GAIN Experience - Service Designer

Business Unit: Experience: We create user-centered experiences that drive measurable business impact for public and private sector organisations.

Team: Insight & UX

Reporting to: Head of Insight & UX

Location: London / Bristol / Hybrid

ABOUT:

GAIN is a creative-led, insight-driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress.

We are explorers of new frontiers, shaping bold strategies that move people, brands, and businesses forward. Individually and together, our specialist teams provide the vision, data, and confidence brands and organisations need to make braver, more impactful decisions.

Today as GAIN, we work as a united force, using data to fuel creativity, and technology to unlock new possibilities. As imagineers we don’t just embrace innovation – we engineer it, transforming information into action, and ideas into breakthroughs. 

This is where rebel thinking, smart technology, and data-driven creativity shape the future. Through our five specialist teams: Creative Studio, Conversion, Customer Science, Experience and Performance. Individually, and together, we work to fuel your growth and deliver measurable impact.

THE ROLE:

We are seeking a User Experience Consultant who is comfortable working across the full user-centred research and design process, and who has a proven track record in Service Design. Using their skills, knowledge, and understanding of UX best practices and methodologies, the successful candidate will work closely as part of internal and client teams to support and/or manage the development and delivery of high-quality, engaging digital products and services in line with client requirements. 

Responsibilities:

• Liaising with clients to understand their business objectives and documenting their requirements confidently. 

• Developing and conducting appropriate research and other UX activities through a range of methodologies including survey, depth interviews, usability testing, card sorting, competitor reviews, personas, IA development, wireframing and prototype development. 

• Creating clear as-is and to-be service blueprints, user journeys and system maps 

• Defining outcome metrics, tracking results and evolving designs based on research and evidence 

• Leading collaborative workshops with clients to support them in developing and implementing solutions. 

• Analysing research to identify problems and opportunities for product or service improvements.  

• Making recommendations and confidently communicating these to product and design teams in the most appropriate format, such as verbal presentations, written reports, models and other bespoke deliverables. 

• Working with research participant recruitment teams to identify representative users of a product or service. 

• Management of UX projects, including liaising with key stakeholders and planning project timescale. 
• Supporting the wider team, including client services, sales and marketing as required.