Senior Service Designer

The Design Project; Remote; GBP 80,000 - 100,000; Full time

Job summary

A leading technology solutions provider is seeking a Contract Senior Service Designer for a 3-month role, fully remote within the UK. This position requires a deep understanding of User-Centred Design (UCD) principles and leadership skills to manage multidisciplinary teams. Candidates should have experience in diverse sectors, including government and healthcare, and be adept at facilitating design processes that enhance user experiences. The contract offers attractive daily rates ranging from £450 to £700, emphasizing professional development and contribution to impactful projects.

Benefits

Competitive daily rate

Professional development support

Opportunity to contribute to public sector projects

Qualifications

• Proven ability to lead and manage multidisciplinary teams and complex projects autonomously.
• Experience working with diverse clients, including government, public sector, and private organizations.
• Demonstrated experience in championing and implementing User-Centred Design (UCD) methodologies.

Responsibilities

• Drive the end-to-end design of services, ensuring they are inclusive and accessible.
• Educate clients on UCD methodologies, fostering a user-centric culture.
• Lead multidisciplinary teams through complex design processes.
• Provide mentorship and professional development support to junior team members.
• Contribute to defining and improving inclusive design practices.

Skills

User-Centred Design (UCD)

Stakeholder Management

Strategy & Systems Thinking

Prototyping

Facilitation

Visual Communication

Education

Degree relevant to Service Design

Tools

Figma

Miro

Adobe Creative Suite

Job description

Contract Senior Service Designer - 3 Months

NECSWS

Full_time

Job Title: Contract Senior Service Designer - 3 Months
Company: NEC Software Solutions (NECSWS)
Location: Remote, United Kingdom
Job Type: Contract (Full-time)
Category: Service Design / User Experience (UX) Design / GTM Operations Support
Date Posted: January 15, 2026
Experience Level: Mid-Senior Level (Approx. 5-10 years)
Remote Status: Fully Remote

• This role seeks a seasoned Contract Senior Service Designer to spearhead the creation of end-to-end, evidence-based service designs.
• The designer will champion user-centred design (UCD) principles, ensuring services are inclusive, accessible, and planet-friendly, aligning with NECSWS's core values.
• Responsibilities include leading multidisciplinary project teams, supporting junior team members, and contributing to the refinement of service design practices within NEC Digital Studio.
• The position offers a unique opportunity to work across diverse sectors, including government, NHS, charity, and private organizations, applying GDS (Government Digital Service) standards and enhancing customer buy-in.

📝 Enhancement Note: While the job title is "Service Designer," the focus on creating "end-to-end, evidence-based designs for services" and working with "multidisciplinary teams" on "complex projects" strongly aligns with GTM (Go-to-Market) operational principles. The emphasis on "strategy & systems thinking," "recommendation & implementation," and "stakeholder management" indicates a role that bridges design thinking with operational execution, often found in GTM Strategy or Operations roles that require a deep understanding of user journeys from a business perspective. The contract nature and focus on project delivery also suggest a need for strong project management and autonomous execution, typical of senior operational roles.

📈 Primary Responsibilities

• Lead Service Design Projects: Drive the end-to-end design of services, ensuring they meet user needs while being inclusive, accessible, and environmentally sustainable.
• Champion User-Centred Design (UCD): Educate and advocate for UCD methodologies with clients, particularly those new to these approaches, fostering a user-centric culture.
• Team Leadership & Support: Lead multidisciplinary teams (including user researchers, interaction designers, developers, and content designers) and clients through complex design processes.
• Mentorship & Management: Provide line management and professional development support to junior service design team members, including overseeing appraisals.
• Practice Refinement: Contribute to defining and improving the way NEC Digital Studio operates, particularly in inclusive and sustainable design practices.
• New Business Support: Assist in identifying client opportunities, developing proposals, and participating in pitches to secure new business for NEC Digital Studio.
• Client Engagement: Work closely with central and local government, NHS, charity, and private sector clients, sometimes embedded within their teams, to deliver impactful service transformations.
• Cross-functional Collaboration: Foster strong working relationships with User Research, Digital, Interaction Design, Content Design, and Development teams to ensure cohesive service delivery.

