Service Designer

We’re looking for a Service Designer to help shape and improve the services we offer to both our customers and colleagues. This role is all about making sure our products, services, and features—whether internal or customer-facing—are well understood, thoughtfully designed, and deliver great experiences across every touchpoint.

You’ll work across a variety of projects, from digital tools used by our frontline teams to internal back-office systems. You’ll map out journeys, create service blueprints, write user stories, and run workshops to bring ideas to life. You’ll also play a key part in making sure we design things with our users at the heart—whether that’s customers or colleagues.

In this role, you’ll: 

• Help transform how our customers interact with us by understanding and designing for their preferences across different channels.
• Work across multiple workstreams, pulling everything together to make sure we’re delivering joined-up, consistent experiences.
• Take a fresh look at our internal systems to spot opportunities to reduce duplication and speed things up.
• Support ongoing transformation work by identifying what’s really causing challenges and helping shape the right solutions.
• Collaborate closely with our UX team and others to bring service design into both digital and non-digital projects.

This role would suit someone who’s already worked as a service designer and is looking to develop their skills further in a supportive, collaborative environment. You’ll get to work across a mix of internal and external projects, helping us bring real improvements to how we work and the experiences we create.

You’ll also be involved in; 

• Transforming how we map our digital services that cater for both our customers and colleagues needs.
• Developing user stories/journeys for customers and staff alongside key business leads to help guide and define service direction.
• Ensuring customer personas and experience framework are applied in projects and effectively communicated across the team, business, and agencies.
• Developing a strong understanding of our digital technologies and systems, and evaluating their user effectiveness, working with business and product owners to implement improvements that will better enhance our service design.
• Supporting user research to inform service development, working closely with the Insight team and the User Researcher to communicate findings across project teams.
• Supporting the Business Analyst team to deliver user requirements.
• Reviewing service blueprints and task flows based on user needs to ensure services are based on usability and functionality.
• Acting as an ambassador for service design across the company and show impact on our user satisfaction.
• Supporting workshop facilitation by helping to prepare, run, type up, and analysing findings/outputs.
• Applying a data-driven approach to service design – working closely with our Product, Data & Decisioning, Insight, and Analytics teams to optimize our services, introducing relevant service design tools and platforms.

What you’ll need:    

• Strong understanding and experience of delivering service design to industry standards.
• Developing understanding of UX principles and human centred design.
• Ability to support insight and research initiatives.
• Understanding of (and preferably use of) blueprint service maps, user journey maps, storyboards, user stories, problem statements, process flows, wireframing, interview & survey design etc.
• Ability to structure and support workshops across multiple departments, ranging from discovery through to delivery (as well as write up and presentation of findings).
• Professional approach to time, costs and deadlines.
• Ambassador of LNER values.