Senior Service Designer

🚀 The Senior Service Designer plays a pivotal role within Sodexo’s Digital & AI team, leading the design of impactful end-to-end services while elevating the organisation’s design maturity. This role combines hands-on service design, community building, and capability development to accelerate adoption of user-centered practices across the Group.

The job holder will lead strategic design engagements (research, blueprints, ideation, co-creation), formalise methods and frameworks, mentor junior designers and trainees, and animate a growing Service Design Community of Practice—bringing fresh perspectives, new methodologies, and a strong culture of innovation.

➡️ Key Responsibilities and Expected Deliverables

A. Service Design Leadership

• Lead complex service design projects from discovery to delivery, ensuring strong integration of UX, operations, business and technology.
• Conduct advanced qualitative and quantitative research; translate insights into actionable frameworks, opportunity areas, and strategic recommendations.
• Build service blueprints, journey maps, and system maps for both current and future-state services.
• Introduce new methods, tools, and lenses (e.g. futures thinking, system design, behaviour design, operations mapping).
• Use AI when appropriate to speed up mapping, explore multiple concept variations, or draft narrative elements.

B. Workshop Design & Co-Creation

• Design and facilitate high-impact workshops: co-creation sprints, ideation, opportunity framing, blueprinting, prototyping, prioritisation.
• Coach internal teams and client stakeholders to engage confidently in design thinking activities.
• Deliver engaging, high-quality artefacts (vision decks, synthesis reports, service prototypes, playbooks).
• Use AI creatively to generate prompts, expand idea exploration, and support rapid scenario testing.

C. Capability Building & Community Development

• Create and animate Sodexo’s Service Design Community of Practice, gathering designers and non-designers across countries.
• Build a structured curriculum: fundamentals, advanced methods, toolkits, templates, case studies, and rituals.
• Train and mentor junior designers, interns, and trainees; oversee their progression and project quality.
• Organise internal meet-ups, masterclasses, learning sessions, newsletters, and showcases to spread design culture globally.
• Develop training modules, templates, method cards, and learning materials — using AI to help curate, format, or structure content.

D. Methodology & Standards

• Define and maintain Sodexo’s service design methodology within the Double Diamond and Digital & AI framework.
• Industrialise design delivery: templates, frameworks, guidelines, best practices, research protocols, workshop kits.
• Drive continuous improvement by introducing innovative approaches, benchmarking against industry leaders, and testing new practices.

E. Cross-Functional Collaboration

• Partner with product, digital, innovation, data, operations, and commercial teams.
• Support bids, strategic engagements, and client-facing presentations with design research and service insights.
• Align design outcomes with business goals, operational realities, and constraints.

💻 Yous skill & competencies :

Education

Bachelor’s or Master’s degree in Service Design, Interaction Design, HCI, Sociology, Psychology, Anthropology, Business Design, or related fields.

Experience

• 8–12+ years in service design or similar strategic design roles.
• Proven ability to lead complex, multi-stakeholder service design projects.
• Strong research, synthesis, mapping, and co-creation capabilities.
• Experience coaching, mentoring, and building design culture.
• Demonstrated facilitation expertise, including with senior stakeholders.
• Portfolio showing strategic thinking, impact, and structured design outputs.
• Experience using design-friendly AI tools (LLMs, mapping tools, research analysis tools) is a strong plus.
• Strong leadership and pedagogical mindset
• Excellent facilitation presence and storytelling ability
• Comfortable navigating ambiguity and driving clarity
• Highly collaborative, empathetic, and diplomatic
• Curious, forward-thinking, and methodical
• Passionate about people, learning, and experimentation

Preferred

• Experience in digital transformation, consulting, or service-intensive industries.
• Familiarity with innovation methods (futures thinking, systems design, behaviour design).

Comfortable working in agile or hybrid team structures.