📝 Enhancement Note: The responsibilities listed, such as "Leading and directing projects," "Team support and management," "Defining and refining practice," and "Supporting new business," go beyond typical individual contributor design roles. They indicate a strategic and leadership component that is crucial for operations professionals. The emphasis on "championing our UCD approach" and "defining the way our disciplines work together" points to a role that influences process and operational standards, a core function in Revenue Operations and Sales Operations.

🎓 Skills & Qualifications

Education:

• A degree or equivalent professional experience relevant to Service Design is required.
• Professional certificates in related fields are welcomed.

Experience:

• Proven ability to lead and manage multidisciplinary teams and complex projects autonomously.
• Experience working with diverse clients, including government, public sector, and private organizations.
• Demonstrated experience in championing and implementing User-Centred Design (UCD) methodologies.

Required Skills:

• Research: Ability to work with user researchers to uncover and articulate key service factors.
• Strategy & Systems Thinking: Proficiency in mapping and analyzing strategies, systems, and scenarios; forming well-grounded strategic recommendations.
• User-Centred Journeys & Experiences: Expertise in selecting and applying appropriate approaches to achieve outcomes that are user-friendly, feasible, and strategically aligned.
• Facilitation: Skill in leading engaging and effective workshops for teams and clients.
• Visual Communication: Ability to create clear and compelling visuals, including sketching and graphic communication.
• Written Communication: Guidance on appropriate written formats and creation of clear, concise documentation.
• Recommendation & Implementation: Working with stakeholders to define actionable change, including timelines, resource implications, and future phases.
• Prototyping: Leading the scoping, design, build, and testing of prototypes (online and offline).
• Stakeholder Management: Negotiating and guiding clients and stakeholders to achieve positive outcomes within budget constraints.
• Managing Complexity and Ambiguity: Comfort and skill in navigating uncertainty within service transformation projects.
• Proactive and Autonomous: Ability to lead conversations and actively seek opportunities to add value.

Preferred Skills:

• Experience applying Government Digital Service (GDS) standards.
• Familiarity with environmental sustainability principles in design.
• Experience in line management and professional development of team members.
• Skills in supporting new business development, proposals, and pitches.

📝 Enhancement Note: The extensive list of required skills, particularly "Strategy & Systems Thinking," "Recommendation & Implementation," "Stakeholder Management," and "Managing Complexity and Ambiguity," are highly transferable to operations roles. These skills are critical for driving process improvements, managing cross-functional initiatives, and influencing strategic decisions within Sales Operations, Revenue Operations, and broader GTM functions. The emphasis on driving outcomes within budget and identifying future phases of work also aligns directly with operational planning and resource management.

• Case Studies of End-to-End Service Designs: Showcase projects where you have taken a service from initial research through to implementation or recommendation, demonstrating a holistic approach.
• Demonstration of UCD Implementation: Provide examples of how you've applied user-centered design principles, including research synthesis, persona development, journey mapping, and usability testing.
• Systems Thinking Examples: Include diagrams or narratives illustrating how you've analyzed complex systems, identified leverage points, and developed strategic recommendations.
• Evidence of Collaboration & Facilitation: Showcase examples of workshops conducted, how you've facilitated multidisciplinary teams, and how you've managed stakeholder input.
• Visual & Written Communication Samples: Include examples of clear, compelling visuals (e.g., journey maps, service blueprints, wireframes) and concise written documentation (e.g., strategic recommendations, user stories).

