Senior Service Designer & On-site Client Delivery Lead

The role

You’ll identify and help solve the more complex service problems that our clients face. You’ll investigate, define and design the end-to-end, front‑stage and back‑stage service journey. You’ll consider the problem and solution spaces, balancing user needs, business goals and technical considerations.

You’ll play a leadership role in projects and guide the direction of work. You’ll build relationships with senior stakeholders and other interested parties. You’ll support less experienced colleagues and share your extensive knowledge widely.

You’ll ensure that work is carried out in accordance with Opencast's quality, environmental, and information security policies and procedures, as well as applicable customer policies, standards and procedures while working on client.

If you have less leadership experience, consider our consultant service designer role.

Requirements

This role involves weekly on‑site work, and you’ll be required to travel regularly to client locations across the UK. We’re looking for people who value in‑person collaboration, enjoy building strong relationships, and are passionate about delivering solutions that make a real difference for our clients.

Due to the nature of this role, you must either hold active Security Check (SC) clearance or be eligible and willing to undergo the clearance process.

SC clearance is granted in line with UK Government security vetting requirements. Typically, applicants must have UK citizenship and have lived continuously in the UK for at least the past five years, with no single absence exceeding 28 consecutive days. Nationality and immigration status may also be considered as part of the vetting process. We are unable to progress applications from candidates who do not meet these requirements. If you are unsure whether you meet the eligibility criteria, we encourage you to review the guidance or discuss this with us before applying.

We are recruiting for multiple positions, with opportunities available immediately and in the coming months. If you are interested in joining Opencast, we encourage you to apply.

In your CV and interview you’ll need to show how you have:

• Experience with the GDS / Gov Design Systems
• Analysed and synthesised complex information into actionable insights, needs and recommendations
• Conveyed complex information to different audiences, using appropriate creative techniques
• Designed artefacts to evidence existing systems and experiences
• Designed and facilitated user research, workshops and co‑design sessions
• Designed accessible and inclusive end‑to‑end services
• Analysed the impact and integration of all aspects of a service in the context of a larger service ecosystem
• Worked across multiple work streams
• Led discussions with product owners to plan and produce roadmaps
• Planned and executed service design practices to different timescales
• Considered future business needs and wider client strategies.
• Designing to government service standards

As well as service design skills, you’ll need to show that you have:

• Built trust and strong working relationships with senior stakeholders
• Respectfully and effectively challenged proposed decisions or solutions
• Created common ground between people
• Assigned tasks and set project milestones for yourself and others
• Coached less experienced practitioners

At the interview, we’ll ask you to present a piece of work that demonstrates this experience.

What we offer

A competitive package including a 7% employer pension contribution, share options, and a discretionary bonus. You’ll also benefit from 25 days’ holiday and access to 3 annual “life happens” days to support unexpected situations. We provide wellbeing support, ongoing professional development, volunteering opportunities, and the chance to be part of a genuinely supportive team.

Where you’ll work

This role requires regular on‑site attendance at our HQ, hub offices, and client sites, as well as the ability to work from home. Applicants must be able to travel to offices and client sites across the UK as part of their normal working arrangements, as travel is essential for fulfilling the responsibilities of the role.

We include you

We welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all.

Interview

Interviews will be conducted via Microsoft Teams. We’re happy to make adjustments to support your needs.

Want to know more?

Visit our website or email

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