Service Designer

About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone’s a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We’re a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you’ll be doing:
The main purpose is to support the delivery of service design activities, including research, journey mapping, and omni-channel service articulation, ensuring services are user-focused and aligned with organisational goals. The Service Designer will contribute to design decisions and help embed service design practices within project teams.
• Assist the Service Design Lead to establish and embed service design methods, tools, and frameworks across the business.
• Focus on the design of new end-to-end customer journeys, supporting the delivery of the business portfolio, whilst supporting CX colleagues in more transformative optimisations.
• Design and facilitate workshops and collaborative sessions to align teams on journey challenges, opportunities, and service improvements.
• Help facilitate the introduction of a journey management platform (TheyDo or similar), ensuring journeys are well structured, evidence-based, and linked to customer and business metrics.
• Help facilitate knowledge and skills transfer to CX team (four analysts) across journey mapping, facilitation, and insight-led design.
• Translate insight and data into actionable design outcomes.

What we’re looking for:
• Proven experience of service design in complex or large-scale organisations.
• Strong practitioner skills in journey mapping, service blueprinting, design facilitation, and experience definition.
• Demonstrated experience in using a journey management platform (e.g. TheyDo, CXOmni, Cemantica).
• Ability to translate customer and business insights into design priorities and actionable outcomes.
• Skilled in workshop design and facilitation, including remote and hybrid collaboration (Miro, Mural, FigJam).

What you can expect from us:

● Generous pension contributions with an employer contribution of up to 14%
● Real living wage
● Income protection, critical illness cover & death in service insurance
● Employee healthcare
● Parental and adoption leave
● Learning & development opportunities and study support
● Travel season ticket loans
● Subsidised restaurant in our Crawley office
● Volunteering days and charity payroll giving
● Onsite gym
● Ride-to-Work scheme
● Social clubs and events
You can learn more about how we support our employees on our website