Service Experience Designer

Please note that this is a fixed term contract until 31st May 2026

What you’ll be doing:

• Collaborate with other designers, developers, business analysts and QA to arrive at the most suitable solution efficiently. 
• Conduct evaluative research with clients/customers and key stakeholders, analysing their behaviours and desires to enhance their experience.
• Assess and analyse existing journeys to map them out to share the visualisations with the project team and stakeholders.
• Ability to map out existing/new processes based on stakeholder, customer, and client analysis, collaborate with other professionals to design new ways of optimising the user experience in a timely manner.
• Share findings with the wider team in an engaging and collaborative way, simplifying the complex into a more visual format and mapping out stakeholder’s / end users understanding of the journeys, suggesting opportunities for improvement.
• Plan, design and facilitate collaborative stakeholder and/or customer workshops that support and drive the project forward.
• Utilise design thinking to solve complex business and user problems.
• Conduct desk-based research and analysis, recruit participants for research such as ethnography, report and synthesise research, and manage research archiving and protection.
• Use service metrics / analytics data to inform design solutions.
• Understand and demonstrate experience in various service design methods, when to use these methods and how to apply them correctly
• Present clear findings that clients/colleagues can understand and use.
• Ensure the importance of services and processes framed around user needs is evangelised throughout our team, developing inclusive and accessible solutions by default, contribute to best practice guidelines and communicate between technical and nontechnical stakeholders to understand the bigger picture.
• Effectively work within a multidisciplinary team to ensure that user-driven design and development is conducted throughout.
• Align service design activities to inform decision making and action.
• Support in user research activities.
• Demonstrate good interpersonal skills and presentation skills to communicate with clients / project teams clearly and eloquently.

What we are looking for:

• Committed service designer with a proven track record, preferably working within local or central government or experience with complex systems
• Contributes to the selection of the service design approaches for projects and initiatives. Supports the adoption of agreed approaches.
• Desirable: Familiarity of GDS principles, design thinking, accessibility and social sciences
• Experience working as part of a wider design team and within a multidisciplinary squad
• Experience in receiving and giving feedback in an internal collaborative environment who take critique well as a chance to iterate and improve
• Experience working with agile methodologies and within an agile team and user centered design and research practices and how to integrate them into the agile process
• Strong understanding of service design best practices, and know when to challenge or simplify an approach, or challenge a known constraint
• Strong communicator with a high level of confidence managing both internal and external stakeholders at all levels of seniority, and can bridge the gap between technical and non-technical discussions
• Driven and possess the skills to perform effectively both as an individual contributor and collaboratively in a group setting.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

Check out our website www.capita.com for more information

What’s in it for you?

• 23 days’ holiday pro rata with the opportunity to buy extra leave
• company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office
• access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career 

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.