Process Documentation:

• Workflow Design & Optimization: Present examples of how you've mapped existing service workflows, identified pain points, and designed optimized future-state processes.
• Implementation & Automation Methods: Detail how you've guided the implementation of designed services, potentially including the use of digital tools or automation where applicable.
• Measurement & Performance Analysis: Showcase how you've defined metrics for success in service design projects and how you've analyzed performance against these metrics to inform iterative improvements.

📝 Enhancement Note: For a role emphasizing service design, a portfolio is critical. For operations professionals, this translates to a "Process Portfolio" or "Impact Portfolio." Candidates should prepare case studies that highlight not just the design, but the operational impact of their work – how did the designed service improve efficiency, reduce costs, increase user adoption, or contribute to business goals? The emphasis on "Recommendation & Implementation" and "Managing Complexity and Ambiguity" implies a need to demonstrate problem-solving skills with tangible results, akin to how operations professionals present ROI on process improvements.

Salary Range:

• As this is a contract role for 3 months, the compensation is typically offered on a daily or weekly rate.
• Based on the seniority level (Senior), the remote location (United Kingdom), and the specialized skill set (Service Design with UCD, Systems Thinking, Stakeholder Management), a typical daily rate for a Contract Senior Service Designer in the UK would range from £450 to £700 per day.
• This translates to an approximate equivalent annual salary range of £86,400 to £134,400 (assuming a standard 40-hour work week and 48 working weeks per year).
• Contract Duration: A defined 3-month contract period.
• Remote Work Flexibility: Opportunity to work from anywhere within the United Kingdom, offering excellent work-life balance.
• Diverse Project Experience: Exposure to a wide range of sectors (government, NHS, charity, private) and project types, broadening professional experience.
• Professional Development Support: Although a contract role, the company emphasizes supporting team members' growth, which may include access to internal knowledge sharing and best practices.
• Collaborative Environment: Opportunity to work closely with experienced User Researchers, Digital Designers, and Developers.
• Contribution to Public Services: The role involves working on projects that directly impact public services, offering a sense of purpose and societal contribution.

Working Hours:

• Full-time role, typically expected to be around 37.5 to 40 hours per week.
• Flexibility may be possible, but core working hours will likely be aligned with UK business hours for effective collaboration with teams and clients.

📝 Enhancement Note: Salary for contract roles is usually discussed based on daily rates. The provided range is an estimate based on market data for senior contract roles in the UK. Benefits for contract roles are often less comprehensive than permanent positions, focusing more on the project scope and flexibility.

Industry: Technology, Software Solutions, Government & Public Sector Services, Healthcare, Transport, Justice. NEC Software Solutions (NECSWS) operates within the critical infrastructure and public service technology sector.Company Size: Large. NEC Software Solutions is part of the global NEC Corporation, which has tens of thousands of employees worldwide. NECSWS itself likely employs thousands of individuals across its various divisions.Founded: NEC Corporation was founded in 1899, with NEC Software Solutions being a significant part of its global operations. This long history suggests stability and established processes.

Team Structure:

• Service Design Team: Operates within the NEC Digital Studio, a specialized unit focused on design and digital transformation.
• Multidisciplinary Collaboration: Service Designers work closely with User Researchers, Interaction Designers, Content Designers, Developers, and other digital specialists.
• Reporting Structure: Senior Service Designers will lead projects and may have line management responsibilities for junior team members. They will report to more senior leadership within NEC Digital Studio.
• Cross-functional Collaboration: Strong emphasis on working hand-in-hand with clients, sometimes embedded in their teams, and collaborating across internal digital disciplines.

Methodology:

• User-Centred Design (UCD): A foundational methodology, with a commitment to championing its adoption.
• Evidence-Based Design: Designs are expected to be grounded in research and data.
• Inclusive, Accessible, and Planet-Friendly Design: Core principles guiding all service design work.
• Agile & Iterative Approaches: Implied by the nature of digital service transformation projects and working with multidisciplinary teams.
• GDS Standards Application: Experience with or willingness to apply Government Digital Service standards is valued.

