Service Design Consultant

Energy Systems Catapult

  • Full Time

To apply for this job please visit

Salary: Up to 50k + Benefits

Status: Permanent /Full-time strongly preferable (however can potentially be flexible)  

Location: Birmingham City Centre /Flexible Location 

About Us 

Energy Systems Catapult (ESC) is part of a network of elite technology and innovation centres set up by Innovate UK. The ESC works with companies that are focused on exploiting the opportunities created by the need to transform global energy systems; not only playing a part in accelerating technology-based solutions, but also engaging with Government to address the market mechanisms and business models that will be required to enable such solutions.

ESC will create a critical mass for business and research innovation, focusing on electricity, heat and combustible gases. This centre will be an important part of the UK’s innovation system, making a major long-term contribution to UK economic growth.


The Energy Systems Catapult’s vision puts consumers at the heart of a low carbon energy transition. The Catapult’s Consumer Insight Team plays an important part in this, gathering and analysing data to produce insights about how and why consumers use energy, and using this insight to work with others to design and deliver consumer-centred low carbon energy products, services and policies.  The Consumer Insight team is made up of 3 areas – Research, Design and Trials (see more at

As a Service Designer in the Design Team, you will have a multi-disciplinary role, working across technical and research teams, to develop and design energy service propositions and user experiences for great user outcomes and valuable insights.  You’ll often be working on sophisticated, long-term projects like the Living Lab, often supported by Government funds.

We are growing quickly and there are lots of opportunities to learn new skills and work with our multi-disciplinary team including people with market research, design and field trial expertise. We are all working together to put consumers at the heart of the energy sector.

During lockdown, we have been working remotely and as we begin to focus more on the future, we intend to embrace a new refreshing way to utilise our office in Birmingham City Centre . As a consequence we are developing a flexible approach to the workplace , which ensures we keep some of the benefits of home working whilst enabling the Catapult to operate efficiently, this hybrid way of working may result in the majority of us working from home for a good chunk of the time, merging the best bits of both office and home working.

Key Deliverables

• Facilitate the design of energy products and service propositions by identifying benefits to consumers through existing knowledge or research, or setting new research objectives.
• Design and document customer journeys to deliver the propositions making clear the research goals throughout the journey.
• Organise, facilitate, and document design workshops to support the development of energy products and services and the delivery of their customer experience for external and internal clients.
• Set the objectives for the end to end service delivery across a range of actors across the service design (e.g. user research, data science, UX, software and hardware), supporting the specialists across the actors to set the requirements.
• Understand the constraints for each of these domains and how they might influence decisions made on the service design (e.g. availability of data from sensors, complexity of data analysis or client needs).
• Demonstrate user-centred design by using outputs from existing user or market research to support the design process.
• Create and manage experiments and prototypes to test assumptions across the customer experience
• Refine and document service architecture, including service “parameters” and contract language and for innovative energy services.
• Support establishing the Consumer Insight’s design capability and design process, including implementation of relevant design tools and techniques.
• Be the primary interface for service designs across data science; building physics; software and hardware engineering; user research, User experience and market research teams amongst others to make decisions on the service design delivery.
• Document the preferred service design decisions with justification for decisions made based on any known consumer needs or behaviours and Energy Service Provider (ESP) and device manufacturer’s interests and risks.

Key Work Activities

• With support from other domain specialists, make design decisions considering the trade-offs between the needs and constraints of each domain (user research, UX, building physics, software and hardware etc).
• Refine service models that can align commercial incentives to deliver experiences people want, with support from Business Modelling and Business Development teams.
• Work with business analysts and systems engineers to set the requirements for the end to end service design across domains.
• Support UX design colleagues to create great experiences that generate insightful user feedback on consumer comfort, convenience and cost drivers when using innovative energy services.
• Justify, define and document new parameters for energy service contracts.
• Become the focal point between commercial, technical and consumer specialists to deliver service designs

What credentials are we ideally looking for?

