Service Designer

Key Responsibilities

• Design holistic, user-centred experiences across products, systems, services, applications, devices, and employee journeys
• Conduct user research to understand behaviours, needs, and pain points, translating insights into actionable design solutions
• Develop service design concepts, prototypes, journey maps, and wireframes to enhance usability and user satisfaction
• Iterate and refine designs based on user feedback, usability testing, and evaluation findings
• Collaborate with cross-functional teams (design, development, delivery) to communicate and advocate design decisions
• Explore alternative design solutions and assess trade-offs to support strategic decisions
• Apply established design methods, tools, and frameworks to deliver effective user interactions
• Contribute to broader UX and service design initiatives across the organisation

Technical Skills & Expertise

• Strong proficiency in service design, user-centred design principles, human-computer interaction, and usability engineering
• Experience with design and prototyping tools such as Figma, Sketch, Adobe XD, Axure, InVision, Framer, or similar
• Understanding of visual design principles, branding guidelines, and accessibility standards (WCAG 2.1)
• Familiarity with usability testing, A/B testing, and user research methodologies
• Basic understanding of front-end technologies (HTML/CSS) is desirable

Requirements

• Minimum 6 years of experience in UX or service design (SFIA Level 3/4 with capability to operate at SFIA Level 5)
• Strong portfolio demonstrating service design work, including journey maps, prototypes, and wireframes
• Excellent communication, stakeholder management, and collaboration skills
• Bachelor’s degree in Design, Human-Computer Interaction, Psychology, or a related field
• Ability to work independently and within multidisciplinary teams

Desirable Skills

• Experience with design systems, style guides, and visual design tools
• Knowledge of emerging technologies such as AR/VR and voice interfaces
• SFIA or UX-related certifications
• Participation in design thinking workshops or UX communities
• Familiarity with tools like Jira, Trello, or Asana