Credera
Senior Service Designer – Delivery Centre- Newcastle
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About the Role
Would you like to be part of a growing delivery capability in a people-centric organisation? Or perhaps work in an open and collaborative learning environment? Are you passionate about designing user-centred services that make a genuine difference? We have got all this and more. Whatever your aspirations, we're looking for senior service designers to be part of an exceptional Delivery Centre capability, providing dedicated design and delivery capacity for our clients.
The Service Designer is responsible for designing and improving end-to-end services across one or more Delivery Centre engagements. The role focuses on ensuring services are user-centred, accessible, and aligned to government policy and delivery standards, balancing user needs, operational processes, and regulatory constraints. Operating within agile, multidisciplinary teams, the Service Designer plays a key role in translating policy intent into practical, deliverable service experiences.
The central hub for this position is in Newcastle but we welcome applicants from across the North-East. We operate a hybrid working policy with an expectation of 60% in office time. We value collaboration and client impact, so our hybrid model is designed to strike a balance between flexibility, in-person connection, and delivering exceptional outcomes for our clients.
Responsibilities
- Design and iterate end-to-end service journeys across digital and offline channels
- Apply user-centred design (UCD) to understand user needs, including underserved or vulnerable groups
- Create artefacts such as journey maps, service blueprints, and ecosystem maps to inform delivery
- Collaborate with Product, Delivery, Engineering, BA, and Research to embed design into agile delivery
- Facilitate workshops and co-creation sessions with client stakeholders and delivery teams
- Identify and address pain points, inefficiencies, and policy or delivery constraints
- Ensure services meet GDS standards, including accessibility, inclusivity, and usability
- Support prototyping, testing, and continuous iteration based on user feedback and evidence
- Contribute to service assessments, governance, and design assurance activity
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Essential skills
- Experience delivering service design in Public Sector or regulated environments
- Strong knowledge of GDS standards and UCD methodologies
- Expertise in journey mapping, service blueprinting, and systems thinking
- Experience working in agile, multidisciplinary delivery teams
- Ability to translate policy, user needs, and business requirements into service designs
- Strong stakeholder engagement and facilitation skills
- Recognised as a senior service design expert and thought leader, shaping design strategy and direction across multiple engagements
- Experience leading complex, multi-team design areas or service lines with strategic oversight and minimal direction
- The ability to anticipate systemic design and delivery risks across multiple areas, taking strategic ownership of mitigation
- Experience building design capability and developing others across teams
- You will be required to pass BPSS screening for this role.
Desirable skills
- Experience in service design for large scale enterprise cloud or data platforms.
- Experience with prototyping and design tools (e.g. Figma, Sketch, Axure, Mural).
- Experience preparing for and leading GDS service assessments.
- Experience defining service design standards or establishing communities of practice.
- Relevant certifications or formal training in service design or user-centred design.
- Experience in using AI in application of the role through advanced prompting techniques.
Benefits
Along with a great company culture, Credera provides an exceptional compensation package including a competitive salary and a comprehensive benefit plan. Whilst working on a long-term engagement, you will have access to a range of training and development opportunities, as well as coaching and mentoring from experienced technologists.
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Our consistent growth over the years and entrepreneurial environment, provides an excellent platform to embark upon an exciting career path, where your contribution really counts, and we will recognise it. With a supportive network of colleagues around the globe and exciting client assignments, you’ll feel empowered to bring your best self and thrive in a collaborative environment. We are a social bunch of people and connect as a team on a regular basis.
Learn More
Credera is Omnicom's global consulting firm that combines transformational consulting capabilities, deep industry knowledge, AI and technology expertise to deliver valuable customer experiences and accelerated growth across a broad range of industries worldwide. Our one-of-a-kind global boutique approach means we provide our clients with tailored solutions unique to their organisation that can scale due to our extensive footprint. As a values-led organisation, our mission is to make an extraordinary impact on our clients, our people, and our community.
We believe it is this approach that has allowed us to work with and transform the most influential brands and organisations in the world, from strategy through to execution. More information is available at credera.co.uk. We are part of the OPM Group of Companies, within Omnicom Group Inc.
Credera will never ask for money up front and will not use apps such as Facebook Messenger, WhatsApp or Google Hangouts for communicating with you. You should be very wary of, and carefully scrutinise, any job opportunity that asks for money prior to starting and/or one where all communications take place exclusively via chat.
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