Service Designer

Role Overview

We are looking for a User Researcher / Service Designer to join our growing strategy and innovation team on a 4 month project. This hybrid role is central to shaping human-centred, future-focused service experiences across enterprise and technology contexts. You’ll work on strategic engagements that require deep discovery, stakeholder co-creation, and service blueprinting — such as helping R&D teams of global enterprises reimagine their next-gen platforms.

Key Responsibilities

• Lead and conduct user research using a mix of qualitative and quantitative methods (interviews, workshops, journey mapping, surveys).
• Apply human-centred design approaches to understand pain points, behaviours, and needs across employees, customers, and other stakeholders.
• Facilitate co-creation and ideation workshops with cross-functional teams, including product, engineering, and senior leadership.
• Develop service blueprints, user journey maps, and ecosystem maps to align business, tech, and user needs.
• Synthesise insights into actionable recommendations that inform strategic roadmaps and innovation playbooks.
• Collaborate with strategy leads and technologists to shape future service models and digital transformation plans.
• Contribute to creating innovation toolkits, frameworks, and methods that embed new ways of working within client organisations.

Experience & Skills

• Proven experience in user research, service design, or experience design, ideally within a consultancy or agency environment.
• Strong track record working on complex enterprise or B2B2C ecosystems.
• Confident conducting end-to-end research and turning insights into design artefacts and strategic recommendations.
• Experience working across multi-disciplinary teams including designers, engineers, product managers, and business leaders.
• Excellent stakeholder management and communication skills.
• Proficiency in tools such as Figma, Miro, Dovetail, Optimal Workshop or similar.

Nice to Have

• Experience working on futures or innovation strategy projects.
• Background in AI-enabled experiences or enterprise platform design.
• Knowledge of design systems and scalable service architectures.