TPXimpact | B Corp™
Senior Service Specialist
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Senior Service Designer
About The Role
We’re looking for a Senior Service Designer, you will be reporting to a Lead Service Designer and support the Head of Practice to lead a stable and knowledgeable practice.
On client projects, your expertise means you’ll manage or maintain the quality of the design work delivered. You’ll work as part of multidisciplinary teams, including others in DT Design and across TPXimpact, as well as associates and client teams.
You’ll support running the practice effectively as a line manager and mentor.
Responsibilities
- Support the Lead, Project Director, partner or sponsor to deliver successfully on a client project
- Support delivery colleagues in raising issues quickly
- Confidently communicate the value of service design and user-centred design approaches in digital design
- Support business development activities led by others such as bids and client pitches/presentations
- Adapt rapidly to constructive feedback
- Comfortable having difficult conversations with others about project scope, risks and challenges
- Contribute actively to Community of Practice activities through sharing your work, knowledge and approaches, and help to define best practices to improve consistency of delivery
- Stay up-to-date with the latest industry trends and technologies, and share this knowledge with others
- Line manage others in your practice and escalate emerging issues to colleagues quickly
- Adapt your approach depending on a client’s organisation cultures, design maturity and appetite for change
- Foster a culture of collaboration and continuous improvement on teams and across TPXimpact
- Continuously maintain and update skills and knowledge to stay current within your relevant field of expertise
About You
Professional Knowledge and Experience
Essential
- Able to partner and work with clients to build, grow, develop UCD capability
- Experience with user-centred design and agile ways of working, navigating the entire design process from user research to creating, testing, and rolling out new solutions
- Navigating the complexities of public services and/or regulated industries, understanding the systems in which they operate to drive change
- Identifying areas of opportunity for service innovation, using an inclusive approach to involve at-risk and hard-to-reach groups
- Designing and leading in as-is and to-be prototypes, with the ability to test them (from participant recruitment to creating and evaluating touchpoints)
- Ability to carry out service audits and measure service performance, with recommendations for improvements
- Capability to visualise and communicate strategic thinking and impact of change through engaging storytelling for senior leaders, stakeholders, users, and communities
- Ability to create business cases to highlight opportunities and next steps for service transformation and service-led organisations
- Knowledge of business models, understanding operating models and organisational models
- Experience as a mentor leading/mentoring other designers
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Desirable
- History of working in an agency/consulting environment
- Experience working in Central Government across Alpha, Beta and Live projects in line with the GDS service standard
Technical Skills
- Map complexity within systems, organisations (including relationships, influences, dependencies, patterns and dynamics)
- Articulate service propositions and develop different service models according to user and organisational needs
- Translate ideas (sketching to high-fidelity designs) to test assumptions and hypotheses, bringing ideas to life with evidence-led approaches using data and research insights
- Co-design techniques to bring together diverse groups including users and stakeholders to define and understand challenges in a service landscape
- Prototyping and testing end-to-end services and individual components
- Creating visual and engaging artefacts (high-level conceptual diagrams through to detailed service blueprints)
- Contributing to service backlogs and ensuring user needs are central
- Designing and supporting the building of inclusive and accessible products and services
- Experience working with technology and change specialists in technical, complex programmes across alpha, beta, and live stages
Behaviours and PACT Values
core Values
Purpose: Approach client engagements professionally, creatively, and with commercial awareness while balancing our operational needs. Ensure clear processes for quality delivery through Design operations.
Accountability: Be answerable, especially on client projects, for pacing delivery on time, under budget, and collaboratively with other leaders. Lead by setting high design standards that align with DT Ways and Missions.
Craft: Prioritise implementation while leading high-performing teams by fostering strong relationships internally and externally. Navigate ambiguity with assured problem-solving for client and business benefit.
Togetherness: Collaborate effectively, demonstrating collective high standards in client experience and delivery excellence. Collaborate to adapt vision and hold practice standards.
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PACT Values
- Purpose: Our purpose drives organisational impact across people, places, and planet.
- Accountability: Balancing growth and flexibility within self-organising, stakeholder-centred delivery.
- Craft: Combining precision, creativity, and problem-solving as we serve our clients.
- Togetherness: Captures our collaborative, user-centred and fun working culture, maximizing positive belonging.
Portfolio
We welcome a portfolio of your work as part of your application—so please do share.
About Us
People-Powered Transformation
We’re a purpose-driven organisation, helping clients create a better future by empowering people, places, and the planet. Our expertise in human-centred design, data, experience and technology, drawn from public, private and third sectors, ensure we deliver sustainable, future-proof solutions.
Rooted in our collaborative and empathetic values, we foster a team culture of deep empathy and unwavering determination for lasting transformative impact—through people, with people, and for people.
By deeply understanding client challenges, we support the creation of team capability and confidence to sustain continuous learning, iteration, and adaptation.
Benefits
- 30 days annual leave + public holidays
- Volunteer days – 2 days to pursue causes you care about
- Maternity/Parental leave: 6 months of maternity leave, 3 months paternity leave
- Life assurance
- Employer pension contribution of 5%
- Health cash plan benefits
- Learning and development budget for personal growth
- Employee Assistance Programme
- Access to equity in the business through a Share Incentive Plan
- Green incentive programs – Electrical Vehicle Leasing and Cycle to Work Scheme
- Financial advice
- Health assessments
About TPXimpact - Digital Transformation
We specialise in driving fundamental digital transformation. Through agile, multidisciplinary teams, we blend technology, design, and data to achieve better outcomes—benefiting individuals, organisations, and communities.
By working collaboratively with clients, we transform systems and services while co-building in-house capability, ensuring long-term sustainability. Our focus is positive impact.
We champion diversity, inclusive hiring practices, and hybrid working arrangements. If you have accessibility needs for interviews, please let us know. Hybrid working (Leeds, London or Manchester office presence expected once per week).
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