Senior Service Designer

Role Summary 

We are seeking a Senior Service Designer to design end-to-end services that deliver meaningful, user-centred experiences. You will shape complex digital journeys, grounding decisions in deep user research and collaborating closely with our clients, service teams, technology, and business stakeholders.

This role is ideal for someone who can balance strategic thinking with hands-on delivery, influence at senior levels, and raise the maturity of service design practice across an organisation.
Key Responsibilities 

          Service & Journey Design 

• Design and evolve end-to-end, front to back services, with a strong focus on journeys across both human and digital touchpoints
• Create and maintain service blueprints, journey maps, ecosystem maps, and other service design artefacts
• Identify pain points, opportunities, and dependencies across people, process, and technology
• Ensure services are inclusive, accessible, and scalable

  User Research 

• Plan and lead qualitative and quantitative user research to inform service and journey design
• Select and apply appropriate research methods (e.g. surveys, interviews, usability testing, ethnographic observation)
• Synthesize research insights and data analytics into clear, actionable recommendations
• Advocate for user needs and evidence-based decision making at all levels

  Collaboration & Leadership 

• Work closely with UX/UI designers, product managers, engineers, technology and policy or operations teams
• Facilitate workshops and co-design sessions with stakeholders and users
• Influence stakeholders to help align teams around a shared service vision
• Translate user and business needs into clear service design strategies
• Balance user needs with organisational constraints, technical feasibility, and delivery timelines
• Contribute to design standards, tools, and ways of working
• Measure and iterate services based on user feedback and performance data

  Strategy & Delivery 

• Translate user and business needs into clear service design strategies
• Balance user needs with organisational constraints, technical feasibility, and delivery timelines
• Contribute to design standards, tools, and ways of working
• Measure and iterate services based on user feedback and performance data

Qualifications

• 5+ years’ experience with strong expertise in service design with demonstrable experience designing digital journeys

• Advanced user research skills, from planning through to synthesis and storytelling

• Ability to design across complex systems and organisational boundaries

• Understanding of regulated environments, such as financial institutions

• Confidence facilitating workshops and communicating insights to diverse audiences

• Excellent visualization and storytelling skills

• Strong knowledge of behavioural design/science and its application

• Strong understanding of accessibility and inclusive design principles

  Technical & Design Skills

• Journey mapping, service blueprinting, prototyping and systems thinking
• Usability testing, ethnographic methods and research synthesis
• Collaboration with UX/UI, content, and technical teams
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.