Consultant – Manager – Service Designer – Tech Consultancy – Defence & Security

Overview

As a Service Design Consultant you will shape end-to-end services for Defence and Security clients, partnering with cross-disciplinary experts to translate user insights into actionable designs. You’ll create service blueprints and journey maps, guiding cross-functional teams through iterative delivery. This role emphasizes user-centered design, measurable goals, and continuous improvement, with hybrid working in London or Bristol. You’ll work to deliver impactful, user-focused experiences that align with business objectives.

Pay / Benefits

• hybrid working policy
• flexible working
• wellbeing support
• opportunity to work in local offices or client sites

Responsibilities

• Conduct research to understand user needs and behaviors across complex journeys
• Collaborate with stakeholders to define measurable service goals
• Develop service blueprints, journey maps, and related artifacts
• Integrate design decisions across people, process, policy, data, and technology
• Identify opportunities for service improvement and propose design solutions
• Facilitate workshops and co-design sessions with users and stakeholders
• Work with user researchers to incorporate insights into design decisions
• Collaborate with product managers and developers to ensure feasibility and implementation
• Conduct usability testing and refine service experiences based on feedback
• Stay updated on industry trends and best practices in service design

Key requirements

• Proven experience in service design of end-to-end services with multiple digital touchpoints
• Strong understanding of user-centered design principles
• Excellent visual and verbal communication skills
• Experience working in cross-functional teams and managing multiple stakeholders
• Strong analytical and problem-solving abilities with systems thinking
• Ability to translate user insights into actionable design solutions
• Familiarity with agile and iterative design processes
• Passion for creating exceptional service experiences and user empathy

• initiative
• active listening
• collaboration
• service design artifacts (blueprints, journey maps)
• user research integration
• usability testing

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