Lead Service Designer

Available in: Belfast, Birmingham, and London

Apply by: 21 September 2018

Role Description:

The successful candidate will:

  • Provide clear visibility of the end to end service experience

  • Input to and influence the future of the service experience

  • Provide guidance in user needs based design, design research, design thinking, and service design to senior stakeholders and product owners

  • Lead the user research and design streams of a project or portfolio of projects

  • Own and contribute to the user research plan

  • Ensure design consistency and integrity across products and projects

  • Work with the UR&D Team Lead to define and develop the research and design approach by establishing appropriate methodologies and deliverables

  • As an industry thought leader in service design, drive innovation and affect change to enable our clients to provide outstanding service experiences

  • Exploit current and emerging trends to identify and lead improvements to existing services as well as introduce innovative and industry first service


  • Inspire user researchers and designer to constantly seek to innovate and design novel interactions to better meet user needs and to help keep Kainos

    ahead of its competitors

  • Work with the Principal Service Designer to help grow and develop the research and design team ​​

Required Experience:

  • Significant experience in a relevant role either agency or client side

  • Proven track record of leading user research and design for large

  • multichannel projects

  • Demonstrable ability to lead teams in highly collaborative and agile

  • environments

  • Experienced in defining the service design approaches including

  • methodologies and deliverables


The following are required skills:

  • Expert understanding of information architecture, interaction design, visual design and prototyping

  • Expert knowledge of qualitative research methods

  • Sound knowledge and understanding of quantitative research methods
  • Sound awareness of business and project constraints as they apply to the design of a service
  • Thought leader and champion of service design

  • Ability to influence broadly and communicate effectively at all levels

  • Highly capable of effective prioritisation of tasks and personal time


  • A sound understanding of Agile delivery methodology

Desirable Skills:

  • Experience of working in a full service digital agency environment

  • Degree in Interaction Design, Product Design, Industrial Design, Graphic

  • Design, HCI/Usability, Cognitive Psychology or related field

Other Information:

Ensure you include a portfolio with examples of your work

Kainos is a professional services organisation with clients spread across the globe and we deliver projects both from client site, and from our offices. While we will attempt to base you on projects near or at your contracted office location, you need to be willing to travel to client sites and spend time away during the week if it is required.

Given the range and nature of work that we carry out for our clients, all Kainos employees are required to possesses up to date security clearance (Basic Disclosure, Access NI etc.), if you do not already possess this, you will be asked to apply for it prior to joining Kainos.

We’re an inclusive bunch at Kainos and we believe in equal opportunity. We welcome applications from all walks of life, including those with criminal records. Everyone who is offered a position here undergoes a background check, however no one is treated differently due to their background where it isn’t relevant to the role. It’s important to note – failure to reveal information which is relevant to the position sought, could result in us having to withdraw the conditional offer of employment.

In short: Having a criminal record will not exclude you from a career with Kainos. This depends entirely on the nature and requirements of the position, together with the circumstances and background of offences.