📝 Enhancement Note: NECSWS's focus on public services and critical infrastructure means that operational efficiency, reliability, and user impact are paramount. A Senior Service Designer in this context would need to understand the unique constraints and requirements of these sectors, influencing how services are designed to meet rigorous standards and serve diverse populations. The "planet-friendly" aspect indicates a growing focus on sustainability, which is becoming a key operational consideration.

Operations Career Level: This role is positioned at a Senior Contract level, implying a high degree of autonomy, leadership, and specialized expertise. It's a project-focused role, ideal for experienced practitioners looking for defined engagements.Reporting Structure: The Senior Service Designer will likely report to a Head of Service Design or a Digital Studio Lead. They will also directly lead project teams and potentially line manage junior designers.Operations Impact: The impact of this role is significant, influencing the design and functionality of services that directly support public sector operations. This includes improving efficiency for government agencies, enhancing patient care for the NHS, and optimizing user experiences for citizens. The role bridges user needs with operational feasibility and strategic business objectives.

• Project Diversification: The 3-month contract structure allows for exposure to a wide array of projects and sectors, providing diverse experience.
• Skill Specialization: Opportunity to deepen expertise in specific areas like inclusive design, systems thinking, or sustainability in design.
• Leadership Experience: Gaining experience in leading multidisciplinary teams and potentially line manage junior designers.
• Client Relationship Building: Developing strong relationships with clients in critical sectors.
• Portfolio Enhancement: Each project contributes to a robust portfolio showcasing complex problem-solving and design leadership.
• Potential for Extension/Future Contracts: Successful performance may lead to contract extensions or future opportunities within NECSWS.

📝 Enhancement Note: For a contract role, "growth" is more about skill acquisition, portfolio building, and gaining exposure to different operational contexts rather than a traditional linear career path. The role provides a platform to demonstrate advanced operational design thinking and project leadership.

Office Type: Fully Remote. This role is designed to be performed entirely remotely within the United Kingdom.Office Location(s): While the role is remote, NEC Software Solutions has offices across the UK. This remote setup offers flexibility and eliminates commuting.

Workspace Context:

• Independent Work: Requires a dedicated home office setup conducive to focused work and virtual collaboration.
• Digital Collaboration Tools: Expect to use a suite of tools for communication, project management, and design collaboration (e.g., Slack, Microsoft Teams, Miro, Figma, Jira).
• Virtual Team Interaction: Regular participation in virtual meetings, workshops, and team check-ins is essential.
• Client-Facing Interactions: Professional remote presence is required for virtual client meetings and presentations.

Work Schedule:

• Standard full-time hours (approx. 37.5-40 hours per week).
• While remote, adherence to UK business hours is generally expected to ensure seamless collaboration with internal teams and clients. Some flexibility might be negotiable, but availability during core working times is crucial for project momentum.

📝 Enhancement Note: The remote nature of this role necessitates strong self-discipline, effective time management, and proficiency with digital collaboration tools, all of which are key attributes for successful operations professionals.

