Service Designer

The Role:

You and Your Team:

Reporting into Head of Customer Experience, you and the team will help transform our customer experience, designing inclusive and innovative solutions that empower and support our customers in meaningful ways.

In this role you will be working closely with different teams, including customers, business analysts, developers and designers. Utilising research and data to understand what our customers need, where things might be going wrong and how to make our service better.

As a Service Designer, you will:

Customer Strategy & Experience

• Support the development of customer-first service design strategies that enhance customer journeys and deliver business value.
• Collaborate cross-functionally to co-create impactful customer experiences.
• Facilitate workshops and stakeholder sessions to drive customer-focused solutions.

Design & Innovation

• Apply user-centred design principles to develop effective service solutions.
• Conduct customer research and translate insights into actionable improvements.
• Advocate for design best practices, sharing tools and methodologies across teams.

Customer Journey Mapping & Continuous Improvement

• Contribute to customer journey maps, aligning services with customer needs.
• Leverage customer data and feedback to identify pain points and opportunities.
• Support an iterative approach, optimising customer experiences based on insights.

Inclusive & Accessible Design

• Ensure accessibility, inclusivity, and fairness are embedded in all design processes.
• Identify barriers for vulnerable customers and develop empathetic service solutions.
• Work with stakeholders to enhance fairness and transparency in customer interactions.

What We’re Looking For:

Skills & Expertise

• Passion for customer-centred design with a strong understanding of user needs.
• Experience in CX, UX, or service design, including journey mapping and prototyping.
• Strong problem-solving skills, using data and research to drive improvements.
• Ability to balance commercial objectives with customer-focused solutions.
• Excellent communication and collaboration skills to engage teams and stakeholders.
• Knowledge of inclusive design and accessibility standards.

Experience & Qualifications

• Proven experience in service design, CX, or UX, with a portfolio showcasing your work.
• Familiarity with design thinking methodologies and service blueprinting.