Service Designer, Welsh Desirable (Closing Date 17/09/26)

📍 Job Overview

Job Title: Service Designer

Company: Careers Wales

Location: Multiple locations across Wales (Cardiff, Abergavenny, Aberystwyth, Ammanford, Bangor, Barry, Blackwood, Brecon, Bridgend, Carmarthen, Chepstow, Cross Hands, Cwmbran, Ebbw Vale, Haverfordwest, Holyhead, Llandudno, Llanelli, Merthyr Tydfil, Neath, Newport, Newtown, Pontypridd, Port Talbot, Porthmadog, Deeside, Rhyl, Swansea, Wrexham)

Job Type: Full-Time, Permanent

Category: Service Design / User Experience / Operations Improvement

Date Posted: 2026-09-03

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

Remote Status: Hybrid (implied due to multiple office locations and agile working)

🚀 Role Summary

• Lead strategic and operational change initiatives within a public sector organization focused on careers guidance and coaching services.

• Design and improve end-to-end service journeys, ensuring they are seamless, inclusive, and bilingual, meeting both user needs and organizational objectives.

• Utilize user insight, evidence, and established service design methodologies to drive transformation and enhance service delivery across Wales.

• Collaborate effectively with internal colleagues and external stakeholders to influence decision-making and foster continuous improvement in public services.

📝 Enhancement Note: This role is situated within a government-funded subsidiary focused on essential public services. The emphasis on "strategic and operational change," "service journeys," and "user insight" strongly indicates a focus on improving the efficiency, accessibility, and effectiveness of Careers Wales' offerings. The "Welsh Desirable" requirement and the commitment to bilingual service delivery are critical components of the operational strategy. The hybrid work arrangement is inferred from the multiple specified office locations across Wales and the mention of "agile working."

📈 Primary Responsibilities

• Drive the design and implementation of improved service delivery models, ensuring alignment with organizational goals and user needs.

• Conduct comprehensive user research, data analysis, and stakeholder consultations to inform service design strategies and identify areas for enhancement.

• Map existing service journeys, identify pain points, and co-create future-state service blueprints that prioritize user experience and operational efficiency.

• Champion user-centred design principles throughout the organization, advocating for inclusive and accessible services for all citizens of Wales.

• Lead cross-functional teams in the development and testing of new service concepts, prototypes, and pilot programs.

• Develop and present compelling business cases and proposals for service improvements to senior leadership and key stakeholders.

• Monitor and evaluate the performance of designed services, utilizing key performance indicators (KPIs) to measure impact and drive iterative improvements.

• Contribute to the development and refinement of internal processes and workflows to support effective service design and delivery.

• Ensure all service design outputs and communications are delivered bilingually (English and Welsh) where appropriate.

📝 Enhancement Note: The core responsibilities are inferred from the "Role Summary" and the general scope of a Service Designer role within a public sector organization. The emphasis on "strategic and operational change" and "end-to-end service journeys" points to a need for process mapping, journey design, and iterative improvement cycles. The requirement for bilingual service delivery is a significant operational consideration.

🎓 Skills & Qualifications

Education:

• A relevant degree in Service Design, Digital Design, User-Centred Design, Human-Computer Interaction, or a related discipline.

• Equivalent professional experience in a relevant field will be considered in lieu of a formal degree. Experience:

• Proven experience in a Service Designer, UX Designer, or similar role, with a strong portfolio showcasing successful service design projects.

• Demonstrable experience in leading and implementing strategic and operational change initiatives.

• Experience in user research methodologies, data analysis, and translating insights into actionable design solutions.

• Experience working within or for public sector organizations is highly desirable. Required Skills:

• Service Design Methodologies: Expertise in frameworks such as Design Thinking, Lean Service Design, Agile Service Design, and journey mapping.

• User-Centred Design (UCD): Deep understanding and practical application of UCD principles and practices.

• Research & Analysis: Proficient in qualitative and quantitative research methods, user interviews, usability testing, and data interpretation.

• Stakeholder Management: Ability to effectively engage, collaborate with, and influence diverse stakeholders at all levels.

• Process Improvement: Strong analytical skills to identify inefficiencies and design optimized workflows and service blueprints.

• Bilingualism: Ability to communicate effectively in both English and Welsh is desirable.

Preferred Skills:

• Digital Design Tools: Proficiency with design and prototyping tools (e.g., Figma, Sketch, Adobe XD, Miro, Mural).

• Public Sector Context: Familiarity with the operational landscape, challenges, and procurement processes within government or public sector bodies.

• Change Management: Experience in guiding organizations through periods of transformation and adopting new ways of working.

• Accessibility & Inclusive Design: Knowledge of WCAG guidelines and best practices for designing for diverse user groups.