• Able to structure complex problems and establish clear research objectives that others can deliver.
• Extensive experience working with UX designers, software engineers and hardware engineers.
• Willing to occasionally work off-site at supplier or customer sites.
• Skilled workshop facilitator using design techniques e.g. service blueprinting, value proposition and business model canvassing, design sprints etc
• Project management, ideally in agile project management including scrum master or equivalent experience
• Able to understand what users value and how energy systems constrain users’ experiences.
• Designing human-centred User experiences and / or products.
• Proven track record of setting clear requirements for digital development using agile methodology
• Know how energy suppliers and/or heating system manufacturers make commercial decisions.
• Creative approaches to solving complex problems.
• Demonstrable expertise using the right range of software tools (e.g. Sketch, Visio or etc).
• A curious person who is hungry to keep up with emerging tools and techniques.
• Team player with a can-do attitude and collaborative, engaging style.
• Resilience and perseverance with challenging and complex projects
• Good communication skills both written and verbal

Would you like to Apply?

The closing date for applications is Wednesday 28th July 2021

Please note that at this time we are unable to provide UK visa sponsorship.

Energy Systems Catapult undertakes innovative and exciting work that will help shape the future of energy, with this in mind we encourage candidates to submit their applications as early as possible, as we do reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

(Strictly No Agencies).

“We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion and belief, sexual orientation, or status regarding gender reassignment, marriage and civil partnership, pregnancy and maternity.”

Privacy Statement

Purpose of the Privacy Statement

The purpose of this Privacy Statement is to make you aware of how and why your personal data will be used during any recruitment process and how long it will usually be retained for.  This statement provides you with certain information that must be provided under the General Data Protection Regulation ((EU) 2016/679) (GDPR).

In the recruitment process we, Energy Systems Catapult Limited, are a “Data Controller”. This means that we are responsible for deciding how we hold and use personal data about you.

The Energy Systems Catapult Limited is located at Cannon House 7th Floor, 18 Priory Queensway, Birmingham, West Midlands, England, B4 6BS and can be contacted by email at:

Data Protection Principles

We will comply with data protection law and principles, which means that your data will be:

Used lawfully, fairly and in a transparent way;
Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes;
Relevant to the purposes we have told you about and limited only to those purposes;
Accurate and kept up to date;
Kept only as long as necessary for the purposes we have told you about;
Kept securely.

The Kind of Personal Data we hold about you

In connection with your application for work with us, we will collect, store and use the following categories of personal information about you:

The information you have provided in our application form;
The information you have provided to us in your curriculum vitae and covering letter;
Any information you provide to us during an interview;
Any other information provided by you as part of the recruitment process.
We may ask you for information to allow us to monitor our equal opportunities and diversity performance in recruitment. Also, if you inform us that you have a disability we will keep this information on record to allow us to make reasonable adjustments as needed.

How we will use your Personal Data

We will use the personal data we collect about you to:

Assess your skills, qualifications and suitability for the role;
Carry out background and reference checks, where applicable;
Communicate with you about the recruitment process;
Keep records relating to our hiring processes;
Manage recruitment related activities, which includes setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes;
Comply with legal or regulatory requirements.
We will also use information about any disability you may have to consider whether we need to provide appropriate adjustments during the recruitment process.

Such processing is lawful as it is necessary for our legitimate purpose in seeking to attract, evaluate, and select applicants for employment.

Data Sharing: Greenhouse Software Inc

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by us to help manage our recruitment and hiring process. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. This transfer will be subject to appropriate additional safeguards under the Privacy Shield so as to comply with EU law.

Data Retention

We will retain your personal data for a period of 12 months after we have communicated to you our decision about whether to appoint you to the role. We retain your personal data for that period so that we can show, in the event of a legal claim, that we have not discriminated against candidates on prohibited grounds and that we have conducted the recruitment exercise in a fair and transparent way. After this period, we will securely destroy your personal data in accordance with applicable laws and regulations.

Your Rights in Connection with Personal Data

Under the GDPR you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted or transferred.

When you apply for this role, and tick the confirmation box below, you have provided consent for us to process your personal data for the purpose of the recruitment exercise. You have the right to withdraw your consent for processing for that purpose at any time. Withdrawal of consent to process your data may mean that we cannot continue with your application to us.

If you wish to exercise the rights granted to you under GDPR please contact:

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