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Published 2023-09-29

Lead Service Designer

Type of job: Remote
Country: United Kingdom
City: Remote in UK
Company: Normally

Description of the offer

Hello, we are Normally – a pioneering design, research and technology studio. We bring Artificial Intelligence to the augmentation, innovation and transformation of products and services for the benefit of people, society and the planet.

This is a great opportunity to join Normally at an exciting time. We are based in Shoreditch, London and we work internationally with clients including IKEA, Yohana, Google and the NHS.

We are currently looking for a Lead Service Designer to join our team as maternity leave cover for 9 months, with the possibility of extension.


How you will work

At Normally, we value collective achievement and collaboration over individual success.

Our studio culture places an emphasis on building and sharing collective knowledge. As a Normally designer, you will benefit from, and be expected to contribute to, this curious, creative and supportive environment.

In projects, you will work in small, highly collaborative teams. Project teams are flat in hierarchy and make progress together by working directly with clients. Our project culture is founded on mutual respect, curiosity and a willingness to share. Although this is a Lead level role, it is a hands-on design role. You will spend more time delivering design work yourself than leading others to deliver work.


What you will work on

You will bring your experience into projects and the studio to solve complex challenges and explore new territories.

We work across a broad range of domains such as wellbeing and sustainability to support our clients in their digital transformation journeys. Our approach often leads to the discovery of new products and services, and opportunities to improve existing ones.


What you will be expected to do

  • You will have an interest in data and AI, understand product / service systems and be able to think within a service and brand context
  • You will be able to design concepts and contribute to the design of apps, tools, websites and interactive experiences
  • You will also have an awareness and interest in the advancement of technology and in particular how it impacts on human experiences
  • You are curious, creative and resourceful and have good problem solving skills
  • You bring a positive professional attitude, balancing proactivity with thoughtfulness and empathy


Product and Service Design

Product design with a service mindset/lens

Bringing the context around a product or service to the design of it

Mapping and blueprinting, service design

Contributing creatively by suggesting approaches and ideas

Providing a critical voice in ideation, pushing things forward and developing concepts to fit with client strategies or business goals


Context and strategy

Connecting – piecing together different pieces of research, prototyping, client knowledge or understanding, for product or service development, for design teams, for clients and for your own design practice

Understanding clients’ business goals and giving strategy to a project


Understanding people

Making sure our work is user-centred

Representing the human voice in conversations about technology and what it might do

Focusing on experience and service, and helping others do so

Researching and sense-making (drawing on sociology, philosophy, etc, to inform your work)

Providing a critical voice in research design and synthesis


Sense-making and storytelling

Sense-making – finding ways to give structure and meaning to large amounts of data/input

Crafting stories and narrative for clients


Client management and team leading

Client management and translation, presenting

Sharing and communicating with teams, both Normally and client

Team leading, client leading, working autonomously



  • Salary: £62k – £74k (pro rata)
  • Reporting to our Design Directors
  • Permanent full-time position – 4 days a week, 32 hours
  • We are currently hybrid working between our homes and our Shoreditch studio



  • Comprehensive private health insurance
  • Dental insurance
  • Company pension scheme
  • Cycle to work scheme
  • Mental-wellbeing service
  • Competitive parental leave
  • Flexible working
  • 25 days annual leave on top of working 4 days a week


We don’t expect you to have all the skills and experience mentioned – If you have some or any of the attributes specified in this role, then we encourage you to apply as we have multiple roles available at different levels.

Our work culture suits hybrids, generalists and polymaths, so if you, or anyone you know, have a broad or unconventional background, then please make a general application. We’d love to hear from you.

To apply for this role please send your portfolio and CV to jobs@normally.com , we look forward to receiving your application.

Good luck!

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