Service Designer 

About this opportunity

We’re looking for a visionary Service Designer in to join our Colleague Channels Experience Design team to help understand problems, explore opportunities and design services that support colleagues to deliver great outcomes for our customers.

You’ll contribute to the design of customer‑facing and colleague‑facing services, recognising that great customer experiences are enabled by well‑designed internal processes, tools and ways of working.

What you’ll be responsible for

• Working as part of agile, cross‑functional teams to explore problems and design end‑to‑end services.
• Supporting the shaping of initiatives by applying customer, colleague and market insight.
• Designing and documenting current and future state services, including journeys, service blueprints and artefacts.
• Taking part and facilitating in workshops and stakeholder sessions, helping ensure needs, risks and constraints are understood.
• Communicating your work clearly, incorporating feedback and balancing different perspectives.
• Bringing a user‑centred mindset, making informed design decisions and constructively questioning assumptions.
• Collaborating closely with product owners, customer journey managers, engineers, researchers and other designers.
• Help teams define metrics that align to the goals and vision of the organisation.
• Continuing to develop your Service Design craft and contributing to the design community through sharing, critique and learning.

Designing for the future: AI and innovation

You’ll also have opportunities to contribute to work connected to Hive, a newly established innovation lab focused on exploring how AI and agentic capabilities can improve how the organisation operates for customers and colleagues.

As a Service Designer, you’ll help ensure emerging technologies are explored in a human‑centred, responsible and practical way, considering how AI impacts journeys, roles and service experiences.

This role does not require you to be an AI expert, but you should be curious, open to learning, and interested in how new technology shapes services and operations. You’ll be supported by senior designers and specialists as you build your understanding in this space.