Service Designer

what you’ll be working on

As a Service Designer, you’ll be at the heart of our mission.  You’ll design end-to-end services that work for both our customers and our colleagues, ensuring every interaction feels seamless, efficient and human. You’ll use research, collaboration and storytelling to shape how our services are delivered, playing a key role in connecting experiences across the wider Constellation Retail organisation.

You’ll work closely with multidisciplinary teams, including UX, product, data science, operations, and compliance, to design services and turn complex problems into clear strategies that are evidence-led, inclusive, and deliver real impact for both customers and the organisation. 

• Lead strategic design and improvement of services end to end, actively driving implementation of identified opportunities for innovation and differentiation across all channels: digital, physical, and operational.
• Steer decision-making within the squads, tribes, or the wider business, ensuring services meet both customer and business needs while aligning to wider strategic goals.
• Proactively identify gaps and pain points, using research and data to surface improvement opportunities and inform both strategic and tactical delivery plans.
• Create shared understanding of complex problem spaces, helping stakeholders and delivery teams to align on the right priorities and outcomes.
• Plan and facilitate workshops, from discovery and journey mapping through to ideation and prioritisation, ensuring all voices are heard and decisions are grounded in evidence.
• Bring services to life by creating and delivering artefacts such as service blueprints, journey maps, value propositions and ecosystem maps that communicate the bigger picture, inspire stakeholders and guide teams through delivery of meaningful, scalable solutions.
• Simplify complex, cross-departmental processes, turning ambiguity into clarity and enabling faster, better-informed decisions.
• Collaborate with multidisciplinary teams, including UX, Product, Data Science, Operations, and Compliance, to co-create pragmatic solutions that work in the real world.
• Be the voice of the customer, combining your own user research, operational insight and data to identify pain points, risks and opportunities for innovation.
• Provide strategic recommendations on how services can be improved, optimised or scaled across the group.
• Build strong relationships with senior stakeholders, creating trust and alignment through clear storytelling, transparency and collaboration.
• Champion service design best practice, mentoring colleagues and building on the service design capability across the business.

things we look for in you

• A background in service design or business analysis.
• Experienced in delivering recommendations, not just identifying them, with a proven track record of seeing initiatives through to successful implementation.
• Ability to balance research, design and strategy to create services that deliver measurable impact.
• Demonstrated ability to design, deliver, and embed services across both digital and operational contexts.
• Strong stakeholder management and facilitation skills, with the ability to align cross-functional teams around shared goals.
• A pragmatic approach to balancing customer needs with business priorities and constraints.
• Confidence presenting to senior leaders, using insight and storytelling to influence decisions.
• Proven ability to plan and run discovery and design activities end to end – from interviews and journey mapping to prototyping and testing.
• Advanced experience working in agile environments and with product teams.
• Familiarity with data, process design, and systems thinking to understand how services work behind the scenes.
• A collaborative mindset, creating trust, authenticity and shared ownership in the teams you work with.