Senior Service Designer

At IBM Consulting UK FutureNow, you’ll build a career at the forefront of hybrid cloud and AI, working with leading clients across the public and private sectors.

You’ll collaborate with top industry professionals, gain hands on experience with cutting edge technologies, and deliver solutions that create real business impact. From day one, you’ll work on meaningful, high profile programmes that stretch your skills and accelerate your growth.

We invest heavily in you—supporting continuous learning, in demand skills development, and long term career progression. You’ll thrive in a flexible, inclusive environment that values curiosity, encourages reinvention, and recognises what makes you unique.

We offer:

• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme
• More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group pension plan through salary sacrifice.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities:

IBM FutureNow is seeking an experienced Senior Service Designer to lead the design and continuous improvement of complex, user-centred public sector clients.

The successful candidate will work across multidisciplinary teams to understand user needs, organisational objectives, policy intent, technology constraints and operational realities, translating these into coherent end-to-end services.

The role requires a strong understanding of Government Digital Service (GDS) principles, service standards, user-centred design, accessibility, agile delivery and evidence-based design. You will be expected to operate confidently with senior stakeholders while remaining focused on the needs and experiences of citizens and service users.

You will help teams move beyond designing individual digital products or interfaces to understand and improve the whole service ecosystem, including people, processes, technology, policy, channels and supporting operations.

The role is suited to a senior practitioner who can lead complex service design engagements, facilitate strategic conversations, challenge assumptions constructively, communicate design decisions through evidence and mentor other designers.

Key Responsibilities:

• Lead end-to-end service design across Discovery, Alpha, Beta and Live.
• Design complex, user-centred services using research, data and evidence.
• Create journeys, blueprints and service maps to improve services.
• Apply GDS principles and GOV.UK Service Standard.
• Ensure services are accessible, inclusive, secure and effective.
• Facilitate workshops and influence senior stakeholders.
• Collaborate across multidisciplinary Agile teams.
• Mentor designers and promote service design best practice.

Required technical and professional expertise:

• Extensive experience working as a Senior Service Designer.
• Proven delivery of complex services across Discovery to Live.
• Strong Agile, multidisciplinary and stakeholder management experience.
• Experience working in government, public-sector or regulated environments.
• Strong expertise in service design, journey mapping, service blueprinting and systems thinking.
• Experience using research, data, prototyping and evidence to improve services.
• Knowledge of GDS principles, GOV.UK Service Standard and accessibility.
• Experience with Figma, Miro, FigJam or equivalent.
• Strong communication, facilitation and mentoring skills.

This role is subject to pre-employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV).

Preferred Professional & Technical Expertise:

• UK government or public-sector service design experience.
• GDS Discovery, Alpha, Beta and Live experience.
• GOV.UK Design System and Service Assessment experience.
• Experience in service transformation, systems thinking and organisational change.
• Strong knowledge of accessibility, inclusive design and WCAG.
• Experience with data, AI, automation or emerging technologies.
• Experience developing service strategies, governance and design standards.

Desirable Certifications:

• Service Design Network Accreditation
• ITIL 4 Foundation
• Professional Scrum Master I (PSM I)
• BCS Foundation Certificate in Business Analysis
• IAAP CPACC – Accessibility Core Competencies