Senior Service Designer  within Digital & Data Transformation
London or Manchester

Engine Transformation (ET) creates, accelerates, designs, and builds the future for our clients. We combine the creativity of an agency with the robustness of a consultancy and the technical agility of a start-up. Built on Research. Driven by Design. Fuelled by Data. Powered by Technology.

We Transform organisations through a world class research, design, data and technology culture, delivering better digital and multichannel experiences.  We combine depth of expertise with a breadth of experience, working across both public and private sector to deliver tangible outcomes in partnership with our clients, built on a philosophy of transparency, collaboration and agility.

Our services include strategy & innovation, market & customer research, change & delivery, service design, data driven transformation and solutions, technology strategy and data and software engineering

We are proud to work for clients as diverse as, Avon, Toyota, Honda, Hammersons, Ministry of Justice, Department for Education, HMRC, GDS and the Home Office. We have offices in London, Manchester, Sydney & Melbourne

We are a part of the Engine Group’s UK operations and form one of three business pillars, alongside our colleagues in Creative (advertising and marketing) and Communications (PR).  In total, Engine UK has over 800 staff in our London and Manchester offices.

Find out more at:

The Role: Senior Service Designer

  • Responsibilities:
    • 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
    • Running client workshops
    • Developing new service propositions for clients
    • Developing skills and mentoring colleagues in the service design practice
  • Required skills:
    • At least 5 years’ experience working in service design projects and 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 in complex programmes
    • Conceptualisation and proposition development supported by research
    • Strong communicator (e.g. through visual artefacts, design concepts, verbal and written)
    • Agile methodology
    • 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
  • Desired requirements:
    • 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 Experience of delivering Discovery, Alpha, Beta, Live
    • Retail, FS, government experience
    • Experience in design sprints and rapid prototyping
  • We like people who are:
    • Enthusiastic about what they do, and a delight to work with
    • Motivated and full of ideas
    • Data and technology fanatics, who can show an interest in and understanding of recent trends and the benefits they could bring
    • Passionate about working within data, digital and technology and with the drive and determination to continually improve
    • Able to build successful relationships to establish credibility
  • Our culture is built on:
    • Being one team; we work for and with each other with respect and positive intent; when the going is tough, we support not blame each other
    • We aim high and are ambitious; we bring the energy and positivity
    • We are curious and embrace new ideas and different perspectives, generous with our time and with each other
    • We are not afraid to fail, we learn from our failures, turning them into our future successes
    • We deliver quality in everything we do; we are open and honest with each other and our clients
  • Our benefits include:
    • Holiday entitlement, 28 days with the option to buy/sell up to 5 days
    • Day off (on or in the week of) your birthday
    • Pension eligibility, up to 5% matched contributions
    • Healthcare eligibility, private healthcare with Vitality, option to buy discounted family cover
    • Cycle to work scheme
    • Gym discounts
    • Free breakfast
    • Regular social events/activities
    • Childcare vouchers
    • Life Insurance

At ENGINE we believe in a culture of inclusivity, we celebrate difference and believe that diversity makes our business more relevant, our work more meaningful and our people more empowered. We’re committed to equality of opportunity for all and we're open to applications from all ethnicities, orientations, beliefs, gender identities + those with neurodiverse traits and disabilities.

If this sounds like you please get in touch to discuss in more detail.