Service Designer

The role and what you take care of:

Magna is excited to announce a new opportunity for a dedicated Service Designer to join our organisation. In this role you will collaborate closely with our Business Analysts, delivering and designing critical end-to-end services across housing, repairs, customer contact, and support services. You will assist the business in transitioning from process-focused approaches to human-centred, insight-driven service design. If you share our Magna values and possess a strong commitment to excellence, we encourage you to apply.

• Service Design & Transformation – you will lead end-to-end service design, address customer, colleague, and organisational needs, develop practical improvements, create full-service experiences, and design concepts, prototypes, and future-state solutions.
• User-Centred Design & Research – conduct user research with tenants, customers, and colleagues to identify needs, pain points, barriers, and key moments. Ensure services are inclusive and accessible, especially for vulnerable customers. Translate insights into practical design principles and recommendations.
• You will work closely with Magna’s Business Analysts to integrate service design and process expertise. Together you will create current maps, future designs, and prioritised improvement plans.
• Create clear, actionable design artefacts such as service blueprints, customer journey maps, ecosystem maps, and evidence-based personas where relevant.
• Embedding Service Design – support Magna’s internal capability by coaching colleagues in user-centred thinking and contributing to service design standards, playbooks, and tools.
• Stakeholder Engagement – collaborate with operational teams, housing officers, repairs teams, and contact centre staff. Run workshops to co-design services. Clearly and effectively communicate design decisions. A comprehensive role profile will be attached to the application process.

What you need to be successful:

• Experience in service design, UX, or human-centred design alongside an excellent understanding of user-centred design principles and methodologies. Additionally, experience creating service design artefacts (e.g. journey maps, blueprints) with the ability to conduct and synthesise user research and insight.
• Practical experience of working in multi-disciplinary teams, with excellent facilitation and stakeholder engagement skills, and the ability to turn complex problems into simple, practical solutions
• It would be advantageous to have experience in housing, public sector, or regulated services. An understanding of vulnerability, inclusion, and accessibility. Experience working alongside Business Analysts or in transformation programmes and familiarity with Government Digital Service (GDS) or similar standards, alongside end-to-end service transformation.
• You should demonstrate curiosity and empathy, showing genuine interest in the experiences of others. It is important to be pragmatic, balancing ideal design with practical limitations. Effective collaboration across various disciplines and teams is expected. Additionally, you must communicate confidently, offer constructive challenges, and maintain a strong commitment to enhancing essential services.
• Your portfolio and practical experience matter more than formal qualifications – It would be advantageous to hold a degree or equivalent experience in Service Design, UX Design, Human-Centred Design, Design Thinking, Psychology, Sociology, or a related field is preferred. . Training or certification in human-centred design, design thinking, or service design (such as IDEO, Nielsen Norman Group, Service Design Network) is beneficial. Postgraduate qualification in Service Design, User Experience, Behavioural Science, or Public Service Design is relevant. Familiarity with Government Digital Service (GDS) standards and design principles is valued. Membership in professional bodies like Service Design Network is helpful.