Senior Service Designer

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.

In 2024, Transform acquired Cadence Innova, the UK’s leading public sector change consultancy. The result is a fresh kind of partner: together, we’re able to deliver change from the very first ideas through to deployment—building on our deep relationships at every level of government.

We're part of the Next 15 group, a multi-national organisation spanning over 25 brands. We combine the financial robustness and breadth of services of a large organisation, with the nimbleness and innovation of a smaller brand.

If 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.

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
• 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)
• 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

• 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
• Experience in design sprints and rapid prototyping

• Being one team; looking out for each other as a team
• The world never stops changing and we’ll never stop learning
• Infinity & Beyond; we’re crazy…