Web Analytics

Service Designer

Salary Range: £36k – £40k

Key Activities

To engage in a range of activities to create, improve, and optimise services for the user and the charity, following a person-centred process, which will include:

  • Study competitors, service trends, and technological advancements in service delivery to continuously optimise our delivery.
  • Work together with the insight and impact team to Identify and engage key stakeholders, conduct interviews, surveys and observations to understand user needs, behaviours and pain points.
  • Work in collaboration with users and potential users of a new service prototype, to design and map end-to-end service journeys and user personas (to design with empathy), ensuring a holistic view of how people (might) experience services across all touchpoints.
  • Develop clear, practical visuals and documentation to explain how services (might) work, or improvements might be made, outlining: the user experience, role definitions, required resources, processes and systems, and where improvements are needed.
  • Draw on the impact team to evidence the desired impact of the service and how it will be measured.
  • Work with the relevant team/s to train and support colleagues, ensuring smooth adoption of new service models.
  • Monitor the performance of refinements of service changes and/or new service development, using feedback from trials and pilots to improve effectiveness.
  • Track ongoing service performance, using analytics and user feedback and report back impact. Make continuous enhancements based on evolving needs and market conditions.
  • Specifically utilise the efficiencies AI and digital technology can deliver to improve service performance and efficiencies.
  • Collaborate with digital, delivery, and service engagement teams to ensure services are inclusive, accessible, and meet real needs.
  • Work across teams to align internal activities, making services more connected, efficient, and user-friendly.

Key Resources

  • Service Design Directorate colleagues: collaborate with colleagues in impact and innovation, content generation and user experience.
  • Access to User Research Data: Detailed insights into the experiences and needs of individuals with hearing loss.
  • Technology and Data Systems: CRM or data systems for tracking service outcomes, client data, and engagement metrics.
  • Sector experts: Research teams and academic institutions where relevant and Service design communities of practice.

Core Value

  • This role is crucial in evolving services that support people with hearing loss, creating thriving hearing dog partnerships, and addressing both practical and emotional needs—something no other charity provides.
  • Focusing on enhancing and developing services to meet audience needs, this role directly contributes to our mission of helping people live well with hearing loss.
  • All roles should demonstrate compassion, excellence, and a commitment to improving lives through effective partnerships and service development, aligning with Hearing Dogs’ mission and values.

Service Standards (Standard of Delivery)

  • User-Centred by Default – Services are consistently designed and improved based on a strong understanding of user needs.
  • Joined-Up & End-to-End – Service journeys are designed holistically, ensuring alignment and coherence across teams, channels, and touchpoints.Inclusive & Accessible – Services meet accessibility standards and reflect the needs of diverse users.
  • Iterative & Insight-Led – Service improvements are guided by user research and impact data.
  • Collaborative by Design – Service design is developed through meaningful co-creation with users.

Key Customers

  • Individuals with Hearing Loss: Primary recipients of the services designed to support and empower them.
  • Delivery Teams – Use service design to deliver consistent, effective support to users.
  • Lived Experience Contributors & Volunteers – Actively involved in co-creation.
  • Service Design Directorate Colleagues – Collaborate on joined-up, insight-led service improvements.

People and Partners

  • Service Design & Development team.
  • User Experience Manager.
  • ADUK/ADI/sector experts to integrate services and share best practices.
  • Staff member secondees.
  • IT team to implement digital service components.
  • Research associates.

Engagement Channels

  • Workshops and Focus Groups: Engaging directly with users and stakeholders to gather insights.
  • Digital Platforms: Collaborating through project management and communication tools.
  • Reports: Sharing design proposals, findings, and service evaluations with internal teams and stakeholders.

Knowledge, Skills, Strengths and Behaviours

  • User-Centred & Inclusive Design – Strong understanding of service design, co-design, and inclusive practices that ensure services meet diverse user needs.Impact-Driven & Iterative – Able to use impact insights to inform design decisions and support continuous improvement.
  • Stakeholder Engagement & Collaboration – Skilled at working across teams and engaging stakeholders in the design process to align services with organisational goals.
  • Facilitation & Co-Creation – Experienced in leading workshops/sessions that bring together staff, volunteers, and people with lived experience.
  • Problem-Solving & Practical Thinking – Able to analyse service challenges and develop clear, user-focused solutions.
  • Clear & Visual Communicator – Translates design concepts and service ideas into simple, compelling formats that support shared understanding.
  • Service Design & User-Centred Design – understanding of user research, journey mapping, experience design, and co-design principles.

Key Deliverables

  • Creation of user-centred service solutions, ensuring they are accessible, efficient, and informed by research, impact data, and innovation.
  • Translate findings into actionable recommendations for service improvement.
  • Develop end-to-end user journey maps, identifying key friction points and areas for improvement.
  • Trial implementation of new service designs, ensuring structured testing and iteration.
  • Collect and analyse pilot feedback, producing reports on what works, what needs refinement, and recommendations for full-scale rollout.
  • Feedback Loops: Implementing processes for continuous feedback to drive improvements.
  • Service Usage: Monitoring engagement levels and identifying areas for improvement.