Service Designer

Role Overview

As a Service Designer, you will play a pivotal role in designing and optimising workflows and processes for one of our flagship clients—a global sports and fashion brand. You’ll collaborate across product, design, and engineering teams to establish effective ways of working, develop playbooks, and enhance service delivery across digital touchpoints.

This is an exciting opportunity to contribute to a high-impact account by aligning strategic goals with user needs, ensuring a cohesive, scalable, and efficient approach to digital transformation.

Key Responsibilities

• Design and optimise workflows to improve collaboration across product, design, and engineering teams.
• Develop accessible playbooks for key activities such as project kick-offs, design handoffs, and stakeholder reviews.
• Facilitate cross-functional collaboration, ensuring seamless communication and alignment across teams.
• Conduct workshops and discovery sessions to map existing processes, identify pain points, and recommend solutions.
• Create and maintain journey maps to visualise end-to-end user experiences and uncover opportunities for optimisation.
• Establish structured feedback loops and iteration cycles to ensure continuous improvement in workflows and service delivery..
• Travel to client locations in Europe and the US as required.

What we’re looking for

Essential

• Proven experience in service design or a similar role, focusing on workflow optimisation and cross-functional collaboration.
• Strong background in creating playbooks, journey maps, and other process-oriented design artefacts.
• Expertise in facilitating workshops and discovery sessions to drive alignment and innovation.
• Demonstrated ability to streamline processes and implement scalable solutions across complex organisations.
• A portfolio showcasing experience in service design and process optimisation, particularly in digital or eCommerce contexts.

Preferred

• Familiarity with design systems and governance frameworks.
• Experience working with data-driven approaches to validate and iterate on process improvements.
• Understanding of customer journey mapping and conversion rate optimisation (CRO).

Soft Skills

• Strategic Vision: Ability to think holistically while addressing specific challenges, ensuring solutions align with broader business objectives.
• Collaboration: A natural facilitator who builds strong relationships across diverse teams and disciplines.
• Communication: Exceptional ability to articulate ideas, processes, and recommendations clearly and persuasively.
• Problem-Solving: Skilled at identifying inefficiencies and crafting actionable, user-centric solutions.
• Adaptability: Comfortable navigating change and ambiguity in fast-paced, dynamic environments.
• Empathy and Inclusivity: Focused on understanding diverse stakeholder and user needs to create equitable, impactful solutions.

What you’ll Gain

• Opportunities to work on a high-profile global account, driving meaningful impact through innovative service design.
• A flexible, remote-first role with international travel, offering variety and collaboration across teams and cultures.
• A supportive agency environment committed to your professional development and success.