Senior Service Designer

About the role:

As a Senior Service Designer at HeliosX, you’ll be the architect of our end-to-end customer experience. Your mission is to look beyond the screen and orchestrate a seamless, intuitive, and compassionate healthcare journey for our customers.

You will act as a strategic leader, connecting the dots between our digital products, clinical operations, pharmacy services, and customer support teams. This role is about designing the entire service ecosystem, ensuring every touchpoint works in harmony to build trust and deliver outstanding health outcomes. You’ll champion a service-first mindset, embedding systems thinking and deep empathy into our culture to solve complex challenges at scale.

What you’ll be doing:

• Orchestrate end-to-end Journeys: Lead the design of entire healthcare services, from a customer’s first interaction with us through to their ongoing treatment and support.
• Map the Ecosystem: Create and maintain core service design artefacts like service blueprints, user journey maps, and ecosystem diagrams to visualise complex processes, identify pain points, and uncover opportunities for innovation.
• Translate Complex Needs: Synthesise customer needs, clinical requirements, operational constraints, and business goals into elegant, scalable, and coherent service solutions.
• Lead Cross-Functional Collaboration: Partner closely with leaders in Clinical, Product, Research, Engineering, Pharmacy Operations, and Customer Support to ensure a unified and seamless experience is delivered across all channels.
• Champion Service Excellence: Advocate for a consistent and high-quality service experience, establishing best practices and principles that guide teams across the organisation.
• Facilitate Co-Creation: Design and lead workshops with customers, clinicians, and internal teams to co-create solutions and foster a shared understanding of the problems we’re solving.
• Mentor and Elevate: Coach other designers and team members in service design methodologies, systems thinking, and patient-centred problem-solving.

Who you are:

• You have 5+ years of experience in service design, strategic design, or a similar role where you have designed complex, multi-channel services from concept to launch.
• You possess a deep understanding of service design methodologies, including qualitative research, journey mapping, service blueprinting, and workshop facilitation.
• You are a natural systems thinker, skilled at untangling complex processes and understanding the interdependencies between people, processes, and technology.
• You have proven experience working in a fast-paced, cross-functional environment, ideally within health tech or another regulated industry.
• You are an exceptional communicator, able to articulate complex ideas and user insights in a clear, compelling way to influence stakeholders at all levels.
• You are evidence-led, using a blend of qualitative insights, operational data, and business metrics to inform your strategic recommendations and measure the impact of your work.
• You have a portfolio that showcases your ability to solve complex problems and deliver services that create real value for both users and the business.