Service Designer

The role

We believe in the power of ingenuity to build a positive human future in a technology-driven world.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are over 3,200 specialists in consumer, defence and security, energy and utilities, financial services, government, health and life sciences, manufacturing, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Europe, and the Nordics.

Bringing Ingenuity to Life.

We do this, as part of inclusive, agile, multi-discipline teams of specialists – designers, engineers, and all manner of technical subject matter experts (cybercrime, circular economy, manufacturing automation, cryptocurrency, food science, etc…) – to transform our client’s businesses at internet scale.

We practice and advocate for modern working techniques - Human-Centred Design, agile product culture, minimum viable bureaucracy, Cloud-native, data-fuelled, etc. etc. – for modern digital business.

This is a senior specialist practitioner role - you’ll spend your time on client projects, often deeply immersed in a small number of projects, contributing your expertise and leading more junior specialist practitioners. More senior roles have sales targets. This one does not, but you will play a role in growing client relationships and winning work.

The role includes:

  • With clients and colleagues, design and deliver strategic approaches to projects and problems - defining engagement model, project approach, service design activities, tasks, deliverables, etc. and explain them convincingly to clients and collaborators
  • Design and lead:
    • Customer/user research and insight, market research, and stakeholder engagement and evangelism – to uncover and articulate opportunity
    • Design thinking, vision and innovation workshop activities, and co-creation sessions – to visualise and express the vision for the transformed front-stage experience
    • Operational and capability change planning, and roadmap making – to plan the transformed back-stage-and-behind-the-scenes organisation (capabilities, structure, operating model, culture, etc.), and plan and mobilise the activities to deliver and implement it
    • Business-case or case-for-change activities - to size, prioritise and justify the change
  • Establish your own relationships with key clients. Contribute to business development by helping to identify and define opportunity with existing clients, and assist with pitches and bids to new and existing clients.
  • When leading other Service Designers (or audience researchers, or content designers, or UI/UX designers, etc.), set clear expectations about quality of strategic output. Coach teams and contributors to exceed those expectations, ensuring the resulting strategies are realisable
  • Model behaviours that create the best project experience and outcomes for all participants, in high-performing teams. Set and manage clear expectations for these behaviours and coach individuals/teams to exceed them.

Key skills you’ll need to be successful in this role:

  • Service design, experience mapping, customer research and testing, workshop design and facilitation, business design, organisation change, system thinking, roadmap creation, horizon-scanning, analysis and consulting
  • Forming and proposing early hypotheses, as a starting point to collaborative iteration (happy being publicly wrong too)
  • Collaboration - reconciling differences and opposing views; challenging and refining together, seeking and offering feedback, seeking counter-opinions
  • Using impactful storytelling and visualisation techniques, backed by data, to explain, evangelise and persuade in formal pressured settings (in writing and presentations) to large senior audiences.

The personal attributes we’d expect for someone to be successful in this role are:

  • Confident, articulate and persuasive – clear thinking, crisp argument, summarises well, tells good stories backed with robust detail and data
  • Imaginative, innovative, creative, curious – enjoys generating ideas, novel directions, solving complex problems, entering new territory, uncovering, probing, digging into the detail
  • Able to have full and frank conversations – sensitive and robust in equal measure
  • Ambitious for the quality and impact of the work, and for the performance of the team
  • Warm – matches depth of expertise with genuine approachable friendliness and integrity to build high-trust relationships and foster an environment of inclusivity and psychological safety

The Design team

Our design and strategy teams work together to create a vision for measurably improving customer experience, anchored in user needs and supporting key business objectives.

More about Design
Ben McKeown Senior Designer

Ben McKeown

"The breadth of meaningful, positive impact work you can get involved with within PA is staggering. It’s inspiring working with smart, passionate people in a culture that genuinely understand the value and impact of good design."

Benefits

We all work best when we feel valued, supported and life feels balanced, so we got the folks who actually work here to design our benefits.

Looking after you and yours

Flexible healthcare plans just for you or your family. Depending on your office location, we offer a range of benefits including dental, eye tests, gym discounts, Cycle to Work, and more.

Finding work/life balance

Now, more than ever, we’re big on flexible working. Whatever the situation at the time, we’ll have an open discussion about what works for you. We’ve also enhanced our parental leave, so you can make more time for what really matters.

Taking a break

Because there’s more to life than just work… All our office locations have competitive annual leave allowances. You can also buy up to five extra days per year.

Personal growth

Learning never stops – it feeds the mind, expands our skills, and strengthens our team. We offer a range of ongoing internal and external training programmes covering everything you'll need to feed and grow your career ambitions.

Planning for the future

Don't worry, we offer all the sensible stuff, including a pension, life assurance, income protection schemes, and PA shares.

Giving back

Take advantage of our great Give as You Earn scheme, or why not volunteer up to three days a year for a charity close to your heart?

A home for everyone

Whether just starting out, or a practised hand, we have active and firm-wide support communities in place to help everyone get the support they need.

Find out more

Going further afield

With offices in countries across the globe, as a firm, we’re able to relocate folks who want to move – whether temporarily or permanently. Your starting location doesn’t have to be forever, as your career takes off.

Location

The base office for this role is Victoria, London. However, you may sometimes be required to work onsite at client offices, too. You can find out more about our offices and remote working approach on our Locations page.

Address

10 Bressenden Place, Westminster, London SW1E 5DN

Transport links

Our office is a short walk from Victoria station. Victoria is on the National Rail as well as Circle & District and Victoria Underground lines.

Victoria – 2 minutes walk
Charing Cross – 15 minutes by tube
Waterloo – 15 minutes by tube

Our offices

Additional Information

Benefits at PA:

  • Private medical insurance
  • Travel allowance
  • 25 days annual leave with the opportunity to buy 5 additional days
  • Company pension scheme
  • Annual performance-based bonus
  • Life and Income protection insurance
  • Tax efficient benefits (cycle to work, give as you earn)
  • Additional optional benefits (Dental, critical illness, spouse/partner life assurance)

PA is committed to building an inclusive and supportive culture where diversity thrives, and all of our people can excel. We believe that greater diversity stimulates innovation, enabling us to fulfil our purpose of ‘Bringing Ingenuity to Life’, supporting the growth of our people, and delivering more enduring results for our clients.

We only recruit, promote and reward our people based on their contribution, without regard to gender, race, disability, religion, nationality, ethnicity, sexual orientation, age or marital status.

We welcome international applications, but we are unable to offer sponsorship for work permits, so you will need to have the full right to live and work in the UK. Unfortunately, your application will be automatically rejected if you do not have these rights.