Senior Service Designer Contractor

The Design Project; Greater London; On-site; GBP 80,000 - GBP 100,000; Full time

Job summary

A leading consulting firm in London is seeking a Senior Service Designer Contractor to lead service design initiatives within agile delivery teams. The role requires deep expertise in user-centered design and extensive experience in working with complex digital transformation projects, particularly in government sectors. This is a contract role focused on delivering high-quality service design outputs that improve client outcomes. Candidates must possess strong facilitation skills, data-driven decision-making abilities, and a proven track record of successful service design engagements.

Benefits

Flexible working hours

Opportunity to work with government clients

Qualifications

• 5-10 years of experience in service design, especially in digital transformation.
• Experience in working with GDS principles and public sector projects.
• Strong portfolio demonstrating end-to-end service design.

Responsibilities

• Deliver service design consultancy within agile teams.
• Facilitate workshops and sprints to ensure alignment.
• Map end-to-end services to identify improvement opportunities.

Skills

Service design expertise

Agile methodologies

User research

Workshop facilitation

Data-driven decision making

Communication skills

Education

Relevant degree in Design, HCI, or Computer Science

Tools

Figma

Miro

Adobe Creative Suite

Jira

Job description

Job Title: Senior Service Designer ContractorCompany: Hitachi SolutionsLocation: London, United KingdomJob Type: ContractCategory: Service Design / Digital Transformation ConsultingDate Posted: 2026-01-28Experience Level: 5-10 Years (Mid-Senior Level)Remote Status: On-site

• This role focuses on delivering strategic service design expertise for digital transformation initiatives, requiring a strong understanding of user-centered design principles within complex project environments.
• The position involves working on a project-by-project basis with diverse clients, including UK Government, necessitating adaptability and a robust portfolio of successful service design engagements.
• Key responsibilities include end-to-end service mapping, applying research and data to validate design decisions, and facilitating workshops to drive alignment and momentum within agile delivery teams.
• Contractors will operate independently within multidisciplinary teams, maintaining accountability for their deliverables while contributing to the overall project success and ensuring adherence to standards like the GDS Service Standard.

📝 Enhancement Note: The role is explicitly for an independent contractor, outside IR35, and emphasizes delivery-focused project work. This suggests a need for strong self-management, clear deliverable tracking, and a proven ability to integrate into client teams seamlessly without formal line management duties. The mention of UK Government clients implies a need for understanding or experience with public sector service design frameworks and procurement processes.

📈 Primary Responsibilities

• Provide expert, independent service design consultancy within multidisciplinary agile delivery teams.
• Plan, execute, and deliver comprehensive service design activities aligned with project objectives, milestones, and decision-making needs.
• Design and map end-to-end services, encompassing people, processes, technology, and policy elements, to identify opportunities for improvement and innovation.
• Leverage user research, data analytics, and evidence-based insights to understand user needs, define complex problems, and validate proposed service design solutions.
• Facilitate effective workshops, design sprints, and collaborative sessions to foster team alignment, drive critical decision-making, and maintain project delivery momentum.
• Clearly articulate service concepts, design rationale, potential trade-offs, and recommendations to a diverse range of stakeholders, including technical teams, product managers, and senior business leaders.
• Collaborate closely with delivery teams while maintaining ultimate responsibility for the quality, completeness, and timeliness of own service design outputs and deliverables.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking (end-to-end mapping, problem framing) and tactical execution (workshop facilitation, data application). The emphasis on "validating service design decisions" and "moving from ambiguity to clarity" points to a need for a pragmatic, evidence-based approach to design, rather than purely conceptual work.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrable experience in service design are paramount. Applicants with degrees in Design, HCI, Computer Science, or related fields may have a foundational understanding.

Experience: 5-10 years of progressive experience in service design, with a significant portion dedicated to complex digital transformation or organizational change programs.

