Senior Service Designer

The Opportunity

We’re looking for a Senior Service Designer to join our London studio and play a central role in shaping how services are designed and delivered for our clients.

This is a hands-on, senior role that spans the full service design lifecycle — from understanding the problem space and mapping service ecosystems, through to designing future-state experiences and supporting implementation. You’ll work across multidisciplinary teams and directly with client stakeholders to drive real, measurable outcomes.

Services today are increasingly shaped by the interplay between human and automated touchpoints — including AI-enabled pathways. At this level, you’ll be expected to design for that complexity, bringing systems thinking and a user-centred lens to services that span digital and physical channels.

At this level, you’ll move beyond execution to:

• Shape service strategy and define opportunities for transformation
• Drive quality and consistency across service design deliverables
• Influence client thinking and contribute to relationship and opportunity development

Key Responsibilities

• Lead service design workstreams across discovery, definition, and delivery — ensuring rigour, clarity, and impact at every stage
• Map and analyse service ecosystems, identifying how users, processes, technology, and organisational structures interact to deliver (or hinder) value
• Translate research insights and identified opportunities into compelling service concepts, blueprints, and future-state journeys
• Apply systems thinking to design holistic, end-to-end services that balance user needs, business goals, and technical feasibility
• Design for services that blend human and automated interactions — including AI-assisted pathways — with clear escalation, quality, and governance considerations
• Facilitate workshops, co-creation sessions, and stakeholder alignment activities that build shared understanding and buy-in
• Collaborate closely with researchers, business designers, experience designers, and engineering teams to ensure seamless, integrated delivery
• Define and articulate design rationale, connecting service design decisions to measurable business and user outcomes
• Contribute to client relationships, presenting work with confidence and identifying opportunities to extend impact
• Support the development of more junior designers through mentoring, knowledge sharing, and leading by example

Experience & Skills

• Approximately 5–8 years’ experience in service design, ideally within a consultancy, agency, or complex product environment
• Strong expertise in core service design methods — including service blueprinting, journey mapping, ecosystem mapping, and stakeholder mapping
• Proven ability to synthesise research and complex information into clear, actionable insights and service concepts
• Experience designing across multi-channel services spanning digital, physical, and human touchpoints
• Comfortable facilitating workshops and co-creation sessions with diverse groups — from frontline teams to senior leadership
• Ability to connect service design decisions to business strategy and measurable outcomes
• Confident presenting to and influencing senior stakeholders, making the case for design-led approaches
• Strong understanding of accessibility and inclusive design as core service quality attributes, not afterthoughts
• Familiarity with modern design and collaboration tools (e.g., Figma, FigJam, Miro) and an openness to AI-augmented design workflows
• Experience working in agile, cross-functional delivery environments
• Excellent visual communication, storytelling, and facilitation skills

Educational background in one or more of the following is valued but not essential:

• Service Design, Interaction Design, or a related design discipline
• Business, Strategy, or Management
• Psychology, Sociology, Anthropology, or Human-Computer Interaction

Ways of Working

• A systems thinker — able to see the big picture while managing the details that makes services work
• Collaborative and generous — working across disciplines and helping teams build shared understanding
• Comfortable with ambiguity — bringing structure and direction to complex, open-ended challenges
• Proactive and accountable — taking ownership of quality and driving work forward with pace and purpose
• Curious about emerging practices — including designing for AI-enabled services, evolving accessibility standards, and new ways of measuring service performance