Senior Service Designer; office locations

Company Description

Genomics England partners with the NHS to provide whole genome sequencing diagnostics. We also equip researchers to find the causes of disease and develop new treatments – with patients and participants at the heart of it all.

Our mission is to continue refining, scaling, and evolving our ability to enable others to deliver genomic healthcare and conduct genomic research.

We are accelerating our impact and working with patients, doctors, scientists, government and industry to improve genomic testing, and help researchers access the health data and technology they need to make new medical discoveries and create more effective, targeted medicines for everybody.

We are hiring a Senior Service Designer to play a pivotal role in shaping how our services are experienced and delivered.

This role involves mapping the end-to-end service, including people, processes, data, and platforms to provide the Service Owner and Head of Research Cohorts with actionable insights, while working closely with them to design and enhance the service experience.

You will lead the creation of service journeys by translating user needs and service goals into human‑centred solutions across delivery teams.

The role involves organising your own work cadence with the Service Owner and stakeholders, engaging regularly to understand challenges, capture needs, and stay aligned.

It also requires visualising and communicating complex problem spaces, using sketches and prototypes to guide decision‑making, while collaborating closely with stakeholders, principal designers, researchers, and broader design teams to build the assets that bring future states to life.

• Solve medium‑to‑high complexity service design challenges with a principled, human‑centred approach.
• Translate insights, user stories, and requirements into design solutions, ensuring user needs are met across the service, including back stages.
• Deliver clear design outputs, such as user journeys, service maps, design briefs, and EPICs to enable decision‑making and implementation.
• Scope work effectively and plan design activities using an iterative, agile approach.
• Collaborate efficiently with product and service delivery teams to ensure connected, implementable service experiences across key touchpoints.
• Facilitate decision‑making and co‑creation across multiple teams using appropriate methods.
• Advocate for users, influencing teams to build equitable, inclusive services that meet user needs effectively.
• Participate in design research and testing, incorporating learnings to continuously improve services and inform team plans and roadmaps.

• Proven expertise in service design, with hands‑on experience using tools such as service blueprints, journey maps, service patterns, and process mapping, and a strong portfolio demonstrating human‑centred design in complex services.
• Skilled at leading cross‑functional work, bringing together colleagues across disciplines, including scientists, technical specialists, and delivery teams to collaborate effectively and deliver shared outcomes.
• Strong strategic and systems thinking, able to tackle complex service challenges across front‑end, back‑end, and behind‑the‑scenes processes, while navigating governance, policy, and regulatory constraints.
• Comfortable working with complex data flows, technical disciplines, and ambiguous problems, translating insights into actionable design solutions that support decision‑making.
• Excellent communication and problem‑solving skills, with the ability to visualise and articulate complex problems, facilitate co‑creation, and lead projects with a human‑centred approach.

While your qualifications are certainly important and provide a foundation, we are particularly interested in understanding the breadth and depth of your overall experience, as this gives us a clearer picture of what you can bring to the role.

Please provide a cover letter explaining how your skills and experience align with this role and its requirements.

£66,500

Monday 12th January 2026

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