Director, Service Design & Experience Consulting

Position Description:

At SPARCK, part of CGI, we help organisations design services that improve people's lives while delivering better outcomes for our clients. As a Director, Service Design & Experience Consulting, you'll lead complex transformation programmes, shape strategic client relationships and grow high-performing multidisciplinary teams across service design, user research, content design and product design. You'll combine human-centred design expertise with commercial leadership to influence organisational strategy, develop new business opportunities and deliver services that are innovative, scalable and measurable. Working alongside talented colleagues across CGI and SPARCK, you'll have the opportunity to shape the future of digital services while developing both people and practice in a collaborative, supportive environment.
CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
Due to the secure nature of some of our programmes, you may need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.

Your future duties and responsibilities:

In this role, you will lead a portfolio of client engagements, helping organisations solve complex business challenges through human-centred design and service transformation. You'll build trusted relationships with senior stakeholders, shape client strategies and ensure the successful delivery of high-quality consulting services across multidisciplinary teams. Combining strategic leadership with hands-on engagement, you'll oversee programmes from discovery through to live services while driving innovation, delivery excellence and measurable client outcomes.
You'll also play a key leadership role within SPARCK, managing and developing a team of CGI Partners, growing client accounts and contributing to the continued evolution of our design consulting practice. Working closely with account leaders and delivery teams, you'll balance commercial performance with exceptional client service, fostering a culture of collaboration, continuous learning and high performance.
Key responsibilities
• Lead & grow strategic client relationships across multiple sectors
• Shape & deliver human-centred service transformation programmes
• Manage & develop a high-performing multidisciplinary consulting team
• Coach & mentor Service Designers, User Researchers, Content Designers and Product Designers
• Oversee & assure the successful delivery of consulting engagements
• Drive & support business development, account growth and client expansion
• Influence & engage senior client stakeholders and executive sponsors
• Ensure & promote delivery excellence through CGI governance frameworks
• Manage & optimise team utilisation, financial performance and profitability
• Support & contribute to recruitment, capability development and succession planning
• Foster & embed innovation across client engagements and internal practice development
• Collaborate & build strong partnerships across CGI and SPARCK teams

Required qualifications to be successful in this role:

You'll be an accomplished consulting leader with significant experience delivering large-scale service transformation and human-centred design programmes. You'll bring strong commercial acumen, exceptional stakeholder management skills and a proven ability to lead multidisciplinary teams while developing long-term client relationships. You'll be equally comfortable shaping strategic opportunities, leading delivery and developing people in a fast-paced consulting environment.
Essential qualifications
• Significant leadership experience within service design, experience design or digital transformation consulting
• Proven success managing complex client engagements and consulting portfolios
• Strong knowledge of Service Design, User Research, Content Design and Product Design methodologies
• Experience leading multidisciplinary teams and developing consulting capability
• Demonstrated success building trusted relationships with senior client stakeholders and executives
• Strong commercial awareness with experience supporting business development and account growth
• Experience managing budgets, revenue, utilisation and profitability
• Excellent leadership, coaching and mentoring skills
• Experience operating within structured project and client governance frameworks
• Outstanding communication, facilitation and negotiation skills
Desirable qualifications
• Experience working with NHS or wider public sector organisations
• Knowledge of delivery and client management frameworks
• Experience leading large-scale digital service transformation programmes
• Background in design consultancy or digital consulting leadership
#LI-LW1

Skills:

• Communication
• Consulting process
• Human Centered Design
• Leadership
• Stakeholder management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.