Required Skills:

• Demonstrated expertise in delivering service design on complex digital or organizational change programmes.
• Proven ability to design and improve end-to-end services in challenging environments with multiple stakeholders, constraints, and dependencies.
• Practical experience working across all phases of agile delivery, including Discovery, Alpha, Beta, and Live stages.
• Hands-on experience involving a wide range of users and stakeholders in service design workshops and activities.
• Proficiency in using research, data, and evidence to inform service design decisions and rigorously test concepts.
• Strong facilitation skills for focused, outcome-driven workshops that guide teams from ambiguity to clarity.
• Applied experience with the GDS (Government Digital Service) Service Standard within delivery team contexts.
• Confidence and ability to work closely and collaboratively with designers, engineers, product managers, and senior business stakeholders.
• Excellent communication and presentation skills, capable of conveying complex design concepts clearly to both technical and non-technical audiences.

Preferred Skills:

• Experience with specific user research methodologies (e.g., ethnography, usability testing, journey mapping).
• Familiarity with design thinking frameworks and their application in enterprise settings.
• Experience with prototyping tools and techniques to visualize and test service concepts.
• Understanding of business analysis principles and their integration with service design.
• Knowledge of accessibility standards and inclusive design practices.

📝 Enhancement Note: The emphasis on "GDS Service Standard" is a critical differentiator for UK government projects, indicating a need for candidates familiar with its principles and application. The requirement for experience across all agile delivery phases (Discovery to Live) suggests a need for a holistic understanding of the design lifecycle within an iterative development process.

• Showcase end-to-end service design projects, clearly illustrating the problem, your role, the process followed, and the tangible outcomes or improvements achieved.
• Include examples of service blueprints, user journey maps, process flows, and wireframes/prototypes that demonstrate your design thinking and problem-solving capabilities.
• Demonstrate how you've utilized user research, data, and evidence to inform design decisions and validate your solutions, with clear links between insights and design outputs.
• Present case studies of facilitated workshops and collaborative sessions, highlighting how you drove alignment, decision-making, and project momentum.
• Provide evidence of working within agile delivery teams and adhering to relevant standards, such as the GDS Service Standard.

Process Documentation:

• Detail your approach to mapping complex services, including methodologies for identifying touchpoints, user interactions, and backstage processes.
• Illustrate your process for integrating user research and data analysis into the design lifecycle, from problem framing to solution validation.
• Show how you document and communicate design decisions, trade-offs, and rationale to diverse stakeholder groups.
• Include examples of how you've iterated on designs based on feedback, testing, and evolving project requirements.

📝 Enhancement Note: For a contractor role emphasizing delivery, the portfolio needs to be outcome-oriented. It should clearly articulate the impact of the service design work, demonstrating value delivered to previous clients or projects, rather than just showcasing theoretical understanding.

Salary Range: As a Senior Service Designer Contractor role outside IR35, daily or hourly rates are typical. Based on industry benchmarks for experienced contractors in London within the Digital Transformation and Consulting sector, rates could range from £450 - £700+ per day, depending on the specific project, client (commercial vs. government), and the contractor's proven track record and negotiation.

• As an independent contractor, standard employee benefits (pension, holiday pay, sick leave) are not typically provided.
• The primary benefit is the flexibility and autonomy of contract work, allowing for project-based engagement and choice.
• Opportunity to work on diverse and challenging digital transformation projects with a reputable global consultancy.
• Exposure to a variety of clients, including significant UK Government initiatives, offering valuable portfolio-building experience.
• Potential for ongoing engagements or future contract opportunities within Hitachi Solutions' talent pool.

Working Hours: Standard working hours are expected to align with project requirements, typically around 37.5-40 hours per week, with potential for flexibility depending on project needs and client expectations. The role is on-site in London.

📝 Enhancement Note: Salary estimation is based on London contractor rates for senior-level digital design and consulting roles. The "outside IR35" status is critical, meaning the contractor is responsible for their own tax and National Insurance contributions, which should be factored into rate negotiation. Benefits are typically self-managed by the contractor.

Industry: Hitachi Solutions Europe operates within the Digital, Data, and Technology consulting sector, with a strong focus on Microsoft technologies. They serve a broad range of clients, including commercial enterprises and UK Government bodies, aiming for end-to-end digital transformation.Company Size: Hitachi Solutions is a significant global consultancy, part of the larger Hitachi Group. This implies a robust organizational structure, established processes, and access to extensive resources, while still fostering an agile approach for project delivery teams.Founded: Hitachi Solutions was founded in 1990, with a long history in technology consulting and a strategic focus on cloud services and digital transformation. This longevity suggests stability and deep domain expertise.

