Senior Service Designer

What do we need you to do?

As our Senior Service Designer, you’ll be at the heart of shaping our services, making them seamless, intuitive, and responsive to real human needs. In this role, you will:

• Lead Human-Centred Design (HCD) activities like research, journey mapping, and prototyping.

• Develop service blueprints, process flows, and future-state journeys for our key services.

• Facilitate co-creation workshops that engage cross-functional teams, stakeholders, and customers. 

• Leverage insights to design innovative solutions that meet business goals and delight our customers.

• Be an advocate for person-centricity, ensuring the voice of the customer is embedded across all our projects.

• Collaborate with internal teams and external partners to deliver impactful service improvements.

What You Bring 

You’re a problem-solver who thrives on turning data and insights into innovative service solutions. You bring with you:

• Bachelor’s degree or professional qualification in Service Design, User Experience, or a related field.

• 3 – 5+ years of experience designing and improving services with a proven track record of successful projects.

• Expertise in design thinking, HCD methodologies, and leading cross-functional teams.

• A deep understanding of qualitative and quantitative research, including experience in running user research, prototyping, and user testing.

• Strong analytical skills and the ability to translate data into actionable insights.

• Ability to communicate ideas and service experiences visually, and with clarity

• Excellent workshop design and facilitation skills and the confidence to engage and involve participants.

• Confidence to engage and influence senior stakeholders and peers.

• Proficiency in tools like Miro, Figma, Sketch, or Adobe Creative Suite.
• A portfolio showcasing your ability to deliver service uplift across complex systems.

For Senior Service Designer role

• Leadership Experience – Demonstrated to lead strategic design initiatives
• Stakeholder Management – Experience engaging with executive leadership and managing complex stakeholder relationships
• Portfolio – Strong portfolio demonstrating successful service design projects and measurable outcomes

What We’d Love to See 

• Experience in not-for-profits, community services or the ageing sector.

• Experience working on large-scale, multi-channel design projects.
• You will have the proven ability to lead and coordinate service design strategy