Service Designer - Public Sector

We are looking for an experienced Service Designer to help shape clear, user-centred, end-to-end services for our public-sector clients. In this role, you will work within multidisciplinary teams to improve how services are delivered across people, processes, policy, and technology. You will play a key part in ensuring services meet user needs, support operational goals, and align with government standards. Responsibilities:

• Plan and facilitate workshops that help teams develop a shared understanding of end-to-end services, mapping how people, technology, and processes interact across the service lifecycle
• Work closely with user researchers to interpret research findings and communicate insights to stakeholders, informing service strategy and roadmaps
• Identify and define meaningful measures to evaluate service performance, user experience, and organisational outcomes
• Create service design artefacts such as concept journeys, service blueprints, and roadmaps to support effective service delivery
• Map current and future service states, helping teams understand dependencies, pain points, and opportunities across the intersection of technology, operations, and policy
Join our dynamic team and take on the challenge of shaping end-to-end enterprise experiences for users, prospects, customers, and employees. As a Service Designer, you'll generate insights through research, analyze findings to inform strategic initiatives, define key UX and organizational measurements, and design.

Required technical and professional expertise
• 1-2 years proven experience in service design and methodologies.
• Experience of working with/ delivering for external clients.
• Strong research and analysis skills.
• Excellent communication and interpersonal skills.
• Ability to work well in a team and adapt to changing priorities.
To stand out, experience with user research methods and tools, familiarity with service design frameworks, knowledge of UX design principles, and experience with visual design tools would be advantageous. Above all, a passion for service design and continuous improvement is essential. 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). Preferred technical and professional experience
• 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.
IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

At IBM Consulting UK FutureNow, you'll build a career at the forefront of hybrid cloud and AI, working with leading clients across the public and private sectors. You'll collaborate with top industry professionals, gain hands on experience with cutting edge technologies, and deliver solutions that create real business impact. From day one, you'll work on meaningful, high profile programmes that stretch your skills and accelerate your growth. We invest heavily in you--supporting continuous learning, in demand skills development, and long term career progression. You'll thrive in a flexible, inclusive environment that values curiosity, encourages reinvention, and recognises what makes you unique.


• 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.