Team Structure:

• Contractors will join multidisciplinary project teams, typically comprising designers, engineers, product managers, project managers, and client stakeholders.
• The reporting structure for contractors is project-specific, focusing on direct collaboration with the project lead or client product owner for day-to-day task management and delivery oversight.
• Cross-functional collaboration is essential, requiring effective communication and partnership between service designers and technical/business counterparts to achieve integrated solutions.

Methodology:

• Hitachi Solutions emphasizes user-centered design and harnessing the power of the latest technologies, particularly Microsoft's ecosystem.
• Agile methodologies are central to their delivery approach, focusing on iterative development, rapid feedback, and continuous improvement.
• They are committed to end-to-end transformation, meaning projects often involve a holistic view of user experience, business processes, and technology integration.

📝 Enhancement Note: The company's partnership with Microsoft and focus on digital transformation suggests a modern, tech-forward environment. The dual focus on commercial and government clients indicates a need for adaptability in approach and understanding of different stakeholder needs and regulatory environments.

Operations Career Level: This role represents a senior-level individual contributor position within the Service Design discipline. It is focused on project-based delivery rather than long-term internal capability building or line management. The contractor is expected to bring significant expertise and autonomy to client engagements.

Reporting Structure: Contractors will typically report to a Project Manager or directly to a client-side Product Owner/Lead, with functional guidance or oversight from a Hitachi Solutions engagement manager or senior consultant for contractual and quality assurance purposes.

Operations Impact: Senior Service Designers play a critical role in shaping the user experience and effectiveness of digital services. Their impact is directly tied to improving user satisfaction, increasing adoption rates, streamlining processes, and ultimately contributing to the business outcomes and strategic objectives of the client organization. For government clients, this translates to improving public service delivery and citizen engagement.

• For contractors, growth typically involves securing extensions on current projects, moving to new, more complex projects within Hitachi Solutions, or expanding their client base and project portfolio.
• Opportunities exist to deepen expertise in specific sectors (e.g., public sector) or technologies, and to refine skills in areas like complex problem-solving and senior stakeholder engagement.
• While this role is contractual, successful contractors may be considered for future contract opportunities or, in some cases, potentially for permanent roles within Hitachi Solutions if aligned with business needs and individual aspirations.

📝 Enhancement Note: As a contract role, "growth" is primarily project-centric. The value lies in the experience gained, the network built, and the ability to secure future high-value engagements. The emphasis is on demonstrated delivery excellence rather than internal career ladder progression.

Office Type: The role is based in London and is on-site. This implies working within a professional office environment, likely shared with other Hitachi Solutions consultants and potentially client teams, fostering collaboration and in-person interaction.

Office Location(s): Specific office locations in London would need to be confirmed, but likely situated in a central business district accessible via public transport. Client project locations may vary across London or the wider UK.

Workspace Context:

• The workspace is expected to be collaborative, facilitating interaction with multidisciplinary project teams, including designers, developers, product managers, and client representatives.
• Access to standard office technology, collaboration tools, and potentially specialized design software will be provided, though contractors are often expected to bring their own primary tools or licenses for specialized software.
• Opportunities for direct engagement with project teams and stakeholders are high, encouraging dynamic problem-solving and iterative design processes.

Work Schedule: The schedule will be project-driven, typically aligning with standard business hours (e.g., 9 AM to 5 PM), Monday to Friday. While the role is on-site, some degree of flexibility might be negotiable depending on project demands and client expectations, but core hours will likely be required for team collaboration.

📝 Enhancement Note: The "on-site" and "contractor" nature of the role means the contractor will integrate into the client's or Hitachi's project setup. The focus is on effective collaboration within a physical workspace.

