Service Designer - Public Sector at IBM

Introduction

At IBM Consulting UK FutureNow, you'll build a career at the forefront of hybrid cloud and AI, working with leading clients across the public and private sectors.

You'll collaborate with top industry professionals, gain hands on experience with cutting edge technologies, and deliver solutions that create real business impact. From day one, you'll work on meaningful, high profile programmes that stretch your skills and accelerate your growth.

We invest heavily in you--supporting continuous learning, in demand skills development, and long term career progression. You'll thrive in a flexible, inclusive environment that values curiosity, encourages reinvention, and recognises what makes you unique.

We offer:

• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, paid paternity leave, maternity leave and an innovative maternity returners scheme

• More traditional benefits, such as 25 days holiday (in addition to public holidays), private medical, dental & optical cover, online shopping discounts, an Employee Assistance Program, life assurance and a group pension plan through salary sacrifice.

Your role and responsibilities

We are seeking an experienced Service Designer to help shape and improve end‑to‑end services across the public sector. You will work closely with multidisciplinary teams to understand user needs, map complex service ecosystems, and design services that deliver clear value for citizens, staff, and stakeholders.

Responsibilities:

• Plan and facilitate workshops that build a shared understanding of end‑to‑end services, mapping how people, processes, technology, and channels interact

• Work with user researchers to interpret and communicate research findings, ensuring insights inform service strategy and delivery

• Define meaningful service, user experience, and organisational measures to track performance and demonstrate positive outcomes

• Create service design artefacts such as service blueprints, journey maps, concept models, and roadmaps to guide delivery teams and stakeholders

• Help teams understand the full service landscape by illustrating how events, interactions, and touchpoints connect across technology, business operations, and user needs

This role offers the opportunity to shape services that have real impact across the public sector. If you are passionate about designing clear, accessible, and user‑centred services, we encourage you to apply.

Required technical and professional expertise

• Hands-on experience in service design and associated methodologies

• Experience collaborating with or delivering work for external clients

• Strong analytical and research capabilities

• Confident communicator with excellent interpersonal skills

• Able to work effectively within a team and adapt to shifting priorities

Desirable skills:

• Experience with user research methods and tools

• Familiarity with established service design frameworks

• Understanding of UX design principles

• Experience using visual design or prototyping tools

A genuine enthusiasm for service design and a commitment to continuous improvement are key to success in this role.

This role is subject to pre-employment screening in line with the UK Government’s Baseline Personnel Security Standard (BPSS). An additional range of Personal Security Controls referred to as National Security Vetting (NVS) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV).

Preferred technical and professional experience

• Experience with user research methods and tools.

• Familiarity with service design frameworks (e.g., Double Diamond, Service Design Network).

• Knowledge of UX design principles and practices.

• Experience with visual design tools (e.g., Sketch, Figma, Adobe XD).

• Passion for service design and continuous improvement.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.