Senior Service Designer

About the role

As we enter our next phase of growth, we’re seeking a skilled Service Designer to join our team and lead the design of impactful systems and processes. Reporting to a Lead Product Designer , you’ll work cross-functionally with engineering, UX/UI, product, content, and operations to understand user behaviours, identify challenges, and design solutions that benefit both our colleagues and customers. This role requires a broad skill set, ideally with experience in UX/UI, content design, and a specialism in systems and process design, focused on improving customer and colleague experiences. You’ll be a detail focussed and natural problem solver who loves to identify inefficiency and to find better solutions to provide improved experiences for users.

Responsibilities

• • Lead the design of processes and systems that elevate both customer and colleague experiences, ensuring solutions are user-centred, impactful, and scalable
  • Work within a cross-functional team to research, analyse, and turn user insights into actionable service design improvements
  • Take a strategic approach to service design, balancing business objectives with user needs to deliver intuitive, efficient processes
  • Drive a culture of continuous improvement, testing, learning, and iterating to refine and optimise our services
  • Champion customer and colleague experiences, using data and insights to make informed, impactful design decisions
  • Collaborate across teams, integrating UX/UI and content design into service improvements, while aligning with Mojo’s mission to disrupt the mortgage market

Requirements

Desirable experience for the role

• • Proven track record in service design or a similar role, with experience in personally leading, designing, developing, and implementing systems or processes in a high-growth, product-driven environment
  • Experience and skilled in UX/UI design, with an understanding of content design and the impact of content and communication on user experience.
  • A strategic, problem-solving mindset, with the ability to think holistically about service design and make informed decisions that balance user needs with business goals
  • Excellent communication and collaboration skills, able to work effectively across all levels and with multidisciplinary teams
  • Familiarity with design thinking, human-centred design principles, and agile methodologies
  • A strong ability to flex your style, depth and approach to defining solutions based on the needs of the business and the problem at hand.
  • Curiosity and a passion for testing, learning, and iterating to improve outcomes in a fast-paced environment
  • Interest in AI, automation, and other innovative technologies to enhance customer and colleague experiences
  • Experience of building operationally focused solutions that improve human efficiency within a customer service or sales environment. Prior Salesforce experience would be an advantage