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess relevant experience, skills, and alignment with the role's requirements, particularly experience with GDS standards and complex programs.
• First Interview: Likely with a Hitachi Solutions recruitment specialist or a senior consultant. This will focus on your background, motivations, understanding of service design principles, and experience with agile delivery and stakeholder management.
• Portfolio Presentation/Workshop Exercise: You may be asked to present a case study from your portfolio, detailing a specific project's challenges, your approach, and outcomes. Alternatively, a short design or problem-solving exercise might be given to assess your thinking process.
• Client Interview (Potentially): For some engagements, a final interview with the client stakeholder (e.g., Product Owner, Project Manager) might be required to ensure cultural fit and alignment with project needs.
• Curate Strategically: Select 2-3 of your strongest, most relevant projects that showcase complex problem-solving, end-to-end service design, and successful delivery within agile or government contexts.
• Structure Your Case Studies: For each project, clearly articulate the problem statement, your specific role and responsibilities, the methodologies used (research, mapping, facilitation), key decisions and trade-offs, and most importantly, the measurable outcomes or impact achieved.
• Highlight GDS Experience: If you have experience applying the GDS Service Standard, make this explicit and provide concrete examples of how you've integrated its principles into your work.
• Showcase Collaboration: Demonstrate how you've worked effectively within multidisciplinary teams and managed diverse stakeholder expectations.
• Be Ready to Discuss: Prepare to talk through your process, justify your design decisions, and answer questions about challenges you've faced and how you overcame them.
• If a practical exercise is given, focus on understanding the brief thoroughly.
• For design challenges, articulate your assumptions clearly, outline your approach (even if time-limited), and focus on demonstrating your thought process and problem-framing skills.
• For workshop facilitation scenarios, explain how you would structure the session, engage participants, and drive towards actionable outcomes.
• Be prepared to discuss how you would use research and data to inform your approach.

📝 Enhancement Note: The emphasis on "delivering agreed service design outcomes" and the mention of GDS Service Standard suggest that interviewers will be looking for practical, evidence-based design skills and an understanding of public sector digital standards.

Primary Tools:

• Service Design & Mapping: Tools like Miro, Mural, Figma, Sketch, Adobe Creative Suite (Illustrator, XD), Lucidchart, Visio for creating service blueprints, user journey maps, process flows, and wireframes.
• User Research & Analysis: Tools for survey creation (e.g., SurveyMonkey, Typeform), user interview transcription (e.g., Otter.ai), affinity mapping, and data analysis (e.g., Excel, Google Sheets).
• Collaboration & Prototyping: Tools such as Jira, Confluence for agile project management and documentation; potentially InVision or Axure for interactive prototyping.
• Presentation: Microsoft PowerPoint, Google Slides for communicating findings and designs to stakeholders.

Analytics & Reporting: While not the primary focus, familiarity with understanding analytics dashboards (e.g., Google Analytics, Power BI, Tableau) to inform design decisions is beneficial.

CRM & Automation: Generally not a primary focus for service designers, but an understanding of how CRM systems (e.g., Salesforce) and automation tools impact user journeys and service delivery is advantageous.

📝 Enhancement Note: The specific tools are less critical than the ability to use them effectively to achieve service design outcomes. Proficiency in collaborative whiteboarding tools (Miro/Mural) and design software (Figma/Sketch) is highly probable.

Operations Values:

• User-Centricity: A deep commitment to understanding and designing for user needs, ensuring services are intuitive, accessible, and effective.
• Collaboration: Fostering strong partnerships within multidisciplinary teams and with stakeholders to co-create solutions and drive consensus.
• Data-Driven Decision Making: Utilizing research, data, and evidence to inform design choices, validate assumptions, and measure impact.
• Agility & Iteration: Embracing agile methodologies to deliver value incrementally, adapt to changing requirements, and continuously improve services.
• Excellence & Quality: A dedication to delivering high-quality, well-researched, and robust service designs that meet project objectives and client expectations.
• Expect a highly collaborative environment where cross-functional teams work closely together, sharing insights and co-designing solutions.
• The style will likely involve frequent communication, open feedback loops, and a shared responsibility for project success.
• Emphasis on transparency in design processes and decision-making, facilitated through shared digital canvases and regular check-ins.

📝 Enhancement Note: Hitachi Solutions' culture likely reflects a blend of large corporate structure and agile project delivery. Values will center around client success, technological innovation, and effective teamwork.

