FDM Group
Service Designer
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FDM is a global business and technology consultancy seeking a Service Designer
FDM is a global business and technology consultancy seeking a Service Designer to work with our global systems integrator client, supporting a number of high-profile discovery initiatives across a large-scale business transformation programme. You will play a key role in designing and improving end-to-end services, helping delivery teams understand user and business needs while shaping future service experiences through evidence-based design.
This is initially a 4-month assignment starting as soon as possible, with a predominantly remote, UK-based working arrangement and occasional travel to client sites in Bristol, Blackpool, or a client office location for workshops and stakeholder engagement activities.
This is an excellent opportunity for an experienced Service Design professional who enjoys hands-on delivery, working within multidisciplinary teams, and influencing the design and delivery of user-centred services.
All candidates must hold or be eligible to undergo SC clearance prior to starting in the role.
About the Role
We are seeking a Service Designer to support multiple discovery projects focused on understanding, mapping, and improving complex business and operational services. You will work closely with User Researchers, Content Designers, Delivery Managers, Business Analysts, Product stakeholders, and technical teams to identify opportunities for service improvement and design solutions that meet both user and organisational needs.
The role is delivery-focused, supporting discovery teams in understanding current service challenges, identifying pain points, and designing future-state services that improve user experience and operational efficiency. You will be responsible for creating service design artefacts, facilitating workshops, and bringing together research, business requirements, and operational insights to inform project outcomes.
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You will operate as part of a wider User-Centred Design (UCD) team, contributing to a collaborative and evidence-led approach to service improvement.
Responsibilities
- Planning and delivering service design activities across multiple discovery projects
- Mapping existing and future-state services, processes, and user journeys
- Analysing user research and business requirements to identify service improvements
- Creating service blueprints, journey maps, ecosystem maps, and other service design artefacts
- Facilitating workshops with stakeholders, users, and delivery teams
- Identifying service pain points, opportunities, and dependencies across complex environments
- Collaborating with User Researchers, Content Designers, Business Analysts, and technical teams to develop service recommendations
- Ensuring service designs align with user needs, business goals, and operational requirements
- Presenting design recommendations and service improvement opportunities to stakeholders
- Maintaining service design documentation and ensuring deliverables are completed in line with agreed
About You
- Proven experience working as a Service Designer within a digital, technology, or transformation environment
- Strong understanding of User-Centred Design (UCD) principles and service design methodologies
- Experience delivering service design activities throughout discovery phases
- Ability to map complex services and identify opportunities for improvement
- Experience creating service blueprints, journey maps, process maps, and other service design artefacts
- Strong workshop facilitation and stakeholder engagement skills
- Excellent communication and presentation skills
- Ability to synthesise research, business, and operational insights into practical service recommendations
- Experience working within Agile delivery environments
- Self-directed and delivery-focused, able to manage workload independently
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Nice to Have
- Experience supporting discovery-phase projects
- Experience working within large, complex organisational environments
- Familiarity with government or public sector digital delivery approaches
- Experience working as part of a multidisciplinary UCD team
- Knowledge of accessibility and inclusive design principles
- Understanding of service performance measurement and continuous improvement practices
- Experience working on HR, workforce, people-related, or case management services
About Us
FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.
Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
Why join us
- Career coaching, mentoring and access to upskilling throughout your entire FDM career
- Assignments with global companies and opportunities to work abroad
- Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
- Annual leave and work-place pension
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