, rather than deep technical expertise in enterprise software.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value, driving all design decisions to ensure services meet user needs effectively and ethically.

• Collaboration: Strong emphasis on working together across disciplines and with clients to achieve shared goals.

• Impact & Quality: A commitment to delivering high-quality, impactful digital services that make a real difference.

• Innovation & Problem-Solving: Encouraging creative approaches to tackle complex challenges within the public sector.

• Continuous Improvement: A culture that values learning, feedback, and iterative enhancement of services and processes.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with business analysts, developers, project managers, and client teams is essential.

• Open Communication: Encouraging honest feedback, constructive criticism, and transparent dialogue.

• Knowledge Sharing: A culture that promotes sharing best practices, learnings, and insights across the team and wider organization.

• Client Partnership: Working closely with clients as trusted advisors, ensuring their objectives are met while advocating for user needs.

📝 Enhancement Note: Kainos's stated values of "people-first," "collaboration," and "real impact" are directly reflected in the team's culture. For operations professionals, this means an environment that values their contributions, encourages teamwork, and focuses on delivering tangible results for clients.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Complexity: Understanding and designing for diverse user needs, bureaucratic processes, and legacy systems within public sector organizations.

• Balancing User Needs with Business Constraints: Effectively mediating between user desires, technical feasibility, budget limitations, and organizational policies.

• Driving Adoption of Design Principles: Influencing stakeholders and teams who may not be fully familiar with or convinced by user-centered design and service design methodologies.

• Measuring Impact: Developing robust methods to track and demonstrate the value and impact of service design interventions in the public sector context.

Learning & Development Opportunities:

• Specialized Training: Access to training in advanced service design techniques, public sector digital standards, and emerging design trends.

• Industry Conferences: Opportunities to attend relevant conferences and events to stay abreast of industry best practices and network.

• Mentorship Programs: Formal and informal mentorship opportunities with senior designers and leaders within Kainos.

• Diverse Project Exposure: Working on a variety of public sector projects to broaden experience and skill sets.

• Certifications: Support for obtaining industry-recognized certifications in design, Agile, or related fields.

📝 Enhancement Note: The challenges are typical for consultants working in the public sector, emphasizing the need for adaptability, strong communication, and resilience. Growth opportunities are geared towards deepening expertise and advancing within the firm's consulting structure.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you've designed end-to-end. What were the key challenges, and how did you overcome them using service design principles?" (Focus on your process, decision-making, and outcomes).

• "How do you ensure user needs are met while balancing business objectives and technical constraints in a public sector context?" (Demonstrate your ability to integrate user advocacy with practical realities).

• "Walk us through a time you had to influence a skeptical stakeholder about the value of user research or design thinking. What was your approach, and what was the result?" (Highlight your communication and persuasion skills). Company & Culture Questions:

• "What interests you about working for Kainos, specifically within our public sector digital services?" (Research Kainos's public sector work and align your interests).

• "How do you approach coaching and developing junior members of a design team?" (Showcase your leadership potential and commitment to team growth).

• "Describe your experience working with Agile delivery teams. How do you integrate service design into an Agile workflow?" (Demonstrate your understanding of common delivery methodologies). Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear problem-solution-impact structure.

• Emphasize Your Role: Be specific about your contributions and decision-making. Use "I" statements.

• Show, Don't Just Tell: Use visuals (experience maps, blueprints, key wireframes) to illustrate your points.

• Be Ready for Deep Dives: Anticipate questions about your methodology, trade-offs, and the reasoning behind your design choices.

• Connect to Kainos: Briefly explain how your experience and approach align with Kainos's values and the specific requirements of this role.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical application of service design skills, strong communication, stakeholder management, and an understanding of the public sector environment. A well-prepared portfolio presentation is critical.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided Workday link.

• Tailor Your Resume: Highlight experience with service design, design research, design thinking, and workshop facilitation, using keywords from the job description. Quantify achievements where possible.

• Prepare Your Portfolio: Curate 2-3 strong case studies that demonstrate your end-to-end service design process, user-centered approach, and measurable impact. Ensure it's easily accessible (e.g., a personal website or PDF).

• Research Kainos: Understand their work in the public sector, their company culture, and their approach to digital transformation.

• Practice Your Pitch: Rehearse your portfolio walkthrough and be ready to discuss specific examples of your work and how you would approach common design challenges.

⚠️ 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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