We're on a mission to transform digital services
We're waving goodbye to traditional consulting approaches and creating something special at Mercator. Ranked as one of the UK's Best Medium Sized Workplaces and among Europe's top 100 Best Workplaces, we're not just another consultancy, we're here to make digital services work for everyone.
With our innovative solutions and award-winning culture, combined with nearly 20 years of experience delivering transformative projects, we have a long history of creating exceptional outcomes for organisations across both public and private sectors. Our client portfolio includes HMRC, major central government departments, and leading private sector enterprises.
We're not just about delivering projects - we're here to solve problems and transform services, bringing the Mercator touch to digital transformation.
Team Mercator
We're a global team of over 400 specialists, with our headquarters in the UK and growing offices across the US, Europe, and Asia. Our culture is built on six core values that define who we are:
🎯 We don't stand still: Always evolving, making bold choices
💫 We keep it real: Straightforward, open, and honest in everything
🤝 We take care: Supporting each other, our work, and our partners
🌟 It's a joint effort: Building strength in unity
✨ We own our actions: Empowering accountability
🎓 We bring out the best: Sharing knowledge and helping everyone grow
Role Overview
We’re seeking a dynamic, forward-thinking Service Designer with excellent communication skills. You will be open-minded, happy to work on your own or as part of a team and want to learn new technologies and promote best practice.
As a Service Designer you will help us design coherent, integrated service offerings based on user needs, and define the design strategy for a service or set of services. You’ll work in a multidisciplinary team alongside researchers, designers and developers, to deliver word-class, user-centred services. You will bring extensive experience designing public, commercial or third-sector services. As a passionate advocate for designing integrated experiences, you will be persuasive and collaborative with a wide range of stakeholders. You’ll be part of our active and supportive design community.
What You'll Do
Understand user needs and create user journeys that help people successfully navigate complex systems
Identify where separate interactions should act as one service and design rational user journeys within that service, as well as commonalities in activities across services that create opportunities for product development
Analyse failure within existing services, identify root causes for that failure, and create designs or recommendations to address that failure
Develop future service propositions that deliver on policy intentions
Help to plan user research and usability testing, observe sessions, and help to analyse the results of user research
Identify opportunities for cost reduction and improvement within an existing service
Understand the existing support system for a service (both digital and process based) and design targeted improvements to existing services or to accommodate new services
Map current service journeys and create blueprints for improved and/or new services
Create and rapidly iterate service prototypes
Identify and design service patterns
Identify the right ways to measure service success
Build collaborative relationships with stakeholders, across teams and service domains
Define and conduct excellent stakeholder engagement
Be a knowledge expert in service design
Participate in thought leadership; introduce ideas and approaches to the broader team
What You'll Bring
Essential Skills & Experience
Ability to design complexity out of services
Significant experience designing digital products and/or services and planning service design project engagements
Significant experience planning and running workshops with stakeholders, end users and/or front-line service providers
Solid understanding of user research methods and practice, proven experience in using metrics and user feedback to define/refine services and be able to work collaboratively with user researchers and interpret research findings
Ability to analyse and visualise user journeys and service flows
Ability to clearly and persuasively communicate designs as well as the evidence underpinning decisions
Work collaboratively with multidisciplinary teams
Ability to work quickly in an agile environment
Have a design related degree, or relevant industry experience
Exceptional skills in convincing people of the benefits of user-centred design and designing integrated service offerings
Basic understanding of html and css
Experience of introducing positive change into working practices, teams or organisations
Leadership and excellent communication skills; clear ability to collaborate and build useful relationships
What Makes You a Great Fit
We're looking for someone who is naturally curious and empathetic, with a genuine passion for understanding people and their needs. You thrive in collaborative environments and enjoy translating research insights into actionable recommendations that drive meaningful improvements to services.
You're comfortable navigating ambiguity and can balance methodological rigour with pragmatism when needed. You enjoy advocating for users while understanding business constraints, and you're able to communicate complex ideas in simple, compelling ways that resonate with different audiences.
Your attention to detail is balanced with an ability to see the bigger picture, and you're constantly looking for ways to improve how we work. Most importantly, you're passionate about creating inclusive, accessible services that work for everyone, regardless of their background or abilities.
What's in it For You
💰 Competitive salary (£40,000 - £75,000) based on experience
🎓 5% of your salary as a personal training budget
🚗 Electric car scheme (including for your partner!) with tax and NI savings
🏥 Enhanced maternity and paternity packages above statutory requirements
🎉 25 days holiday + bank holidays + your birthday off + 2 volunteering days
🚲 Cycle to work scheme through Green Commute Initiative
🤝 Employee Assistance Programme with 24/7 access to confidential support
💰 5% company pension contribution through Royal London
⚡ 4x salary life cover from day one
🎪 Packed social calendar including parties, quizzes, and team events
🏢 Modern offices in prime locations
🏠 Flexible hybrid working combining office and remote work
Location & Working Style
We're headquartered in the UK with a flexible approach to work:
Client-side working when required