Service Designer - Public Sector

Benefits

• 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.

• Plan and deliver service design activities across the full service lifecycle, ensuring alignment with the  Service Standard
• Work closely with user researchers to understand user needs and translate insights into actionable service improvements
• Create service design artefacts such as service blueprints, user journeys, capability maps, and end‑to‑end service models
• Map current and future service states, helping teams understand how people, processes, policies, and technology interact
• Support the design of cross‑channel services, ensuring they are inclusive, accessible, and deliver value for users and operational teams
• Facilitate workshops and collaborative sessions to build a shared understanding of service challenges and opportunities
• Work with delivery teams to ensure service concepts are realistic and feasible, contributing to iterative improvement during alpha, beta, and live phases
• Contribute to growing service design capability across teams by sharing best practice and mentoring less experienced team members

None

Bachelor's Degree

• Extensive experience in service design and methodologies.
• Exceptional analysis and communication skills.
• Strong strategic thinking and problem-solving abilities.
• Ability to influence stakeholders at all levels and drive organizational change.
• Proven experience in leading service design initiatives and projects.

• Experience with user research methods and tools.
• Familiarity with service design frameworks (e.g., Double Diamond, Service Design Network).
• Knowledge of UX design principles and practices.
• Experience with visual design tools (e.g., Sketch, Figma, Adobe XD).
• Passion for service design and continuous improvement.

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).

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.