Service Designer

Role Overview

We are seeking an experienced and innovative Service Designer to join a team delivering next-generation Conversational AI capabilities. This role will play a key part in shaping user-centred AI-powered services, working across discovery, design, refinement, and implementation phases.

The successful candidate will combine strong design thinking with strategic problem-solving skills and will be comfortable working in multidisciplinary teams alongside Data Scientists, Engineers, Product teams, and business stakeholders. This is an opportunity to influence the future direction of AI-enabled customer and colleague experiences through service design excellence.

Key Responsibilities

• Lead service design activities across the full project lifecycle, from discovery through to refinement and delivery.
• Shape and define complex problems, translating business and user needs into actionable service design solutions.
• Support the development of Conversational AI capabilities, ensuring services are intuitive, effective, and user-centred.
• Facilitate workshops, design sessions, and collaborative working groups to drive alignment and decision-making.
• Work closely with Data Science and Engineering teams to design feasible and scalable AI-enabled services.
• Create service blueprints, user journeys, process maps, and other service design artefacts.
• Identify opportunities for innovation and continuous improvement within AI-driven experiences.
• Engage with stakeholders at all levels, building strong relationships and securing buy-in for design recommendations.
• Apply strategic thinking to balance user needs, business objectives, and technical constraints.
• Contribute to pathfinding activities, helping define future service directions and opportunities.

Required Skills & Experience

• Proven experience working as a Service Designer within complex transformation, digital, or innovation programmes.
• Strong design thinking capability with the ability to challenge assumptions and think creatively.
• Experience leading discovery, problem definition, and service refinement activities.
• Excellent workshop facilitation and stakeholder management skills.
• Ability to collaborate effectively with technical teams, particularly Data Science and Engineering functions.
• Experience producing service design artefacts including user journeys, service blueprints, and ecosystem maps.
• Strong communication and influencing skills.
• Strategic mindset with the ability to connect tactical delivery with longer-term outcomes.

Desirable Experience

• Experience working on Conversational AI, Generative AI, virtual assistants, chatbots, or related AI-powered services.
• Understanding of AI product development methodologies and user-centred design principles in AI environments.
• Experience working in highly regulated or enterprise-scale organisations.
• Curiosity and enthusiasm for emerging AI technologies and their practical application.

Personal Attributes

• Creative and able to think beyond conventional solutions.
• Naturally curious, particularly regarding AI and emerging technologies.
• Collaborative and comfortable working across multidisciplinary teams.
• Confident facilitator and communicator.
• Pragmatic problem solver with strong analytical thinking.
• User-focused with a passion for improving service experiences.