📝 Enhancement Note: The requirements summary provided in the input data is quite brief. This enhancement expands on it by detailing typical service design qualifications, emphasizing the need for a strong portfolio, and incorporating the "Welsh Desirable" aspect as a key skill consideration. The "5-10 years" experience level is inferred from the seniority implied by "lead strategic and operational change."

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase at least 3-5 comprehensive case studies demonstrating end-to-end service design projects from discovery to implementation.

• Process Documentation: Clearly articulate the service design process followed for each project, including research, ideation, prototyping, testing, and iteration phases.

• Impact & Outcomes: Quantify the impact of your designs, highlighting improvements in user satisfaction, operational efficiency, cost savings, or accessibility.

• Bilingual Service Design: Include examples where possible that demonstrate an understanding of designing for bilingual or multilingual user bases.

• Tools & Techniques: Illustrate the use of various service design tools, such as journey maps, service blueprints, personas, user flows, and wireframes.

Process Documentation:

• Discovery & Research: Evidence of conducting user research, stakeholder mapping, and competitive analysis to understand user needs and service landscapes.

• Ideation & Prototyping: Examples of co-creation workshops, brainstorming sessions, and the development of low-fidelity to high-fidelity prototypes.

• Testing & Iteration: Documentation of usability testing, A/B testing, and how feedback was incorporated to refine service designs.

• Implementation & Measurement: Examples of how designed services were rolled out and how their performance was measured against defined objectives.

📝 Enhancement Note: For a Service Designer role, a portfolio is paramount. This section details what a strong portfolio should contain, focusing on the process, deliverables, and measurable outcomes expected from such a role, particularly within a public service context. The inclusion of bilingual service design is crucial given the job specification.

💵 Compensation & Benefits

Salary Range: £50,156 - £54,013 per annum (starting salary at £50,156)

Benefits:

• Agile working arrangements, promoting flexibility in how and where work is performed.

• Flexi-time options to help balance work and personal life.

• Generous annual leave entitlement of 31 days per year.

• Contributory pension scheme, providing long-term financial security.

• Health-related cash back plan, offering reimbursement for medical and wellness expenses.

Working Hours: Full-time, 37 hours per week.

📝 Enhancement Note: The salary range and benefits are explicitly stated in the job description. The "agile working" and "flexi time" benefits are noted as contributing to a hybrid work environment. The primary working hours are specified as full-time (37 hours).

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (specifically, careers guidance and employment services).

Company Size: Not explicitly stated, but as a subsidiary of the Welsh Government, it is likely a medium to large public sector organization with a significant reach across Wales.

Founded: Career Choices Dewis Gyrfa Ltd (CCDG) is a wholly owned subsidiary of the Welsh Government. The exact founding date of CCDG is not provided, but its operational context is deeply rooted in Welsh public policy.

Team Structure:

• Operations Focus: The role is central to the "transformation agenda," suggesting a team dedicated to modernizing and improving service delivery.

• Cross-functional Collaboration: The Service Designer will work collaboratively with colleagues across the organization and with external stakeholders to drive change. This implies a matrixed or project-based team structure where the designer acts as a facilitator and leader of design initiatives.

• Reporting: The role likely reports into a Head of Service Design, Transformation Lead, or a senior operational management position within CCDG.

Methodology:

• User-Centred Approach: The core methodology revolves around understanding user needs through insight and evidence.

• Bilingual Service Delivery: A fundamental operational principle, ensuring services are accessible and effective for Welsh speakers and English speakers alike.

• Agile & Iterative Improvement: The emphasis on continuous improvement and transformation suggests an agile, iterative approach to service design and development.

Company Website: https://apply.careerswales.gov.wales/

📝 Enhancement Note: The company context is derived from the description of Careers Wales as a subsidiary of the Welsh Government providing essential public services. The culture is likely to be public-service oriented, with a strong emphasis on inclusivity, accessibility, and governmental policy alignment. The "transformation agenda" implies a dynamic and forward-thinking operational environment.

📈 Career & Growth Analysis

Operations Career Level: This is a mid-to-senior level role within the operations and service improvement function. The Service Designer is expected to lead strategic and operational change, indicating a significant level of autonomy and responsibility. They are not just executing tasks but shaping the direction of services.

Reporting Structure: The Service Designer will likely report to a senior manager responsible for transformation, service delivery, or a Head of Service Design. They will collaborate closely with operational teams, policy advisors, digital specialists, and external partners.

Operations Impact: The Service Designer's impact is directly tied to improving the effectiveness, accessibility, and user experience of critical public services across Wales. This role influences how citizens engage with career guidance and employment support, directly contributing to individual well-being and economic opportunity. Success means measurable improvements in service uptake, user satisfaction, and achievement of government objectives.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as digital service transformation, inclusive design for vulnerable groups, or policy-driven service innovation.

