Senior Service Designer

Global digital, data and technology consultancy delivering user-centred services.

Hitachi Solutions Europe is a global Digital, Data and Technology consultancy, Microsoft Inner Circle and Cloud Services partner, specialising in end-to-end transformation. We build services that are user centred and accessible, designed by our brilliant agile teams, capable of harnessing the power of the latest technologies.

Our capabilities include Microsoft Dynamics 365, Power Platform and Azure, Application Modernisation, Modern Data Platform, Performance & Analytics, Fraud and Error, Grants, User Centred Design, Accessibility and Agile DevOps.

Be part of our Hitachi family

We place value on collaboration, open communication, and transparency. We emphasise the importance of team spirit, cohesion, and appreciation – And through our talented people, innovative culture, and technical and business expertise, we deliver game changing outcomes every day. Our learning culture and flat hierarchy are our recipes for success. But don´t take our word for it – Have a look at what our employees are saying: Hitachi Solutions: Recruiting the best talent and offering outstanding career opportunities (hitachi-solutions.co.uk)

Diversity and Inclusion at Hitachi Solutions

Diversity is the wellspring of our innovation, and we believe that creativity is fuelled by inclusivity. Our collective success is achieved by fostering and respecting our employees’ and customer’s individualities coming together as One Team. Hitachi strives to create an environment not only where genders, races, cultures, sexual orientations, and identities can work together, but where the beliefs and views of those participating feel equally represented. You can read more about Hitachi’s mission and values here: hitachi-solutions.co.uk

What to expect, your benefits

Hitachi Solutions offers competitive compensation packages (incl. bonuses), pension and benefits plans. Work/Life balance is an essential part of our culture, and all our employees are home workers, although you will be expected to come into our or customer’s offices regularly. We operate a comprehensive career development programme that includes mentoring and training plans to ensure that you will continue to grow and develop your career at Hitachi.

The Role:

We are looking for a Lead Service Designer to join our User-Centred Design (UCD) practice.

You will work within multidisciplinary teams delivering complex digital transformation programmes across public and private sector organisations. Lead Service Designers play a key role in ensuring services are designed holistically across user journeys, organisational processes and supporting systems.

This role involves working across the full lifecycle of digital services, from early problem exploration and sales support through discovery, design and delivery to live service improvement.

You will collaborate closely with UX designers, user researchers, content designers, engineers, product managers and architects to guide service design activities and ensure services respond to real user needs while operating within organisational, technical and regulatory constraints.

Key Responsibilities:

Service design leadership in projects

• Define and guide the service design approach within projects
• Ensure service design activities are coordinated across teams and delivery phases
• Maintain a holistic view of services across journeys, channels and organisational touchpoints
• Support teams in translating research insights and business goals into coherent service solutions

Service systems and journey design

• Map and analyse complex service ecosystems involving users, processes, technology and policy
• Develop artefacts such as service blueprints, journey maps and ecosystem maps
• Help teams understand how different service components interact
• Identify opportunities to simplify services and improve user journeys

Working across the delivery lifecycle

• Help shape service design activities during early project stages, including problem exploration and discovery
• Ensure service thinking informs design and delivery decisions across multidisciplinary teams
• Support teams in translating discovery insights into practical service improvements
• Ensure services continue to evolve based on user feedback and operational insights once live

Collaboration and consulting

• Facilitate workshops and collaborative activities with multidisciplinary teams and stakeholders
• Work closely with engineers, architects and designers to ensure service solutions are feasible and coherent
• Communicate complex service challenges clearly to stakeholders
• Support teams and organisations in making evidence-based decisions about service improvements

Contributing to design practice

• Support and mentor service designers and other team members within delivery teams
• Advocate for user-centred and evidence-based approaches to service design
• Contribute to strengthening service design practices within projects

Skills and Experience

We are looking for designers who combine strong service design capability with the ability to work in complex organisational environments. You may have gained your experience in consulting, government, product companies or digital transformation programmes.

Essential

• Experience applying service design methods to complex digital products or services
• Ability to understand and map complex service ecosystems involving multiple stakeholders and systems
• Experience working in multidisciplinary teams alongside researchers, designers, engineers and product managers
• Strong facilitation and stakeholder collaboration skills
• Ability to communicate complex systems and service challenges clearly
• Experience supporting teams across multiple stages of digital service delivery
• Understanding of accessibility and inclusive design principles

Preferred Experience

We would particularly welcome candidates with experience in:

• Consulting or digital transformation environments
• Enterprise technology ecosystems
• UK Government or public sector services
• Designing services within complex organisational or regulatory environments

We are interested in designers who are curious about how emerging technologies are changing digital services. This includes interest in:

• how artificial intelligence is shaping service experiences
• how new tools and technologies can improve research and design practice
• how organisations can responsibly integrate new technologies into services that work for people

In applying for a role with Hitachi Solutions Europe Limited and/or its affiliates (“Hitachi”) you consent to Hitachi collecting and storing your personal information (including your name, job title and email address) in relation to this role and any others that may be suitable in the future.  For more information please refer to our Privacy Policy located at http://www.hitachi-solutions.co.uk/privacy-policy/

Beware of scams

Our recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and/or via our SmartRecruiters (Applicant Tracking System) notification@smartrecruiters.com domain email address regarding your application and interview requests.  

All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.