Introduction

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.

We offer:

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.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

We are looking for a Service Designer to help shape clear, accessible, end‑to‑end services that meet the needs of users and support effective delivery across government. You will work as part of a multidisciplinary team, collaborating with user researchers, product managers, designers, and technical specialists to design services that align with GDS standards and public‑sector priorities.

Responsibilities

• Plan and deliver service design activities across the full service lifecycle, ensuring alignment with the GOV.UK 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

Required education

None

Preferred education

Bachelor's Degree

Required technical and professional expertise

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.

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.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people…