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess suitability against the core requirements.
• First Interview: Likely with a hiring manager or senior member of the Service Design team to discuss your experience and approach to service design, UCD, and leadership. This will focus on your career history and how it aligns with the role's demands.
• Portfolio Presentation/Workshop: You may be asked to present a case study from your portfolio, demonstrating your process, thinking, and impact. Alternatively, you might be given a short design challenge or asked to facilitate a mock workshop.
• Final Interview: Potentially with more senior stakeholders to discuss cultural fit, strategic thinking, and ability to manage complex projects and ambiguity.
• Focus on Impact: For each case study, clearly articulate the problem, your process, the solutions you designed, and most importantly, the outcomes and impact achieved (e.g., improved user satisfaction, increased efficiency, cost savings, successful implementation).
• Showcase Process: Detail your methodology, including how you applied UCD, systems thinking, and stakeholder management. Visuals like service blueprints, journey maps, and user flow diagrams are highly effective.
• Highlight Leadership: Emphasize instances where you led teams, managed complex stakeholder relationships, and navigated ambiguity.
• Tailor to NECSWS Values: If possible, highlight projects that demonstrate inclusivity, accessibility, or sustainability efforts, aligning with NECSWS's stated values.
• Clarity and Conciseness: Ensure your portfolio is well-organized, easy to navigate, and clearly communicates your contributions and the project's success.
• Understand NECSWS's Context: Research NECSWS, their clients (government, NHS, etc.), and the types of services they deliver. Consider the challenges of designing for public sector users.
• Practice UCD Principles: Be ready to discuss how you would approach a service design challenge using UCD, from research methods to prototyping and testing.
• Systems Thinking Scenarios: Prepare to analyze a complex problem and map out the interconnected elements, identifying potential solutions.
• Stakeholder Management Scenarios: Think about how you would handle conflicting stakeholder needs or resistance to UCD principles.
• Demonstrate Autonomy: Be ready to articulate how you would take initiative and lead a project with minimal oversight.

📝 Enhancement Note: For operations roles, the portfolio often emphasizes process optimization, data-driven decision-making, and measurable business outcomes. For this Service Designer role, the emphasis is on user outcomes and service effectiveness, but the underlying principles of structured problem-solving, stakeholder management, and delivering tangible results are very similar. Candidates should frame their service design achievements in terms of operational improvements where possible.

Primary Tools:

• Service Design & Prototyping Tools: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop for visuals), Axure RP, Balsamiq, Miro, Mural (for collaborative whiteboarding and workshops).
• User Research Platforms: Tools for surveys (e.g., SurveyMonkey, Typeform), user testing platforms (e.g., UserTesting.com), and qualitative data analysis tools.

Analytics & Reporting:

• While not a primary focus for a Service Designer, understanding how to interpret user analytics (e.g., from Google Analytics, Hotjar) to inform design decisions and measure impact would be beneficial.
• Tools for creating reports and presentations (e.g., PowerPoint, Google Slides).

CRM & Automation:

• Not typically a direct responsibility for a Service Designer, but an understanding of how CRM systems (e.g., Salesforce, Dynamics 365) and business process automation tools impact user journeys and service delivery could be advantageous.

📝 Enhancement Note: Proficiency in collaborative design tools like Figma and Miro is standard. For operations professionals understanding how these design outputs integrate with backend systems, CRM, and automation platforms is key. While direct experience with CRM isn't required here, an appreciation for how service design impacts operational systems is valuable.

Operations Values:

• Care Passionately: Demonstrating genuine commitment to user needs and the impact of services.
• Be Fluent in People: Deep understanding of human behaviour, motivations, and needs to inform design decisions.
• Believe in Your Craft: Confidence in service design methodologies and their ability to solve complex problems.
• Push Convention: Willingness to challenge existing norms and explore innovative solutions.
• Be Open to Change: Adaptability and flexibility in responding to new information, feedback, and project requirements.
• Value Each Other: Fostering a collaborative and supportive team environment, respecting diverse perspectives.
• Hands-on and Collaborative: Working closely with multidisciplinary teams and clients to co-create solutions.
• Facilitative Leadership: Guiding discussions and workshops to achieve consensus and drive progress.
• Transparent Communication: Openly sharing research findings, design concepts, and project progress.
• Iterative and Feedback-Driven: Embracing feedback loops to refine designs and approaches.

📝 Enhancement Note: The company's values are a strong indicator of its desired culture. For operations professionals, embodying "Care Passionately," "Be Fluent in People," and "Value Each Other" translates to understanding customer needs, empathizing with internal stakeholders, and fostering strong cross-functional relationships. "Push Convention" and "Be Open to Change" are critical for driving operational innovation and process improvement.

