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Service Designer

Job Reference tbigc/TP/53731/775 #LI-MS1

The job has expired.

Number of Positions:
Contract Type:
Permanent/Full Time
Contract Details:
Working Hours:
35 per week
Closing Date:
Seniority level:
Mid-Senior level
Company Industry:
Information Technology and Services
Job Function:

Job Introduction

As Service Designer you will be an expert in your field, with relevant experience in knowledge management systems. You will work across TBI, with subject matter experts, comms and teams across the world. You will support a wide range of teams to ensure that the services and content we provide meets user needs, both internally and externally.

This role will be broad and will support the team to deliver a number of services for TBI, with an initial focus on knowledge management. TBI is in a rapid growth phase and we are currently working on a new Intranet and its content, a knowledge management system or platform and new ways of working across our digital estate to ensure collaboration is at the heart of how we achieve our goals as we grow in size and complexity.

You will be involved in designing the end-to-end journey of services at TBI.

This work may involve the creation of, or change to, transactions, products and content across both internal TBI products and services and supporting governments globally.

You will initially work on a new Knowledge Management System and potentially an organisation-wide delivery tracker (for both digital and non digital projects).

This work is essential to breaking down silos, operating at scale and helping the organisation to collaborate better, share knowledge and reduce duplication of effort. This will support us to deliver better outcomes for our global stakeholders.

You’ll also provide a focus for developing best practice within TBI around Service Design. In time we expect the role to expand to incorporate supporting a cross-TBI user research discipline.

You will work with a multidisciplinary team and with teams across the wider organisation, both within the UK and globally. This is an exciting role with a range of projects and programmes to be a part of.  As new projects come up and new priorities emerge, your skills will be pivoted to make sure we meet user needs and business priorities.

Decision making will be a key part of this role as well as balancing the needs and wants from stakeholders to make recommendations. This is an important role for creating internal services and essential for better collaboration and working across the organisation.

You will also be responsible for developing blueprints and journey maps to provide direction for a new knowledge management system for the organisation.

It is essential you have an existing right to work in the UK to apply for this role.

Key Responsibilities

As the Service Designer for TBI you will work closely with a multi disciplinary team, to help our users complete their goals quickly and easily; minimising support costs (and other failure demand) as well as improving efficiency, reducing silos and joining up TBI as a service.

  • Support the idea of TBI as a service internally. This will include understanding the user needs of our internal users and support the design of services that work for them
  • Actively participate in user research, helping translate research findings into actionable insight to inform service development
  • Support the Director of Digital to embed an Agile and iterative approach to developing services and support
  • Make sure that any products or services the Digital Team creates are created with a user-centred approach in a context of challenging user needs and complex user journeys
  • Socialise workshop outcomes and communicate clear findings that inform decisions at strategic and operational levels across the team
  • Build service design best practices and standards, through presentations, training sessions and hands-on delivery, to drive greater user orientation across the team
  • Identify activities around the organisation where a service design methodology could be beneficial, making recommendations for extra resource
  • Mentor and manage junior service designers where required

Person Specification

  • Demonstrable broad discipline experience in a Service Design or UX role
  • Deep knowledge of service design techniques: service maps/blueprints, customer journey mapping, UX and CX etc
  • Strong collaboration skills across multidisciplinary teams
  • Solid technical understanding, particularly around APIs, multi-channel delivery and apps. Whilst this is not a technical role per se, the ability to understand and make decisions involving digital technology is essential
  • Able to listen to the needs of technical and business stakeholders, and interpret between them. Able to manage stakeholders’ expectations and be flexible, is capable of proactive and reactive communication. Facilitates difficult discussions within the team or with diverse senior stakeholders
  • Uses Evidence and context-based design and is able to generate multiple solutions to a problem and tests them
  • Able to define strategies and policies, providing guidance to others on working in the strategic context. Evaluates current strategies to ensure business requirements are being met and exceeded where possible
  • Ability to collaborate with user researchers and can sell or represent users internally. Understands the difference between user needs and desires of the user. Able to champion user research to focus on all users


Please note that due to the upcoming holiday period we will not be able to advise on the success of your application until January 2023.


About The Institute

The Tony Blair Institute (TBI) is a mission-driven not for profit organisation. We exist to equip political leaders and governments to build open, inclusive and prosperous societies. We work hard, every day, to make a difference. When governments work well they are able to create economic and social change in a way that promotes fairness, social justice and opportunity. We work relentlessly to support leader and governments with the challenges they face. Giving them practical solutions and actionable insights, that once implemented, can be transformative for their people  

We do this within two connected divisions: 

 Government Advisory 

Our Government Advisory teams work directly with political leaders and governments around the world to implement reforms that improve the lives of their citizens. It works with a variety of partners and its outputs cover a range of disciplines and projects across countries in Africa, the Middle East, Eastern Europe and South Asia.

 Policy Futures 

Our Policy Futures work encompasses three broad areas: 

  • Renewing the Centre: developing a bold and innovative domestic policy programme to help renew the centre ground of British politics; 
  • Tech and Public Policy: exploring the policy challenges and opportunities presented by the technological revolution; and 
  • Extremism Policy Unit: creating solutions designed to tackle the threat of extremist ideologies in the UK and around the world. 

As an organisation, the core beliefs we all embrace are: 

  • Open and Progressive: you’ll believe in the value of teamwork 
  • Bold and Pragmatic: you’ll approach everything you do with integrity and authenticity 
  • Optimistic Changemaker: you’ll be focused on results 

TBI believes embracing diversity and inclusion make us a better place to work.  It’s our goal to reflect everyone in society and we actively welcome applications from individuals and groups who are under-represented in the workplace. We celebrate difference be it ethnicity, religion, age, gender or gender identity, sexual orientation or disability. We will only ever assess you on your abilities and fit for a role. We’re happy to discuss any adjustments you need to ensure a level playing field during recruitment and, if you\'re successful, discuss any adjustments you might need to thrive in your role.