• Leadership: Progress into senior Service Designer roles, team lead positions, or management roles within transformation and service delivery departments.

• Broader Impact: Contribute to national policy development related to service delivery and user experience in the public sector.

• Skill Development: Opportunities for further professional development in areas like UX research, digital strategy, change management, and potentially advanced Welsh language proficiency.

📝 Enhancement Note: This analysis extrapolates the career trajectory and impact of a Service Designer within a government-affiliated organization. The emphasis is on how the role contributes to broader public service goals and offers avenues for professional advancement within the public sector.

🌐 Work Environment

Office Type: Hybrid work model. While there are multiple physical office locations across Wales, the "agile working" and "flexi time" benefits suggest a flexible approach, allowing employees to work remotely or from designated Careers Wales centres as needed.

Office Location(s): A comprehensive list of potential base locations across Wales is provided, including major cities and towns such as Cardiff, Swansea, Newport, Wrexham, Bangor, Aberystwyth, and others. The specific base will be determined upon appointment.

Workspace Context:

• Collaborative Hubs: Offices will likely serve as hubs for team meetings, workshops, and collaborative design sessions, fostering interaction among colleagues.

• Technology Enabled: Access to necessary technology and tools for both remote and in-office work, supporting digital design and communication.

• Service-Oriented Atmosphere: The environment will be geared towards supporting the public and delivering essential services, fostering a sense of purpose and public service.

Work Schedule: Standard full-time hours (37 hours per week) with the flexibility offered by "agile working" and "flexi time" arrangements, allowing for adaptable scheduling within operational needs.

📝 Enhancement Note: The work environment is characterized by its hybrid nature and the broad geographical spread of its service centres. The combination of agile working and multiple locations points to a flexible, yet connected, operational setup designed to serve the entire nation of Wales.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of applications and CVs (note: CVs are not accepted, so this would be an application form review) against essential criteria.

• Shortlisting: Candidates meeting the core requirements will be shortlisted.

• Assessment/Interview 1: Likely to involve a practical assessment or a presentation based on a service design challenge, focusing on problem-solving, design thinking, and presentation skills. This stage will heavily scrutinize the candidate's portfolio.

• Final Interview: A more in-depth interview with senior stakeholders, focusing on strategic thinking, leadership potential, cultural fit, and Welsh language proficiency (if applicable).

Portfolio Review Tips:

• Structure: Organize your portfolio logically by project, clearly outlining the problem, your role, the process, your solutions, and the outcomes.

• Process Emphasis: Detail your service design methodology for each project. Show your thinking, not just the final output. Use diagrams like journey maps and service blueprints.

• Quantifiable Impact: Wherever possible, include metrics that demonstrate the positive impact of your work (e.g., improved user satisfaction scores, increased service uptake, reduced operational costs).

• Bilingual Consideration: If you have experience designing for multilingual contexts, highlight this. Even if not, show an understanding of the principles of inclusive design that would apply to bilingual services.

• Conciseness: Be prepared to present your most relevant projects concisely, tailoring your presentation to the specific requirements of the Service Designer role at Careers Wales.

Challenge Preparation:

• Anticipate Scenarios: Prepare for a design challenge that might involve improving an existing public service, designing a new digital interaction, or addressing a specific user group's needs within the careers guidance context.

• Research Careers Wales: Thoroughly understand the mission, services, and strategic priorities of Careers Wales to inform your approach to any practical assessment.

• Demonstrate Thinking: Focus on articulating your thought process, how you would approach research, ideation, and validation for the given challenge.

• Welsh Language: If you have Welsh language skills, be prepared to use them during the interview or assessment if appropriate.

📝 Enhancement Note: This section provides actionable advice for candidates, focusing on the critical elements of a service design application: the portfolio and the interview process. It emphasizes demonstrating process, impact, and cultural fit, especially the bilingual aspect. The interview dates are provided for context.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Collaboration Platforms: Miro, Mural, Figma, Sketch, Adobe XD for ideation, journey mapping, wireframing, and prototyping.

• User Research Tools: SurveyMonkey, Typeform, Lookback, UserTesting.com (or similar) for data collection and analysis.

• Project Management Software: Tools like Jira, Asana, Trello for managing project workflows and tracking progress.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for understanding user behaviour on digital platforms.

• BI Tools: Tableau, Power BI (or similar) for visualizing data and creating performance dashboards to track service KPIs.

• Feedback Platforms: Tools for collecting and analyzing user feedback from various channels.

CRM & Automation:

• While not explicitly a CRM role, understanding how services integrate with customer relationship management systems or citizen databases might be relevant.

• Workflow Automation Tools: Familiarity with concepts of automating service processes to improve efficiency.

