Senior Service Designer

As a Service Designer at the UK’s largest supermarket, you’ll develop services and processes serving millions of people across different user groups (customers, users, colleagues, suppliers).

We seek someone who thrives in ambiguity—a system thinker who can confidently aggregate evidence, visualise complexity, and facilitate multidisciplinary collaboration based on measurable outcomes. Someone who can think and act strategically, not only in terms of speed and efficiency but also scale and impact!

Our team is a small, centralised unit working across five vertical UX and research teams. When not directly involved in projects, we support these teams operating like a mini-internal agency, up-skilling, consulting, providing strategic support or simply helping to understand what to do next.

Regardless of the scope and size of the projects, our core purpose is to serve our customers, communities, and planet a little better every day!

Here’s a taste of what you can expect.

You’ll join a business that values your expertise, experience and insight. That nurtures your personal and career growth, with opportunities for every stage of your journey. You’ll be a crucial part of a dedicated team of individuals from a diverse group of backgrounds who share your determination and motivation. You’ll enjoy a hybrid role that builds the perfect work/life balance, allowing you to be yourself both professionally and personally. And a benefits package that’s more than competitive.

• Your remit will primarily focus on initiatives impacting different product areas.
• It might seem obvious, but in our world, this means connecting the dots between many teams working simultaneously on the same business objective.
• You will work primarily with designers, researchers and product managers from customer and online teams as well as from store and fulfilment operations, to surface opportunities for efficient and high-quality service improvements for store customers, online users, head office colleagues, store colleagues, and suppliers.
• You will facilitate conversations that lead to critical strategic decisions. Your role will be to ensure that these decisions are based on proven evidence and understand how they impact other teams and the overall customer experience.
• You will help set design direction and embed design standards within teams.
• You will promote the design approach throughout the business and play a role in improving its strategic influence.

• Roughly 5-10 years’ experience; contributed to ship multiple products and services.
• Design and run workshops to map current and future state services and systems.
• Master mapping techniques to synthesise complexity without losing crucial details.
• Help teams lead and visualise outcomes and prioritise work based on agreed-upon minimum viable product.
• Research with a variety of user groups and collaborators
• Be capable of listening, learning, and understanding the needs of technical and business collaborators.
• Foster agreement among collaborators focusing on business and customer outcomes.
• Expertly present your work through impactful verbal, written and visual communication.
• Look beyond individual touch-points and focus on the entire user experience.
• Align it with organisational goals and communicate how your activities contribute to meeting them.
• Be able to balance creativity and practicality. Explore innovative solutions while ensuring feasibility and sustainability.
• Be at ease in a sophisticated and multifaceted organisational environment.
• Be able to have difficult conversations with people at different levels of seniority.
• Take ownership for decisions characterised by medium levels of risk and complexity and make recommendations as risk and complexity increase.
• Beyond mentoring – coaching and growing talent in their team.
• Crafting work processes of the team within their own domain – through strategy, empathy and compassion.
• Actively contribute to the team’s knowledge and growth.
• Work collaboratively in a group, actively networking with others.