• Managing Client Expectations: Working with clients who may be new to UCD and require significant education and buy-in.
• Navigating Ambiguity: Tackling complex, ill-defined problems inherent in service transformation projects.
• Balancing User Needs with Business Constraints: Ensuring designs are desirable for users, feasible to implement, and viable for the business/client.
• Driving Adoption of New Methodologies: Championing UCD and sustainable design practices within client organizations and internally.
• Contractual Time Constraints: Delivering high-quality outcomes within a fixed 3-month period.
• Exposure to Diverse Sectors: Gaining experience across government, healthcare, and the private sector provides broad context.
• Advanced Service Design Techniques: Deepening expertise in areas like service blueprinting, customer journey mapping, and strategic foresight.
• Leadership and Management Skills: Developing capabilities in leading teams and managing client relationships.
• Sustainability in Design: Learning to integrate environmental considerations into service design processes.
• Networking: Building connections within NECSWS and with various client organizations.

📝 Enhancement Note: Operations roles often face similar challenges related to stakeholder management, navigating ambiguity, and balancing competing priorities. The growth opportunities here mirror those in operations, focusing on developing leadership, strategic thinking, and specialized domain expertise.

Strategy Questions:

• "Describe a complex service design project you led from inception to completion. What were the key challenges, your approach, and the measurable outcomes?" (Focus on your process, leadership, and impact.)
• "How do you approach mapping and analyzing complex systems to identify strategic recommendations for service improvement?" (Prepare to discuss systems thinking models and frameworks.)
• "Imagine a client is resistant to user-centered design. How would you champion its adoption and demonstrate its value?" (Focus on communication, persuasion, and evidence-based arguments.)
• "How do you ensure services are inclusive and accessible? Provide an example of how you've incorporated these principles." (Showcase your understanding of diverse user needs.)
• "Describe a time you had to manage conflicting stakeholder needs. What was your strategy, and what was the outcome?" (Highlight negotiation and relationship management skills.)

Company & Culture Questions:

• "What appeals to you about NEC Software Solutions and our work with public services?" (Research NECSWS's mission and recent projects.)
• "How do you embody our values: 'Care Passionately,' 'Be Fluent in People,' 'Believe in Your Craft,' 'Push Convention,' 'Be Open to Change,' 'Value Each Other'?" (Prepare specific examples for each value.)
• "How would you contribute to refining NEC Digital Studio's approach to inclusive and sustainable design?" (Think about how you can add value beyond project delivery.)
• Structure: Aim for a STAR (Situation, Task, Action, Result) approach for each case study.
• Visuals: Use clear, well-designed visuals to illustrate your process and outcomes. Service blueprints, journey maps, and wireframes are excellent.
• Narrative: Tell a compelling story about the problem, your journey to the solution, and the impact.
• Focus on Impact: Quantify results where possible (e.g., "reduced user task completion time by 20%," "increased customer satisfaction scores by 15 points").
• Engagement: Be prepared to answer detailed questions about your decisions, methodologies, and how you collaborated with others.

To apply for this operations-adjacent design position:

• Submit your application through the provided link on SmartRecruiters.
• Portfolio Customization: Tailor your portfolio to highlight end-to-end service design projects, emphasizing UCD, systems thinking, stakeholder management, and measurable outcomes relevant to public sector or complex organizational challenges.
• Resume Optimization: Ensure your resume clearly articulates your experience in leading projects, managing multidisciplinary teams, and driving service improvements. Use keywords from the job description such as "Service Design," "User-Centred Design," "Systems Thinking," "Stakeholder Management," and "UCD."
• Interview Preparation: Practice articulating your experience using the STAR method, prepare specific examples for the company values, and be ready to present a strong case study from your portfolio. Research NECSWS and their client base.
• Company Research: Understand NECSWS's mission, their work in public services, and their commitment to inclusive and sustainable design. This will help you articulate your alignment with their goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have significant experience in service design and be skilled in various areas such as research, strategy, user-centered design, and stakeholder management. A degree or relevant professional experience in service design is required.