📝 Enhancement Note: This list of tools is typical for a Service Designer role, covering the spectrum from ideation and design to research, collaboration, and performance measurement. The emphasis is on tools that facilitate user-centred design and operational improvement.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental commitment to understanding and serving the needs of the citizens of Wales.

• Inclusivity & Accessibility: Ensuring services are available and effective for everyone, regardless of background or ability.

• Bilingualism: Upholding and promoting the use of both Welsh and English in service delivery.

• Collaboration & Partnership: Working effectively with internal teams and external stakeholders to achieve shared goals.

• Continuous Improvement: A drive to constantly evaluate and enhance service delivery for better outcomes.

• Public Service Ethos: A dedication to contributing positively to the well-being and future opportunities of the people of Wales.

Collaboration Style:

• Cross-Functional Leadership: The Service Designer is expected to lead and influence teams across different departments, fostering a collaborative and integrated approach to service improvement.

• Co-creation: A strong emphasis on involving users, operational staff, and stakeholders in the design process.

• Open Communication: Encouraging feedback and open dialogue to refine designs and strategies.

• Data-Informed Decision Making: A culture that values evidence and data to guide improvements and demonstrate impact.

📝 Enhancement Note: The company's stated commitment to inclusion, diversity, and bilingualism directly informs its operational values. The culture is expected to be purpose-driven, focused on public service, and highly collaborative.

⚡ Challenges & Growth Opportunities

Challenges:

• Geographical Spread: Designing services that effectively cater to a diverse population across a geographically varied region like Wales.

• Bilingual Service Delivery: Ensuring seamless and equitable service experiences for both Welsh and English speakers requires careful design and implementation.

• Public Sector Constraints: Navigating potential budget limitations, bureaucratic processes, and legacy systems inherent in public sector organizations.

• Measuring Impact: Clearly defining and attributing the impact of service design interventions on user outcomes and organizational objectives can be complex.

• Adoption of New Methods: Championing and embedding new service design practices within a potentially traditional public sector environment.

Learning & Development Opportunities:

• Professional Development: Access to training, workshops, and conferences focused on the latest service design trends, user research techniques, and digital transformation.

• Mentorship: Opportunities to be mentored by or to mentor experienced professionals in service design, UX, and public sector transformation.

• Skill Specialization: Developing expertise in areas like service design for digital platforms, accessibility standards, or policy implementation.

• Networking: Building a professional network within the Welsh public sector and broader design communities.

📝 Enhancement Note: This section outlines potential challenges inherent in the role and the organization's context, framing them as opportunities for growth and skill development for the Service Designer.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you successfully led a significant operational change using service design principles. What was your process, and what were the key outcomes?"

• "How would you approach designing a bilingual service experience for individuals seeking career guidance in Wales, considering the diverse needs of users?"

• "Walk us through a service design project where you had to influence stakeholders who were resistant to change. What strategies did you employ?"

• "How do you prioritize user needs against organizational constraints and objectives in a public sector context?" Company & Culture Questions:

• "What interests you about working for Careers Wales and contributing to public service delivery in Wales?"

• "How do you see your skills aligning with our commitment to diversity, inclusion, and bilingualism?"

• "Describe your experience with agile ways of working and how you integrate them into your service design process." Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation around a compelling narrative for each case study: the challenge, your approach, your solutions, and the tangible results.

• Visual Storytelling: Use your visual assets (journey maps, blueprints, prototypes) to tell the story of the user experience and the service's evolution.

• Focus on Process: Emphasize how you arrived at your solutions, showcasing your research, analysis, and iterative design thinking.

• Quantify Everything: Be ready to discuss the metrics and KPIs that demonstrate the success of your projects.

• Tailor to Wales: Connect your experience and approach to the specific context of public service delivery in Wales, including the bilingual aspect.

📝 Enhancement Note: These interview questions and preparation tips are tailored to a Service Designer role in a public sector organization, emphasizing strategic thinking, user focus, bilingualism, and the ability to demonstrate impact through a portfolio.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Careers Wales Recruitment Site. Ensure you complete all sections thoroughly, as CVs are not accepted.

• Portfolio Customization: Curate your portfolio to prominently feature projects that demonstrate your experience in service design, user-centred design, and operational improvement, ideally with examples relevant to public services or bilingual contexts.

• Resume/Application Optimization: Clearly articulate your experience in strategic and operational change, user insight, and stakeholder management within your application. Highlight achievements with quantifiable results.

• Interview Preparation: Practice presenting your portfolio and articulating your service design process. Prepare to discuss your approach to user research, iterative design, and delivering inclusive, bilingual services.

• Company Research: Familiarize yourself with Careers Wales' mission, services, values, and strategic priorities to demonstrate your understanding and alignment during the interview process.

⚠️ 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.