Credera
Service Designer – Delivery Centre- Newcastle
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Role Overview
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 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, helping clients understand the current landscape, dependencies, user and business needs, and technical constraints to explore practical solution options
- 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. Communicate blockers, risks and dependencies clearly to support informed decision-making and delivery planning
- 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
- Proactive and able to work independently, with confidence to help lead and facilitate workshops with key stakeholders
- Strong storytelling and presentation skills, with the ability to synthesise and visualise complex ecosystems, service journeys, and concepts for different audiences
- Basic data knowledge, with an understanding of data architecture and analytics considered advantageous
- Recognised expertise in service design within a specific domain, shaping design approaches and guiding others
- Experience coordinating design across a defined workstream and supporting small, multidisciplinary teams or pods
- The ability to resolve routine design and delivery challenges independently, escalating where wider support is needed
- Experience coaching colleagues and sharing knowledge to build the team's design capability
- 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).
- Familiarity with content design, interaction design, and accessibility testing practices.
- Experience preparing for and participating in GDS service assessments.
- 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.
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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.
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.
About Us
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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