Transform

Technology and data consulting for growth

Senior Service Designer

Product & Experience DesignUpdated on Nov 14

Full-timeLondon, UKNo salary listedHybrid

About the Job

Requirements

At least 5 years’ experience working in service, product and experience design projects, leading multi-discipline teams to deliver projects.
Expertise and deep knowledge of service design tools and methodologies, such as service blueprints, service mapping, systems thinking, and journey mapping.
Ability to produce highly visual output for clients, documents, presentations, or workshop materials.
Demonstrable experience in user research techniques and analysis, such as interviews, contextual inquiry, customer journey analysis, and mapping.
Excellent analytical and problem-solving skills, including data and thematic analysis.
Ability to quickly develop recommendations based on evidence.
Experience of stakeholder engagement and facilitation in complex programmes.
Conceptualisation and proposition development supported by research.
Strong communication through visual artefacts, design concepts, verbal, and written communication.
Knowledge of Agile methodology.
Confidence presenting and explaining user needs to clients who may be unfamiliar with user-centred design.
Experience managing or mentoring more junior team members.
Ability to identify opportunities that create product or business value.
Experience across web content, tools, and transactional services, especially those with complex user journeys.
Demonstrable knowledge, experience in, and passion for web/application user-centred design practices.
Curiosity about AI and readiness to embrace its opportunities.

Responsibilities

Understand clients’ strategic context and reconcile customer needs with strategic priorities.
Lead and/or play a senior team role in service design projects across a range of sectors.
Build client accounts through outstanding work.
Run client workshops.
Make complex product, service, and operating systems easy for clients and colleagues to understand through simple, accessible visualisation.
Develop new service propositions for clients.
Develop skills and mentor colleagues in the service design practice.

Desired Qualifications

Post-graduate degree or professional certification in Human-Computer Interaction (HCI), Usability, Cognitive Psychology, Market Research, or a related field.
Experience working with government and the public sector.
Experience or knowledge of the Government Digital Service and government design principles.
Experience of the Government Digital Service design system.
Experience delivering Discovery, Alpha, Beta, and Live phases.
Retail, financial services, or government experience.
Experience in design sprints and rapid prototyping.

About us

We're Transform.

Transform is a fresh alternative to Big Consulting. As an end-to-end transformation partner, we define, design, build and operate systems that solve our clients’ toughest challenges and seize their biggest opportunities. That often means combining strategy, data, AI, technology, and change management. Sometimes we manage and operate the systems we create; other times, we hand it over for the client to run – standing by to make improvements when things change. It all comes down to making an impact: improving lives, supporting citizens, streamlining workflows, and making the world a better place. We specialise in public sector and public-facing organisations—from government agencies and local authorities to energy, utilities, transportation and healthcare. We also work for some of the world’s most dynamic brands across automotive, retail, financial services, and consumer goods. We work closely (often on site) with our clients; to deliver impact you are keen to help us build the workforce of the future, we should talk.

We’re all in! That's what gets us out of bed every day. We hope you feel the same.

Our Research and Service Design practice

We believe good design changes lives. We exist to help organisations solve complex problems through empathy, evidence and craft, working with our heads, hearts and hands.

That means immersing ourselves in the worlds of those we're designing for. Our research goes beneath the surface, understanding the contexts, constraints and the systemic forces shaping people’s experiences. We make sense of complex systems, visualise service ecosystems, tell the stories that matter, using data to ground our decisions in reality, not assumption.

We design with those who use, deliver, manage and commission services because we believe that's the best way to create change that lasts. We bring that same spirit to our client relationships – growing design-thinking communities, nurturing capability and leaving things better than we found them.

Our work spans central government, local authorities, justice, health, trade, education and beyond. If that sounds like your kind of place, we'd love to hear from you.

The Role: Senior Service Designer

As a Senior Service Designer, you will be responsible for:

Understanding the strategic context of clients and reconciling customer needs with strategic priorities
Leading and/or playing a senior team role in service design projects, in a range of different sectors
Building client accounts through outstanding and award-winning work
Running client workshops
Making complex product, service and operating systems easy to understand for clients and colleagues through simple and accessible visualisation.
Developing new service propositions for clients
Developing skills and mentoring colleagues in the service design practice

At least 5 years’ experience working in service, product and experience design projects, leading multi-discipline teams to deliver projects
Expertise and deep knowledge of service design tools and methodologies, such as service blueprints, service mapping, systems thinking, journey mapping
Ability to produce highly visual output for clients, documents, presentations, or workshop materials
Demonstrable experience in user research techniques and analysis, e.g., interviews, contextual inquiry, customer journey analysis and mapping
Excellent analytical and problem-solving skills, including data and thematic analysis
Ability to quickly develop recommendations based on evidence
Experience of stakeholder engagement and facilitation in complex programmes
Conceptualisation and proposition development supported by research
Strong communicator (e.g., through visual artefacts, design concepts, verbal and written)
Agile methodology
Confident in presenting explaining user needs to clients who may be unfamiliar with user-centred design
Experience managing/mentoring more junior team members
Ability to identify opportunities that create product or business value
Experience across web content, tools, and transactional services, especially those with complex user journeys.
Demonstrable knowledge, experience in and passion for web/application user-centred design practices
A growth mindset
AI curious and ready to embrace opportunities

Nice to have:

Post-graduate degree or professional certification in Human-Computer Interaction (HCI)/Usability/Cognitive Psychology/Market Research or related field
Experience working with government and the public sector
Experience or knowledge of the Government Digital Service and government design principles
Experience of the Government Digital Service design system
Experience of delivering Discovery, Alpha, Beta, Live
Retail, FS, government experience
Experience in design sprints and rapid prototyping

About the Company

Transform

Technology and data consulting for growth

Transform is a technology and data consulting firm that helps clients grow, stay relevant to their audiences, and save costs by defining, designing, building, and operating products and services. It offers services in data engineering, data science, agile project management, DevOps, and deployment, delivering scalable and sustainable solutions tailored to each client’s needs. The firm works through high-performance, expert-driven engagements, typically on a project basis, to drive measurable outcomes for clients. Its goal is to amplify business outcomes by enabling growth, efficiency, and relevance through pragmatic, end-to-end technology and data initiatives.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: London, United Kingdom
Founded: 2010

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