• Navigating Complex Stakeholder Landscapes: Managing expectations and aligning diverse needs and priorities across multiple client departments and teams.
• Integrating with Existing Systems/Processes: Designing services that can be effectively implemented within potentially legacy technical environments or established organizational structures.
• Balancing User Needs with Business/Technical Constraints: Finding pragmatic solutions that meet user needs while remaining feasible within project budgets, timelines, and technical limitations.
• Demonstrating Clear ROI for Service Design: Quantifying the impact of service design efforts to justify investment and secure buy-in, especially in government contexts where budget justification is critical.
• Adapting to Project-Specific Methodologies: Quickly understanding and integrating into client-specific project frameworks, tools, and governance models.
• Sector-Specific Expertise: Gaining deeper knowledge of public sector digital transformation challenges, procurement, and service delivery standards.
• Advanced Stakeholder Management: Refining skills in influencing, negotiating, and communicating with senior leaders and diverse user groups.
• Complex Problem Solving: Tackling challenging, multifaceted service design problems that push the boundaries of current expertise.
• Exposure to New Technologies: Working with cutting-edge Microsoft technologies and other tools as part of digital transformation initiatives.
• Networking: Building a professional network within Hitachi Solutions and among client organizations.

📝 Enhancement Note: For a contractor, the primary "growth" comes from tackling challenging projects and expanding their portfolio of demonstrable successes. The challenges listed are common in senior consulting roles, especially within government.

Strategy Questions:

• "Describe a complex digital transformation program you worked on. What was your role as a Senior Service Designer, and what were the key service design challenges?" (Focus on problem framing, methodology, and stakeholder management).
• "How do you approach mapping end-to-end services, particularly in an environment with multiple dependencies and stakeholders?" (Highlight your process, tools, and collaboration techniques).
• "Walk me through a time you used research and data to significantly influence a service design decision. What was the impact?" (Emphasize evidence-based design and measurable outcomes).
• "How have you applied the GDS Service Standard in your work? Can you give specific examples?" (Crucial for UK Government projects; demonstrate practical understanding).
• "Describe a challenging workshop you facilitated. How did you ensure it was outcome-driven and moved the team from ambiguity to clarity?" (Focus on facilitation skills and achieving tangible results).

Company & Culture Questions:

• "Why are you interested in contract work with Hitachi Solutions, and specifically in delivering projects for clients like the UK Government?" (Show alignment with client types and Hitachi's mission).
• "How do you typically integrate into a new multidisciplinary delivery team and establish working relationships?" (Demonstrate collaboration and adaptability).
• "How do you ensure your service design work aligns with business objectives and technical feasibility?" (Show commercial awareness and pragmatic approach).
• Storytelling: Frame your portfolio projects as compelling stories with a clear beginning (the problem), middle (your process and solutions), and end (the impact/outcome).
• Visual Clarity: Use clean, well-organized visuals for diagrams, maps, and research findings. Ensure they are easy to understand at a glance.
• Focus on Your Role: Clearly delineate your specific contributions, especially in team-based projects.
• Quantify Impact: Whenever possible, use metrics and data to demonstrate the success of your designs (e.g., improved user satisfaction scores, reduced process times, increased task completion rates).
• Be Prepared for Deep Dives: Anticipate questions about your design choices, challenges faced, and alternative approaches you considered.

📝 Enhancement Note: Preparation should heavily emphasize practical experience, particularly with government digital standards, agile delivery, and stakeholder engagement. Be ready to articulate your process and demonstrate impact through case studies.

To apply for this Senior Service Designer Contractor position:

• Submit your application through the provided SmartRecruiters link.
• Curate Your Portfolio: Select 2-3 high-impact service design projects that best demonstrate your experience with complex transformations, agile delivery, and ideally, government sector work. Ensure each project clearly outlines the problem, your role, methodology, and quantifiable outcomes.
• Tailor Your CV: Highlight keywords from the job description such as "Service Design," "Agile Delivery," "User Research," "GDS Service Standard," "Digital Transformation," "Stakeholder Management," and "End-to-End Services." Quantify achievements where possible.
• Prepare Your Case Studies: Practice presenting your portfolio projects concisely, focusing on delivering a clear narrative and demonstrating your problem-solving approach, collaboration skills, and the value you delivered.
• Research Hitachi Solutions: Understand their focus on Microsoft technologies, digital transformation, and their work with UK Government clients to articulate your interest and alignment.

⚠️ 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 strong experience in service design for complex digital or organizational change programs and the ability to work with multiple stakeholders. Practical experience in agile delivery contexts and applying research to inform design decisions is also essential.