Hippo is a rapidly growing digital consultancy passionate about building and delivering transformative digital solutions for a diverse range of Public and Private sector clients. We are recruiting for Senior Service Designers with expertise in human‑centred design to support our mission.
As a Senior Service Designer, you will play an important role in making Hippo the best Consultancy out there. You will work as part of a multi-disciplinary team combining data, design, product, delivery, analysis and engineering to deliver bespoke digital services that make a positive and meaningful impact on organisations and society. You will act as a Senior Consultant to deliver Service Design services to our clients, designing end-to-end journeys that connect digital and offline touchpoints, leading people, and using systems thinking and service mapping to identify opportunities for improvement.
Your Role in a Nutshell
* Lead the design of end-to-end services, creating and testing service prototypes that solve complex problems across multiple channels and touchpoints.
* Lead the creation of visual service maps, such as service blueprints and ecosystem maps, to understand the "as-is" landscape and provide clear, actionable "to-be" recommendations.
* Translate user research findings and organisational constraints into actionable service concepts and clear roadmaps for delivery.
* Lead collaborative workshops with multi-disciplinary teams and stakeholders to align on service vision and technical feasibility.
* Build strong, lasting relationships with stakeholders, supporting them to understand the value of service design and user‑centred principles.
* Collaborate with Product Owners and Delivery Managers to ensure service design activities are integrated into a prioritised backlog and strategic roadmap.
* Identify and apply the best Agile service design processes for projects, ensuring consistent quality and measurable outcomes for users and the business.
* Coach and mentor colleagues and actively shape Hippo’s Service Design community of practice.
About The Candidate
Essential Experience
* Expertise in Service Design within a user‑centred design (UCD) environment, with a focus on both digital and non‑digital interactions.
* Proven ability to work well with researchers and other designers to turn high‑level insights into cohesive service solutions.
* Familiarity with service design standards, such as the Government Digital Service (GDS) Service Standard or equivalents.
* Experience in designing accessible and inclusive services, considering the needs of all users across the entire service lifecycle.
* Ability to analyse complex data from different sources (e.g., performance metrics, user feedback) to help the team make strategic service decisions.
* Experience planning and adjusting Agile design workflows to ensure the timely delivery of complex service blueprints and prototypes.
Desirable Experience
* Experience managing service design work by focusing on client needs and helping to write clear project proposals or business cases.
* Ability to help set project goals and ensure all design work contributes to achieving meaningful organisational change.
* Track record of contributing to professional service design groups and offering constructive feedback to others in "crits".
Benefits
* Contributory Pension Scheme (Hippo 6% & Employee 2%)
* 25 Days Holiday plus UK Public Holidays
* Perkbox access for a wide range of discounts
* Critical illness cover
* Life assurance and death in service cover
* Volunteer days
* Cycle-to-work scheme for avid cyclists
* Salary sacrifice electric vehicles scheme
* Season ticket loans
* Financial and general wellbeing sessions
* Flexible benefits scheme with options of:
o Private health cover
o Private dental cover
o Additional company pension contributions
o Additional holidays (up to an extra 2 days)
o Wellbeing contribution
o Charity contributions
o Tree planting
Diversity, Inclusion and Belonging at Hippo
At Hippo, we’re dedicated to creating a diverse, equitable and inclusive workplace that works for everyone. We encourage applications from underrepresented groups including women, ethnic minorities, LGBTQ+, neurodivergent and people with disabilities. We are a registered Disability Confident Employer, Mindful Employer, Endometriosis Friendly Employer and a member of the Armed Forces Covenant. Hippo continually strives to remove barriers, provide accommodations and offer reasonable adjustments to ensure equity throughout our practices.
Hippo Locations
We are headquartered in Leeds and have offices across the UK in Glasgow, Manchester, Birmingham, London and Bristol. Candidates should be located within reasonable travelling distance from one of our offices and be willing to work on‑site at a Hippo office or client location at least 2 days per week. We offer relocation support up to £8,000.
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