Service Designer

About the role

We’re looking for an experienced Service Designer who specialises in human-centred design (HCD), with a strong focus on root cause analysis and journey management.

In this role, you’ll work on complex discovery and problem-definition initiatives across insurance services—particularly where customer experience, operational constraints, risk, and regulation intersect. You’ll play a key role in helping teams deeply understand why problems exist and shaping meaningful, evidence-based solutions.

You’ll be trusted to operate autonomously, engage senior stakeholders, and guide cross-functional teams to uncover systemic issues across claims, servicing, digital channels and end-to-end journeys—especially during moments that matter most to customers.

Key responsibilities

• Lead end-to-end human-centred design and root cause analysis across complex service environments
• Define and bring clarity to ambiguous problem spaces using insight and evidence
• Conduct and synthesise qualitative and quantitative research (customer interviews, frontline insights, journey mapping, service blueprinting, observation)
• Identify systemic issues by combining customer insight, operational data, risk considerations and lived experience
• Map complex services to uncover breakdowns, handoffs and capability gaps
• Facilitate high-impact workshops with senior leaders and cross-functional teams
• Translate insights into clear problem statements, design principles and prioritised opportunities
• Partner with product, claims, technology, data, legal, compliance and operations teams
• Produce high-quality artefacts that influence decisions at project, portfolio and system levels
• Advocate for customer needs, employee experience, accessibility and vulnerability considerations
• Provide design leadership and coaching to uplift service design capability across teams

About you

You are a collaborative, systems thinker who thrives in complex environments and is passionate about improving customer experiences through evidence-based design.

Experience

• Proven experience as a Service Designer, CX Designer, UX Designer or similar
• Strong expertise in human-centred design and root cause analysis
• Experience in large, regulated organisations (insurance or financial services highly regarded)
• Demonstrated ability to influence senior stakeholders
• Confidence leading discovery and problem framing for high-impact initiatives
• Ability to simplify complexity and communicate effectively with diverse audiences
• Strong storytelling skills across visual, written and verbal formats
• Comfortable working with ambiguity, competing priorities and regulatory constraints

Key capabilities

• Deep understanding of service design and customer experience delivery
• Strong analytical and problem-solving skills, with a strategic mindset
• Ability to influence, negotiate and build strong stakeholder relationships
• Effective communicator—able to translate complex ideas into clear, actionable insights
• Skilled in planning, prioritisation and managing multiple initiatives
• A continuous improvement mindset with a focus on delivering high-quality outcomes

What success looks like

• Complex customer and operational challenges are understood at a root-cause level
• Decision-making is grounded in customer insight, frontline realities and evidence
• Solutions reflect a clear understanding of constraints, risk and impact
• Services become safer, clearer and more human, particularly for vulnerable customers
• Service design capability and maturity grow across the organisation